Product Owner / Scrum Master
Confirmed live in the last 24 hours
Palo Alto, CA, USA
Experience Level
Desired Skills
Customer Service
  • Proven ability to coach and develop team members
  • Experience in designing and delivering implementation services 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
  • Bachelor's degree or equivalent required
  • 5+ years of experience leading implementation and / or solutions engineering teams in a SaaS environment
  • Experience with ServiceNow, 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
  • Lead a team of AI Services Engineers and other Implementation team members to deliver a best in class onboarding experience
  • Provide coaching and training to empower the continued career development of your team
  • Partner with Sales, Account Management, and Customer Success 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 incoming projects to resources based on capacity and experience and customer experience
  • Maintain a high level of customer satisfaction with our services
  • Accurately forecast incoming and outgoing project work for capacity planning and develop an accurate capacity model to ensure proper headcount throughout the year
Company Overview
Aisera offers solutions for IT, HR, customer service, facilities, and cloud operations of companies, businesses, and organizations.