Job Description

Why TheLoops Needs You

Along with IFS, TheLoops is revolutionizing how leaders and teams work with our agentic platform, driving unprecedented efficiency and scale. We're seeking a motivated and resourceful leader to be the primary technical force behind our customer deployments and to manage a team of Implementation Engineers and Technical Account Managers. You will own the full project lifecycle for high-stakes implementations, guiding customers' support operations onto our cutting-edge AI Agent platform for a seamless transition.

The ideal candidate will have a killer combination of technical smarts , a knack for solving tough problems, and the ability to speak fluently to everyone from the C-suite to individual contributors. You'll thrive working autonomously in a fast-paced environment with a deep understanding of what our customers need to succeed.

What You'll Be Doing

As a key member of our Customer Deployment team, you will be the primary technical expert for customers and the leader of your team. This means you'll be:

Leadership and Management Responsibilities:

• Strategic Planning : Develop and refine deployment strategies and processes to ensure scalability and efficiency.
• Performance Management : Set goals, provide feedback, and conduct performance reviews for your team.
• Customer Success Oversight : Oversee all implementations and post-implementation support to ensure customer satisfaction and long-term success.

Hands-on Implementation Responsibilities:

• Leading with Discovery : Dive deep with customers to understand their unique needs, data, and integration points.
• Architecting Solutions : Analyze current workflows and content to recommend how they can best leverage TheLoops's capabilities.
• Building and Configuring : Bring the platform to life by building AI agents, configuring the platform, and setting up all integrations, workflows, and dashboards.
• Strategizing and Executing : Create implementation plans, manage timelines, and perform critical data migrations from legacy tools to TheLoops.
• Empowering Users : Host training sessions and workshops to ensure our customers are experts on our platform.
• Being a Champion for Our Customers : Provide ongoing support and troubleshooting to guarantee a smooth transition and long-term success.
• Collaborating Across the Board : Work closely with our sales, engineering, and product teams to tackle challenges and ensure a seamless customer experience.

Qualifications

We are an AI company, so you should approach your work with a growth mindset and find ways to leverage AI to make faster, smarter decisions.

• You have at least 5+ years of experience as a Technical Consultant Lead or Implementation Engineer Lead, with a solid understanding of professional services.
• You're passionate about AI and possess a working understanding of concepts like LLMs, embeddings, prompt engineering, and vector databases.
• You're technically adept and comfortable with RESTful APIs (JSON) , data migration, and configuring complex software integrations.
• You have experience implementing or engineering customer support systems. Familiarity with TheLoops, Zendesk, FreshDesk , or similar platforms is a huge plus.
• You're a natural educator and excel at communicating with diverse audiences, from developers to executives.

What Success Looks Like in 3-6 Months

Within your first 3-6 months, you will have successfully demonstrated your impact by:

• Becoming an Expert : You'll be fully proficient with TheLoops's platform, confidently navigating its features, integrations, and configuration options. You'll also have a deeper understanding of the common challenges and pain points our customers face.
• Leading Implementations : You will have autonomously managed and completed at least two high-stakes customer implementations from start to finish. This includes leading the discovery phase, architecting the solution, configuring the platform, and successfully migrating data.
• Driving Customer Value : You will have received positive feedback from customers, validating that you've not only met their technical requirements but have also empowered their teams and improved their operational efficiency.
• Strengthening Team Collaboration : You will have established strong working relationships with the sales, engineering, and product teams, providing valuable feedback from the field to help improve our product and processes.

Additional Information

What We’re Offering

• Salary Range: $125,000-160,000
• Flexible paid time off, including sick and holiday
• Medical, dental, & vision insurance
• 401K with Company contribution
• Flexible spending accounts
• Life insurance and disability benefits
• Tuition assistance
• Community involvement and volunteering events

M/F/Disabled/Vet VEVRAA Federal Contractor. We are a Drug-Free Workplace. Interested candidates should apply at: www.ifs.com/about/careers-at-ifs

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer