Full-Time

Director of Implementation and Support

Updated on 6/7/2024

EliseAI

EliseAI

51-200 employees

AI-driven property management communication platform

AI & Machine Learning
Real Estate

Senior

New York, NY, USA

Required Skills
Communications
SQL
Requirements
  • Experience building a customer success organization in a high growth environment, ideally at a B2B SaaS startup
  • 3+ years experience managing a team of at least 8 people
  • Technical skills including Zendesk, Postman, SQL
  • Skilled in navigating cross-functional relationships within a high-growth SaaS environment
  • Excellent written and verbal communication skills
  • Strong sense of ownership and eagerness to build and define the Support and Implementation functions
  • Ability to communicate candid, constructive feedback with your team
  • Willing to work in person at NYC headquarters 4-5 days a week
  • Experience in a previous Product role is a plus.
Responsibilities
  • Drive the adoption of new customer onboarding workflows to enhance operational scalability
  • Propose and execute on process improvements to enhance team efficiency
  • Develop streamlined implementation processes and materials to ensure quick and smooth customer onboarding
  • Ensure client outcomes are met proactively
  • Monitor client adoption, usage patterns, vendor integration success, and product configurations
  • Serve as a key escalation point for any arising issues
  • Collaborate effectively with Engineering on critical product issues
  • Escalate and prioritize issues appropriately to best serve clients
  • Work with the product team to develop internal tools for onboarding and monitoring new product launches
  • Recruit, retain, and lead a high-performing team of implementation specialists and customer support specialists
  • Regularly review team goals and metrics
  • Attract top-tier talent to join our driven team

EliseAI provides an all-in-one AI platform for property management, utilizing machine learning to automate communication through email, text, chat, and phone calls. The technology integrates with existing systems, handles prospect inquiries, schedules appointments, and offers customizable responses, ultimately increasing operational efficiencies for businesses in the housing industry.

Company Stage

Series C

Total Funding

$90.8M

Headquarters

New York, New York

Founded

2017

Growth & Insights
Headcount

6 month growth

22%

1 year growth

48%

2 year growth

92%