Implementation Manager

About Assembled

Great customer support requires human agents and AI in perfect balance, and Assembled is the only unified platform that orchestrates both panies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI-powered workforce management that optimizes both human and AI capacity, Assembled helps teams deliver faster, better service while making smarter decisions about how to staff and automate.

Backed by $70M from NEA, Emergence Capital, and Stripe, we re building the platform that makes AI and human collaboration actually work.

We’re looking for an Implementation Manager to lead the technical implementation process and drive customer relationships during onboarding for our mid-market and enterprise customers.

As an early member of our Solutions Team, you ll help shape our implementation processes as we scale — from customer project management to technical setup, you’ll drive revenue conversion, retention, and satisfaction among our customers. You ll use your learnings from engaging with customers to formalize implementation best practices, help improve our product, and iterate on our operational processes as we scale.

• Build customer relationships and guide technical implementation projects across all customer segments, with a focus on mid-market and enterprise.
• Explore and document product functionality across all areas of our product, across our web application and our API, to build your product expertise and benefit our customers as well as internal teams.
• Develop and refine implementation best practices based on your product expertise.
• Improve internal efficiencies and overall customer experience during implementation.
• Work together cross-functionally with Sales, Customer Success, Product & Engineering to get customers live.
• Drive the product roadmap by acting as a liaison between our customers and the product org.
• Set the tone for how we better engage our customers and ultimately help our customers see more value.

• 2+ years of experience in a customer-facing role supporting a technical product or service. Implementation management and SaaS experience are preferred.
• Experience working with SQL, APIs and integrations
• You enjoy partnering with customers to drive outcomes:
  You take pride in guiding customers through the successful implementation of a SaaS platform, translating their needs into practical solutions that deliver real business value. You build strong relationships across executive, operational, and technical stakeholders, and stay focused on helping customers realize impact from day one.
• You are curious and you lean technical:
  While not a developer yourself, you enjoy digging into available data (including internal databases) on how a product works and have dabbled in parsing code or writing SQL to get things done. You are comfortable picking up new technical skills when they will help unblock you. You work well internally with Engineers to build new features and functionality for Enterprise customers.
• You can think strategically while being in the weeds:
  You can identify key trends and insights from customer conversations and the broader market to connect the dots on what we should do on go-to-market and product. You can break a project or goal down into smaller tasks or pieces.
• You don t give up and you have a track record for getting things done:
  You have the grit, determination, and tenacity needed to push through roadblocks within highly unstructured environments. You know how to juggle competing priorities and drive towards outcomes. You re great at keeping everyone up to date.
• You have a growth mindset:
  You re not afraid to try things you ve not done before and fail. You thrive on feedback.
• You are a great team member:
  You are collaborative, humble and helpful. You are available to help your teammates when needed and are able to balance your priorities with the overall team.

The estimated base salary range for this role is $120,000 - $160,000 per year. The base pay…