Implementation Manager

About us 

VERSA AI is an innovative and fast-growing start-up in the Contact Centre automation space designing and deploying GenAI voice and chat agents. We’re on a mission to build and support the Contact Centre of the future, using the power of conversational AI to create natural, beautiful conversations between humans and machines. 

Our technology helps clients deliver exceptional customer experiences while simultaneously cutting costs and scaling efficiently. An Australian-founded business with a strong foothold in the US, we are expanding our operations and building out our team on the ground in the critical market. 

We are looking for passionate, entrepreneurial individuals who are eager to make a significant impact in a dynamic, fast moving environment, and who want to shape how we deliver our platform and inform what we build next through real world implementations. 

About the Role 

We are hiring an Implementation Manager to help scale customer deployments of VERSA AI’s conversational AI platform. Reporting to the Head of Operations, this role serves as the orchestration point between technical execution, conversation design, and customer success. 

You will lead client implementations end-to-end from pre-sales support through go-live and hypercare, whilst working with the Head of Operations to implement the processes, templates, and operating rhythms that will define how VERSA AI delivers value as we scale. 

This role also plays a key part in closing the feedback loop between implementation experience and product/GTM strategy, ensuring that what we learn from deployments directly informs what we build and how we sell. 

Key Responsibilities 

Implementation Delivery 

• Co-lead customer implementations from kickoff through go-live and hypercare with the Customer Success Manager 
• Serve as the delivery point of contact during implementation, managing timelines, scope, risks, and stakeholder alignment 
• Coordinate cross-functional execution across Forward Deployed Engineers, Conversation Designers, and Customer Success Managers 
• Translate customer requirements into clear implementation plans, milestones, and acceptance criteria 
• Run customer-facing meetings, design reviews, and go/no-go launch checkpoints 

Pre-Sales Support 

• Join prospect calls alongside Account Executives to confirm technical feasibility and scope 
• Provide implementation perspective during scoping and proposal stages 
• Leverage vertical domain expertise from past deployments to support the sales motion 

GTM and Product Feedback 

• Surface recurring client requirements, integration patterns, and friction points to the product team 
• Contribute implementation learnings to GTM messaging and competitive positioning 
• Identify expansion opportunities during delivery and flag them to CSMs 

Process and Tooling 

• Establish scalable implementation processes, documentation, and tooling (project plans, kickoff templates, QA checklists, handoff artefacts) 
• Track and report on delivery KPIs such as time-to-value and implementation velocity 
• Continuously improve cross-functional workflows as implementation volume grows 

Who we are looking for 

The ideal candidate is a hands-on delivery leader and systems builder who thrives in ambiguity and enjoys creating structure in fast-moving environments. 

You are comfortable working at the intersection of customers, engineers, and designers, and you take pride in turning complex AI deployments into predictable, repeatable outcomes. 

Key Characteristics 

• Strong ownership mindset with comfort being the single-threaded owner of delivery outcomes 
• Technically fluent enough to manage API and integration-heavy projects without being an engineer 
• Ability to translate technical concepts for non-technical stakeholders 
• Highly organised, detail-oriented, and process-driven 
• Strong written and verbal communicator who can align diverse stakeholders 
• Motivated by building foundational systems, not just running existing ones 
• Awareness of change management principles and their role in successful implementations 

Required Experience 

Required 

• 5+ years of experience leading customer-facing implementations or technical projects in B2B SaaS or enterprise software 
• Proven experience managing cross-functional delivery involving engineering and customer-facing teams 
• Experience owning project scope, timelines, risks, and customer communications end-to-end 
• Demonstrated ability to create and document repeatable processes and workflows 
• Agile or hybrid project management experience in small, fast-moving teams 

Bonus 

• Experience with AI/ML products, conversational AI, or complex integration-driven platforms 
• Familiarity with APIs, webhooks, cloud platforms, and system integrations 
• Experience collaborating closely with UX, design, or conversation design teams 

The benefits 

• You won’t inherit a mature playbook, you’ll write it. This is a foundational hire that will define how VERSA AI delivers. 
• You’ll work directly with clients and see the tangible impact of your work in production. 
• You’ll have a seat at the table where product, GTM, and delivery strategy intersect. 
• You’ll join a team that values ownership, speed, and craftsmanship over process theatre. 
• You’ll be part of a fast-growing company at the forefront of conversational AI. 
• Competitive salary. 
• Highly flexible work environment with a remote-first company. 

We believe that diversity is critical to our success. We will not discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.