Job Overview

At Voyc, our mission is to restore trust in the financial services sector by ensuring all customer interactions are handled with consistency and care. Our AI-powered platform helps financial services companies manage risk, improve efficiency, and drive revenue by using custom, purpose-built models for call transcription and analysis. We enable our customers to make data-driven decisions by uncovering meaningful insights from their interactions, ultimately allowing them to deliver better service and build stronger relationships with their clients.

The Customer Implementation Manager plays a pivotal role in fulfilling this mission by ensuring that new customers are onboarded quickly, engaged effectively, and empowered to derive value from our platform from day one. This role is essential to our ability to deliver on our promise of consistency and care, helping our customers achieve success and ensuring long-term retention by facilitating smooth digital transformation and adoption. As a bridge between our internal teams and customers, you will ensure that customers understand the value of our solution and are equipped to use it to its full potential, ensuring their success and driving the growth of our business.

This role requires an individual who can effectively engage with a range of personas, from economic decision-makers to managers and QA team members, all while guiding customers through the process of change and helping them overcome resistance to adopting new digital solutions. You will be responsible for understanding customer pain points, tailoring the onboarding process to meet their specific needs, and ensuring that the solution is configured to provide maximum value.

Key Responsibilities:

• Customer Onboarding and Value Realisation: Own the full customer onboarding journey, ensuring rapid time-to-value and customer success with Voyc’s products and services. Tailor the onboarding and platform configuration to align with customer needs and objectives identified during the sales process.
• Project Management: Lead and manage implementation projects from kickoff to go-live, ensuring that timelines, milestones, and deliverables are met and communicated effectively. Navigate the challenges of digital transformation and resistance to change to ensure smooth adoption of the platform.
• Cross-Functional Collaboration: Work closely with Sales, Product, Customer Success, and Integration teams to ensure seamless integration, customer satisfaction, and a smooth implementation process. Ensure that customer feedback and business objectives are clearly communicated to all stakeholders.
• Stakeholder Communication: Serve as the primary point of contact for all customers during the implementation phase. Manage expectations, provide regular updates on project progress, and address issues promptly, ensuring effective communication at all levels (including economic decision-makers, managers, and end-users).
• Training and Guidance: Facilitate training and configuration sessions for customers to ensure they understand how to use Voyc’s features and derive maximum value. Ensure the training is tailored to customer needs and clearly communicates how the solution addresses their pain points.
• Collaboration with Customer Education Team: Work closely with the customer education team to ensure that onboarding content, courses, and certifications are relevant and valuable for each customer’s specific onboarding needs.
• Risk Management: Identify potential risks or blockers during implementation and proactively develop mitigation strategies to avoid delays or roadblocks. Use strong problem-solving skills to address issues quickly and keep projects on track.
• Customer Feedback and Continuous Improvement: Gather customer feedback to identify pain points and improvement areas, feeding insights back to the product and customer education teams for continuous refinement of the implementation process and training content.
• KPI Tracking: Track and report on key performance indicators (KPIs) such as time-to-value, customer satisfaction, and project delivery efficiency, ensuring that projects stay on track and customer needs are met.

Requirements

Must Haves

• Bachelor’s degree or equivalent NQF6 qualification or above.
• Proven Project Management Experience: Minimum of 2 years’ experience managing customer-facing projects, ideally in a SaaS or technology-driven environment.
• Change Management Expertise: Experience in implementing change management principles to ensure customer adoption, especially in the context of digital transformation. Ability to help customers overcome resistance to new technology and communicate the value and benefits effectively.
• Risk and Issue Resolution: Strong problem-solving skills, with the ability to quickly identify, escalate, and resolve issues that may impact project timelines or deliverables.
• Cross-Functional Collaboration: Excellent interpersonal skills with the ability to build strong relationships and work collaboratively across multiple departments.
• Customer-Centric Mindset: Ability to build trust and strong relationships with customers, advocating for their needs while balancing business constraints. Skilled at engaging with various customer personas, from economic decision-makers to operational teams.
• Communication Skills: Strong verbal and written communication skills, capable of managing expectations, delivering difficult news in a constructive manner, and demonstrating how our solution resolves customer pain points.
• Analytical and Data-Driven: Ability to use data to inform decisions, track project performance, and drive improvements in implementation processes.

Bonus Points (Nice to have but not required)

• Project Management certifications (PMP, Agile, Scrum Master, etc.)
• Familiarity with integration platforms and technologies
• Background in change management methodologies (Prosci, Kotter, etc.)

Benefits

Join us at Voyc and be part of a dynamic, innovative team where your work will directly shape the future of our platform and empower businesses to make smarter, data-driven decisions.

In addition to gaining valuable experience and expanding your skills while building trust in financial services, working at Voyc offers:

• Market-related salary
• Option to participate in our share options program
• A supportive, growth-oriented team culture that aligns with your personal goals
• Flexible working hours
• Innovative leave policies
• Company-sponsored lunches, travel, and learning opportunities, including an annual offsite event in Cape Town and Travel to the Netherlands
• An inclusive and representative workplace

More Perks here