AI Services Manager

What we do: AI Service Management (AISM)

There are many examples of disruption in the consumer space – Uber disrupting the cab industry, Airbnb disrupting the hospitality industry and so on; but have you wondered who is disrupting support and operations? Aisera helps make businesses and customers successful by offering consumer-like user experience for support and operations. We have built the world’s first AISM solution for IT, HR, Customer Service, Facilities, and IT/Cloud Operations. With Aisera, organizations can provide a personalized and proactive experience for users by automating the resolution of tasks and actions.

The Team:

We are a small but passionate team of 100+ based in the Bay Area. Aisera’s 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, you will be driving the deployment and use of cutting-edge Conversational AI solutions in our customer environments. We’re building a world-class Customer Operations team, where each individual loves to move fast, be challenged, and is constantly looking for opportunities to make our customers successful. AI Service Engineer partners closely with other stakeholders to understand the customer’s requirements and drive all technical aspects of the onboarding phase. This involves activities such as: Managing as well as overseeing the quality of implementations, setting up integrations to customer’s systems, designing and implementing Robotic Process Automations (RPA), running health checks etc.

You will lead the charge in defining the best practices for customer implementations to get the most out of our AI solutions. This is a highly visible role with unbound growth opportunities.

What You'll Do:

• Primary technical point of contact for onboarding customers
• Escalation Manager for all technical matters related to implementation
• Enforce best practices and quality check on all implementation components
• Onboard Aisera customers owning the end to end process from requirement analysis to go-live
• Develop custom workflows/RPAs based on customers’ requirements (requires javascript experience)
• Triage any technical issues reported by customers and work with Engineering toward the resolutions
• Stay current with the most recent changes to our product and educate customers on our offerings and updates

What You’ll Need:

• Bachelor’s or higher degree in data science, computer science, engineering, or related technical field
• 8+ years of software implementation experience working directly with customers collecting requirements and providing solutions
• 7-9 years of consulting experience with excellent process management skills
• Knowledge/Familiarity with SSO, REST APIs, AWS and software integrations
• Development experience with Python, Java, Javascript or other scripting/programming languages
• 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 as we move quickly and wear many hats in a dynamic environment