Implementation Manager

Summary

Broccoli AI is building the future of customer service for the trades, and they are seeking an Implementation Manager to own the onboarding experience for new customers. This role involves leading the setup of AI agents for HVAC, plumbing, and electrical businesses, ensuring they achieve successful integration and results from day one.

Responsibilities

• Lead onboarding for new customers, setting up their AI agents to handle calls, book jobs, and integrate with CRMs like ServiceTitan
• Customize prompt flows and voice logic to match each business’s tone, processes, and goals
• Train owners and office managers on best practices, troubleshooting, and ongoing optimization
• Monitor early adoption closely, identify risks, and ensure accounts hit key milestones in the first 30–60 days
• Collaborate with product and engineering to share customer feedback and improve AI behavior and workflows

Skills

• Have 3+ years in onboarding, customer success, or technical implementation—ideally at a fast-paced SaaS, automation, or AI company
• Are a strong communicator who can make AI and technical concepts simple for non-technical users
• Are organized and process-driven, able to manage multiple accounts in parallel and refine onboarding playbooks
• Thrive in ambiguity and speed—you move fast, solve problems proactively, and help define how we scale

Qualifications

Must Haves

• Have 3+ years in onboarding, customer success, or technical implementation—ideally at a fast-paced SaaS, automation, or AI company
• Are a strong communicator who can make AI and technical concepts simple for non-technical users
• Are organized and process-driven, able to manage multiple accounts in parallel and refine onboarding playbooks
• Thrive in ambiguity and speed—you move fast, solve problems proactively, and help define how we scale