Software Implementation Manager

Responsibilities

• 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, elevate software requests to the development team, and recommend analytics or workflow enhancements accordingly.

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.

Core Competencies

Demonstrates expertise in troubleshooting low‑voltage systems and network connections while providing exceptional client support and training. Proficient in root cause analysis and technical documentation, ensuring effective communication with both technical and non-technical stakeholders.