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Director, Customer Engineering - Palo Alto, United States - AISERA
Description
Aisera is a leading provider of AI Copilot solutions, utilizing AiseraGPT and Generative AI to facilitate business transformation and drive revenue growth through a self-service model.
Aisera has received numerous recognitions, including the following: FastCompany Best Workplaces for Innovators; Inc 5000 Award for Fastest Growth; Forbes AI50; EY Entrepreneur of the Year 2023; CNBC Upstart 100 Top Startup; Gartner Cool Vendor; Red Herring Top 100 Global Innovator; CIO Innovation Startup Award; CIO Review Top ITSM Solution; and Silicon Review 50 Most Admired Companies.
Our 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.Join our dynamic and fast-paced team and be a part of our journey to revolutionize the industry.
The
Role:
We are seeking a dynamic and results-driven Customer Engineering Leader to join our growing team.
In this critical role, you will lead a talented team of customer engineers, working closely with cross-functional teams to ensure the successful implementation and ongoing support of our SaaS solutions for our enterprise clients.
You will play a pivotal role in ensuring that our customers receive a world-class experience and achieve their desired outcomes with our software.
This role is based out of our Palo Alto, CA office.Responsibilities:
Lead, mentor, and inspire a team of customer engineers, fostering a culture of collaboration, accountability, and continuous improvement.
Provide clear guidance and set performance expectations for team members.
Customer Onboarding and Implementation:
Oversee the seamless onboarding and implementation of our SaaS solutions for enterprise clients, ensuring that their specific needs and objectives are met.
Technical Expertise :
Stay updated on the latest industry trends and product knowledge to provide expert guidance to both the team and customers.
Customer Success:
Work closely with the Customer Success team to ensure customers are achieving their desired outcomes and deriving maximum value from our solutions.
Performance Metrics :
Define and track key performance indicators (KPIs) to measure the effectiveness of customer engineering operations.
Continuously analyze data to identify areas for improvement and implement process enhancements.
Documentation and Training :
Develop and maintain documentation, best practices, and training materials for customer engineering processes.
Conduct training sessions for customers and internal teams as needed.
Collaborate with Product Management to provide customer feedback and insights for product enhancements and future development.
Basic Qualifications :
5+ years of proven experience in a leadership role within the SaaS industry, with a track record of successful customer engineering or implementation.
Strong technical background and ability to grasp complex technical concepts.
Exceptional communication and interpersonal skills.
Strong Project Management and organizational abilities.
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.Bachelor's or higher degree in computer science, engineering, or related technical field.
Preferred Qualifications:
Startup experience
Compensation:
At Aisera, we strive to design equitable and explainable compensation programs. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience.
Role:
For this role, our current base pay ranges is:
BASE SALARY:
$175,000-$225,000
This role may also be eligible for benefits, bonuses, and equity.
Aisera is Global and our success draws upon the diverse viewpoints, skills and experiences of our employees.
We are proud to be an equal opportunity employer and are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or veteran status.
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As set forth in Aisera's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.
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An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S.military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
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For government reporting purposes, we ask candidates to respond to the below self-identification survey.
Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.
As set forth in Aisera's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.
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As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA.
Classification of protected categoriesis as follows:
A "disabled veteran" is one of the following: a veteran of the U.S.
military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S.
military, ground, naval, or air service.An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S.
military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S.military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
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