Job Description
The Implementation Specialist, Upsells AI Receptionist (AIR) is responsible for guiding existing Weave customers through the implementation, training, and activation of TrueLark, Weave's AI-powered receptionist platform. This role serves as the primary point of contact throughout onboarding, ensuring customers are properly configured, trained, and prepared to successfully adopt AI-driven scheduling, texting, and communication workflows. You will manage a portfolio of customers at various stages of implementation, balancing project management, customer education, technical troubleshooting, and go-live execution. Success in this role is measured by customer adoption, implementation quality, customer satisfaction, and long-term retention. Hybrid Position: Monday–Wednesday in office, Thursday–Friday remote Schedule: 7:00 AM–4:00 PM or 8:00 AM–5:00 PM Reports To: Manager of Onboarding What You Will Own Serve as the primary implementation specialist and trusted advisor from kickoff through go-live. Manage a portfolio of customers in various stages of onboarding. Lead customer training and activation calls for AI Receptionist and TrueLark products. Review and validate customer AI setup preferences, scheduling configurations, business information, insurance settings, and workflow requirements. Train customers on AI Receptionist features including: AI Voice AI Texting Online Booking Missed Call Text Unified Inbox Call Intelligence Needs Attention workflows Configure and activate TrueLark within Weave systems. Conduct test calls and validate customer workflows before go-live. Troubleshoot implementation issues and partner with Product, Support, Operations, and Engineering teams when necessary. Proactively manage customer expectations and communicate implementation milestones. Handle customer escalations and adoption concerns. Ensure customers understand how to maximize the value of both Weave and TrueLark. Document customer interactions, implementation progress, and next step
