What we do: AI Service Management (AISM) 

At Aisera, we’re building a world-class Customer Operations team comprising Professional Services (AI Services), Customer Success and Customer Engineering, where each individual loves to move fast, be challenged, and is obsessed with making our customers wildly successful. 

As a Customer Success Operations Leader, you will partner closely with internal teams to help bridge business and technology, helping customers realize the art of the possible with cutting-edge Conversational AI. Your job is to facilitate and lead functional and cross-functional, end-to-end customer operations process mapping and analysis to identify areas for process improvement, simplification, and automation. You are expected to be resourceful, a selfless team player, and regularly go above and beyond your “day job”. The upside is that this is a highly visible role with unbound growth opportunities.

What You’ll Do:

• Implement Customer Operation processes, policies, and metrics to support customer outcomes and business growth throughout the post sale customer journey 
• Curate content and playbooks to allow the Customer Operations team to more efficiently and consistently deliver customer outcomes
• Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth
• Collaborate with Customer Operations leadership team to develop training and enablement to drive efficiency
• Support the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation, and telemetry
• Stay current with the most recent changes to our product and recommend and make changes to the support systems accordingly
• Build QBR Decks, smartsheet Dashboards, Zendesk Dashboards and Salesforce Reports

What You’ll Need:

• 7-10 years of experience in which at least 5 years in Technical Support Operations or Customer Success Operations role.
• Experience with Customer Success Management systems (e.g., Gainsight/Totango/Client Success/Catalyst etc., digital marketing tools)
• Experience with Customer Support Tools (e.g., Salesforce, Zendesk, etc.)
• Good understanding of cloud architecture, various SaaS/PasS technologies
• Hands on Experience with IT, IT Automation, and Technical Support systems 
• Bachelor’s or higher degree in computer science, engineering, or related technical field
• A passion for customers and problem-solving, desire to go deep and become familiar with the customer’s technical and business environment
• Comfortable in a startup environment, we move quickly and wear many hats in a dynamic environment

Benefits of Aisera:

• Fun place to work
• Great team
• Great opportunity
• Medical, dental, and vision benefits
• Holidays and flexible PTO
• 401(k) plan
• Stock Options
• Employment Assistance Program