What we do: AI Service Management (AISM)
There are many examples of disruption in the consumer space – Uber disrupting the cab industry, Airbnb disrupting the hospitality industry and so on; but have you wondered who is disrupting support and operations? Aisera helps make businesses and customers successful by offering consumer-like user experience for support and operations. We have built the world’s first AISM solution for IT, HR, Customer Service, Facilities, and IT/Cloud Operations. With Aisera, organizations can provide a personalized and proactive experience for users by automating the resolution of tasks and actions.
The Team
We are a small but passionate team of 100+ based in the Bay Area. Aisera’s seasoned founding team has led companies through several prior successful startups and acquisitions. We give our employees a lot of responsibility and ownership of their work, and we hire people from a very wide range of backgrounds and experience. Our team members operate with a high degree of empathy for our customers and each other.
What You’ll Do
As the Director of Customer Success you will lead a team of Technical Customer Success professionals to deliver support and solutions for the Conversational AI Platform to our customers. You will develop sustainable repeatable processes across our global customer base to deliver a world class experience and continually set customers up for maximum success with the Aisera products. Working with the Global Head of Customer Success and other stakeholders, you will develop and expand our Support organization and you will own the metrics and KPI’s for our customers both during and after deployment. You will interface with the Solutions Architecture, AI Services, Product Management, Engineering, Customer Success and other teams to influence increases in customer satisfaction, renewals, expansions and new business.
What You’ll Do
- Build and lead a team of Customer Success Managers to deliver a best in class experience
- Provide coaching and training to empower the continued career development of your team
- Partner with Sales, Account Management, Customer Success Engineering and AI Services to ensure clients are set up for success in the short and long term
- Design and maintain consistent processes that allow for consistent, easy tracking of KPI’s
- Manage and assign resources based on capacity and experience and customer value
- Maintain a high level of customer satisfaction with our services
- Accurately forecast effort for capacity planning and develop an accurate capacity model to ensure proper headcount throughout the year
Who You Are
- Strong technical acumen across SaaS platforms and other relevant technologies
- Proven ability to coach and develop team members
- Experience in designing and delivering support and success for a technically complex platform
- Excellent track record of collaborating across the organization
- Highly organized, self-driven and eager to provide a superior customer service experience
What You’ll Need
- Bachelor’s degree or equivalent required
- 8+ years of experience leading technical account management, customer success, implementation and / or support teams in a SaaS environment
- Experience with Zendesk, Salesforce and other IT and Customer Service tools
- Prior experience and ability to be a trusted advisor and coach
- Ability to liaise at all levels of our client and internally and strong communication skills
- Structured approach and organized methodology to help measure and ensure success
- Analytical with the ability to work well under pressure
- Ability to travel to the customer when needed
- Understanding of nuanced customer needs, and ability to be available during normal and off hours in the event of urgent needs