Implementation Manager

The CompanyCCaaS / Voice AI scale-up backed by recent Series A fundingBuilding a genuinely best-in-class product transforming how businesses handle customer conversationsStrong growth over the past 12 months, with multiple hires planned across CS, Partnerships and SalesLong-standing ABR client, we’ve partnered closely to build out their Customer Success and Support functions from the ground upThe RoleYou’ll own the technical onboarding and implementation of Voice AI customers, working hands-on to get complex environments live quickly and effectively.Every customer is different.

Different telephony setups, different call flows, different requirements.Right now, onboarding isn’t consistent.Your job is to bring structure, improve time-to-live, and build a repeatable process.Key ResponsibilitiesOwn end-to-end onboarding from post-sale through to go-liveLead technical discovery sessions (call flows, routing logic, telephony setup)Configure, test and launch Voice AI solutions in complex environmentsWork closely with partners to deliver integrations (critical part of the role)Troubleshoot technical issues alongside Product and EngineeringOptimise performance post go-live (flows, prompts, routing)Drive improvements in onboarding speed (target ~4 weeks vs current 6–12)Act as the bridge between customer, partner and internal teamsA core measurement of success in this role is TTL & TTV.

As the role matures, expansion will come into play.ExperienceBackground in Customer Success, Solutions, Implementation or Technical Account ManagementExperience onboarding complex SaaS productsComfortable in technical conversations (you don’t need to code, but you get how things work)Exposure to:Telephony / contact centre environments (SIP, IVR, PBX, PSTN)APIs, integrations or workflow-based systemsStrong problem-solver who enjoys figuring things out when there’s no clear playbookDetail-oriented with a bias towards actionNice to have:Voice AI / conversational AI exposureExperience working with partners or integrationsFamiliarity with automation tools (e.g. n8n)What They Offer£50–60k base + 20% bonus (linked to onboarding performance / time-to-live)Remote-first set-up with monthly in-person meet-upsFlat structure with direct access to the CEO and leadership teamOpportunity to play a key role in shaping how onboarding is delivered as the business scales