Implementation Lead - AI-native Startup

voiceERP; Cleveland (OH); Hybrid; USD 75,000 - 90,000; Full time

Benefits offered by this job

Equity

Premium health/dental/vision plans

Remote work (2 weeks) and 3 weeks PTO

Job summary

voiceERP is hiring to own onboarding and go-live for our Viki AI assistant in logistics. You will guide customers from signed contracts to real live usage, building a scalable, repeatable onboarding process that works across multiple sites and operators.

You will train non-technical users, collaborate with engineering to turn manual steps into product features, and establish collateral so customers can self-serve.

Qualifications

• Experience in onboarding or implementation roles in SaaS or logistics.
• Ability to train non-technical users and drive adoption.
• Strong project management and process-improvement mindset.

Responsibilities

• Own onboarding and go-live end-to-end from signed contract to live usage.
• Redesign onboarding processes to be shorter, role-specific, repeatable.
• Run launches with stand-up, announcements, enforcement plan and follow-through.
• Train non-technical operators: owners, ops managers, HR assistants, dispatchers, drivers.
• Create collateral (videos, checklists, guides) to enable self-live adoption.
• Collaborate with engineering to turn manual onboarding into product features.
• Monitor activation and identify accounts at risk and report truthfully.
• Document processes so future hires can replicate the role.

Skills

Operations management

Training & onboarding

Implementation

Customer success

Communication

Empathy

Organized

Job description

Ever tried to convince a 58-year-old dispatcher who has never used Excel that an AI is about to change how she does her job?

That's this role.

My name is Nick. I'm the CEO of voiceERP. We're reimagining what it's like to work as a frontline logistics employee.

We're building Viki: an AI assistant for logistics. Think Siri — except she speaks without being asked, and she's made just for logistics.

Today, thousands of Amazon delivery drivers talk to Viki every single day. She runs payroll review, handles dispatch calls, monitors routes in real time, and joins drivers in their cab through our hands-free communication invention, Zap.

Our customers love the product. Our customers also run 24/7 operations on razor-thin margins, employ people who have never used a piece of business software, and are being asked to change how their entire back office works.

Getting from "we signed" to "this changed our business" is the hardest problem in our company right now.

That's your job.

The package

• $75-$90k salary and significant commission potential
• Meaningful equity
• Fully covered, premium health, dental, and vision plans
• 2 weeks of remote work, 3 weeks of PTO

Who We Are

We are a seed-stage company backed by Salesforce VC and Pejman Nozad of Pear Capital (the #1 Seed Investor according to Forbes).

Our valuation and growth are in the top 25% of seed-stage startups. We grew >15x in 8 months.

Our technology includes a patent-pending protocol that powers real-time AI agent communications. Our customers are pulling us into adjacent industries faster than we can keep up. And we're just getting started.

We're based in Cleveland. We pay generously. And we have a lot of fun.

The Role

You will own the moment a customer goes from signature to actually running their business on Viki.

Right now that process is a two-hour phone call, a lot of hope, and one extremely talented person named Liz doing the work of three people. It does not scale. It has to — we're heading into a period where we'll onboard more customers in a month than we did in our first year.

This is not a support role. This is not a ticket queue. This is not QBRs and health-score spreadsheets.

You'll be on the phone with a DSP owner in Chicago at 6 AM. You'll be standing in a warehouse in Dallas at stand-up explaining to 60 drivers why they should trust the voice in their van. You'll be rebuilding, from scratch, how a company teaches its product to people who don't want to be taught.

The problems are real ones:

• How do you train four customers at once instead of one?
• How do you get a driver who didn't ask for any of this to log in every single morning?
• How do you make your training into something that sticks?
• How do you know an account is in trouble before the cancellation email arrives?
• What do you hand to a customer so that we're not the bottleneck — so they can get themselves live?

Some of the answer is process. Some of it is product — you'll work directly with our engineering team to build Viki into her own onboarding specialist. You'll have real influence over what we build.

If we do this right, we scale to hundreds of customers without losing what makes them love us.

What You'll Do

• Own onboarding and go-live end to end — from signed contract to a customer whose team is actually using the product
• Rebuild the onboarding process itself: shorter, role–specific, repeatable, and not dependent on any one person's memory
• Run launches — the stand–up, the announcement, the enforcement plan, the follow–through
• Train non-technical operators: owners, ops managers, HR assistants, dispatchers, drivers
• Build the collateral — videos, checklists, playbooks, guides — that lets customers get themselves live
• Work with engineering and product to turn manual onboarding steps into product features
• Track activation like a hawk and tell us the truth about which accounts are in trouble
• Write it all down, so the next five people we hire can do this without asking you

Who You Are

This role is about judgment, empathy, and hustle more than resumes.

The single question we care most about: are you able to personally change the daily behavior of 50+ workers who didn't want to change?

You might be a great fit if:

• You've run operations, training, or implementation somewhere real — a logistics fleet, a warehouse, a restaurant group, a field services company, a call center
• You can hold a room of skeptical people and make them laugh
• You can explain something complicated to someone who is tired, busy, and not interested
• You're extremely organized — checklists, follow–ups, nothing dropped
• You'd rather build the system than be the system
• You don't need a script to be handed to you, because you're going to write it
• You're comfortable with occasional evenings and weekends, because our customers run 24/7

Bonus:

• You've worked at or with an Amazon DSP or other logistics fleet
• You have implemented software for people who don't like software
• You have a SaaS customer success background
• You are fluent in Spanish

Why This Is Special

• You'll work directly with me and our Head of Customer Success
• You'll own a function that will determine whether this company works
• You'll build a function from zero, and hire the team that grows it
• You'll build product, not just process — engineering is in the room with you
• You'll be paid well and trusted early

Our customers are veterans, teachers, and immigrants running small businesses under enormous pressure, where a weekly scorecard decides whether they survive. When this works, it genuinely changes their lives, and they LOVE us.