RAD delivers artificial intelligence-based solutions,focused on workflow automation, via security & concierge services.
Software Implementation Manager
Location
United States
Posted
7 hours ago
Salary
$60K - $65K / year
Seniority
Senior
Job Description
Software Implementation Manager
Robotic Assistance Devices
• Monitor device health continuously; when a device goes offline, create a ticket, notify the client with clear next steps, and partner with the hardware team through resolution. • Perform root cause analysis on software and hardware issues, and implement corrective and preventive solutions. • Troubleshoot low-voltage systems, network connections, and configurations to ensure they meet performance standards within RAD's software platform. • Provide on-site and remote support for hardware deployment and system troubleshooting. • Oversee integration and testing of RAD's software with proprietary robotics hardware, and manage software updates with minimal disruption to end-users. • Ensure every client participates in training sessions and device setup calls; record sessions when possible, and distribute guides and reference materials. • Deliver hands-on demonstrations and training tailored to each client's needs. • Regularly spot-check devices, detections, alarm queues, and login activity to confirm healthy detection rates, minimal false positives, and timely alarm acknowledgment. • Conduct quarterly check-ins and recommend refresher training or workflow updates as needed. • Respond to client communication as quickly as possible; even without an immediate resolution, acknowledge requests and clearly communicate next steps. • Deliver clear, concise communication to both technical and non-technical stakeholders. • Provide regular progress updates to internal and external stakeholders, maintaining transparency. • Ensure detections align with client goals and real-world use cases. • Share analytics and reporting consistently, highlighting incidents prevented and security improvements. • Gather client feedback, escalate software requests to the development team, and recommend analytics or workflow enhancements accordingly.
Job Requirements
- Solid IT fundamentals — networking basics, low-voltage systems, and general technical troubleshooting
- Experience with root cause analysis and technical documentation
- Comfort working hands-on with hardware deployments as well as software platforms
- A proactive communicator who follows up without being asked
- Strong problem-solving skills and a bias toward action
- Ability to manage multiple client relationships and priorities at once
- Prior experience in technical support, implementation, IT, or a related client-facing technical role is a plus
Benefits
- Medical: Base PPO option 100% employer-paid for the employee, 50% employer-paid for dependents ("buy-up" options also available)
- Life Insurance
- Short-Term Disability Insurance
- Long-Term Disability Insurance
- Employee Assistance Program
- Eligible for stock and/or option awards based on tenure and performance
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