Product Owner / Scrum Master

What We Do: AI Service Management (AISM):

Aisera offers the world's 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:

At Aisera, you will be driving deployment and use of cutting edge Conversational AI solutions in our customer environments.  We’re 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 AI Solution Engineering team 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: 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 customers to get the most out of our AI solutions.

This is a highly visible role with unbound growth opportunities.  We are looking for resourceful, selfless team players who regularly go above and beyond to deliver customer value.

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.

What You’ll Do

As the Director of Implementation, you will lead a team of  AI Services Engineers and Project team members of various levels to deliver Conversational AI solutions to our customers. You will develop sustainable repeatable onboarding and implementation projects across our global customer base to deliver a world class experience and set our customers up for maximum success with the Aisera products.  You will develop and expand our Professional Services organization and you will own the metrics and KPI’s for onboarding and successful transition to Customer Success.  You will interface with the Solutions Architecture, Customer Success and other teams to influence increases in closed won percentages for renewals, expansions and new business.  

What You’ll Do

• 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

Who You Are

• 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

What You’ll Need

• 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

Benefits of Aisera

Fun place to work

Demanding job

Great team

Great opportunity

Medical, dental, and vision benefits

Holidays and flexible PTO

Paid family leave

401(k) plan

Stock Options

Employment Assistance Program