Aisera: Lead Customer Success Engineer

Company: Aisera
Location: Palo Alto
Posted on: November 18, 2021

Job Description:

What We Do: AI Service Management (AISM):Aisera offers the worlds first AI-driven service experience solution that automates operations and support for IT, Sales and customer service, making businesses and customers successful by offering consumer-like self-service resolutions to users. Aisera fast tracks the digital transformation journey with user and service behavioral intelligence that drives end-to-end automation of tasks, actions, and business processes. Aisera is a top-tier, VC-funded startup headquartered in Palo Alto, Calif. and a strategic partner with AWS, Microsoft Azure, Google Cloud, ServiceNow and Salesforce.Aisera has received numerous recognitions, including the following: Forbes AI50; CNBC Upstart 100 Top Startup; Gartner Cool Vendor; Red Herring Top 100 Global Innovator; CIO Innovation Startup Award; CIO Review Top ITSM Solution; Aragon Research Hot Vendor; TiE50 Startup Award; and Silicon Review 50 Most Admired Companies.The Team:We are a small but passionate team of 100+ based in the Bay Area. Aiseras 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.The Role:At Aisera, were building a world-class Customer Success team, where each individual loves to move fast, be challenged, and is constantly looking for opportunities to make our customers successful. The CSE team partners closely with CSMs to understand customer requirements and drive all technical aspects of the onboarding phase. This involves activities such as: setting up integrations to customers systems, designing and implementing RPAs, running health checks etc. You will manage, mentor, and lead other members of the CSE team, provide them with guidance in their project deliverables and be responsible for delivering the desired business outcomes of our customers. Youll be 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 Youll Do:Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our onboarding processesLead all necessary onboarding activities: work with internal teams (Product, Engineering, Data Science, etc.) for onboarding, education, workshops, escalation management, and other activities to ensure successful customer launchManage enterprise data and system integrations and help resolve issues quicklyTriage any technical issues reported by customers and work with Engineering toward the resolutionsStay current with the most recent changes to our product and educate customers on our offerings and updatesMeasure and report internally and externally on customers project progress, usage, and health KPIsProactively Identify risks and collaborate closely with team members to address all issues to assure fast resolution and high customer satisfactionAbout You:5+ years of experience managing enterprise SaaS implementation, integration, and/or support projects3+ years of experience in a managerial roleExperience with ITSM platform, IT Automation, and Technical Support systems is a big plusGood understanding of cloud architecture, various SaaS/PasS technologiesHands-on experience with java, javascript, python, or other scripting/programming languagesKnowledge of REST APIs and security standards (authentication/authorization) & practicesFamiliarity with AI/ML and related technologies and conceptsA passion for customers and problem-solving, desire to go deep and become familiar with the customers technical and business environmentDeep knowledge of Customer Success KPIs, flows, activities, and routines, managing large and complex accountsBachelors or higher degree in computer science, engineering, or related technical fieldComfortable in a startup environment, we move quickly and wear many hats in a dynamic environmentOutstanding Presentation and Communication Skills: Must be able to present to various persona and levels within our customer organizations

Keywords: Aisera, Palo Alto , Aisera: Lead Customer Success Engineer, Engineering , Palo Alto, California