rippling
Senior Implementation and Support Manager
Audyence
Austin, USA
Full-time
Senior · 5+ years experience
Onsite
Discovered 1 weeks ago
MarketoEloquaPardot
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Role Overview
This is the senior seat in Audyence's implementation and support function, and you are here to modernize it. The work happens every day and it happens well. What it does not have underneath it yet is much of a system, and building that is the half of the job that makes this role a senior one.
We are growing quickly, and this function has to grow with it by getting sharper rather than simply larger. So you rebuild the processes so they scale, you hold the quality bar while they do, and you put AI and automation wherever they genuinely make the work better instead of only faster. You will not be handed a playbook. You will write the one that outlasts you.
That means two jobs at once, and both are yours. You get customers live on the platform and you keep them unblocked, hands on, in the product, every day. And you, with the VP of CX, decide how that work gets done: what onboarding looks like for a large account against a small one, what the support queue runs on and what it promises, what gets recorded once so it never has to be answered again, and which recurring problems are training gaps rather than product gaps.
You work alongside an Enterprise Customer Success Manager (CSM) who owns the relationship, the strategy and the account's commercial forecast. You own whether the platform works. The boundary between the two is written down rather than negotiated case by case, and holding it is part of the job.
You report to the VP of Customer Experience (CX). Audyence is embedding AI at the core of how we build our teams, with an agentic layer designed to maximize what every person here can do, so this role is built for someone who already works that way and wants to go further.
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MarketoEloquaPardot
Full Job Posting
Role Overview
This is the senior seat in Audyence's implementation and support function, and you are here to modernize it. The work happens every day and it happens well. What it does not have underneath it yet is much of a system, and building that is the half of the job that makes this role a senior one.
We are growing quickly, and this function has to grow with it by getting sharper rather than simply larger. So you rebuild the processes so they scale, you hold the quality bar while they do, and you put AI and automation wherever they genuinely make the work better instead of only faster. You will not be handed a playbook. You will write the one that outlasts you.
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