Implementation Project Manager

Who are we?

SmartAction exists to advance the AI movement, bridging the gap between what is, and what can be. We are a fully remote company of ~70 people that provides AI-powered virtual agents as a service to more than 100 leading brands across 12 industries. We are headquartered in Dallas/Fort-Worth, TX. Our company is continuing to grow its proprietary products and feature sets while leveraging best-of-breed technologies to deliver efficient, scalable solutions to our clients and their end customers. This is an excellent career opportunity for a professional with an entrepreneurial mindset and good interpersonal skills.

Responsibilities

We’re looking for a customer-focused, hardworking, technically minded Implementation Project Manager with an excellent, customer-facing presence, sharp critical thinking skills, and a passion for learning in order to help us develop innovative voice self-service applications for our clients.

You will help our clients achieve their vision of automated voice self-service utilizing our Artificial Intelligence platform. You will work with our Design team to learn and apply industry best practices to deliver a high-quality caller experience. You will manage multiple concurrent implementation projects and manage a smooth transition to our Customer Insights team after go-live.

You will:

• Drive the implementation project management process and procedures for multiple concurrent projects 
• Manage project requirements and scope, including timelines and schedules
• Lead the execution of status calls with clients and all relevant stakeholders (sales, ops, etc.) on a weekly basis to discuss current state of the programs and address any issues that need attention.

• Support the review of testing feedback during the internal Quality Assurance process in order to ensure that our clients receive quality applications
• Perform reporting and monitoring duties
• Ability to be on call as appropriate some nights and weekends. During on-call shifts, lead the resolution of critical issues that may arise. 
• Identify and execute improvements to improve efficiency and effectiveness of the implementation project process 

Qualifications/ Required Experience

• Ideal candidate has 2+ years of prior experience in project management or client-facing role, particularly in B2B software 
• Self-motivated and personable with a team spirit
• Excellent communication, writing skills, English grammar and language skills, and attention to detail
• Ability to interact with client leadership on both technical and non-technical topics 
• Advanced business applications skills (PowerPoint, Excel, Word, Visio, SQL)

• Knowledge of Agile and Agile tools (JIRA) preferred
• Knowledge of reporting analytics principles is a plus
• Knowledge and experience with Interactive Voice Response systems (IVRs) or similar customer facing self-service applications is a plus

The candidate must be eligible to work in the US. We do not provide sponsorship for employment visas.

Are you the person we are looking for?
SmartAction is looking for people to join our culture who exemplify Grit, are Unconventional, can be Audacious, and have Curiosity. If you are a driven, experienced implementation manager who represents these core values and is not afraid to roll up their sleeves and take initiative, you might be the person we are looking for. We are happy to provide a competitive benefit package to our full-time employees, including unlimited PTO, Health, Vision and Dental insurance, 401K, generous paid holidays, stock options, employee recognition awards, active (remote) social events, casual work environment, flexible working arrangements and more.