Senior Solutions Architect

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:

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.

As a Regional Sales Director your responsibilities will include being a leader for the Enterprise Team and developing sales/revenue from enterprises with revenues greater than $2B. You will be responsible for building reference accounts, and such other areas of responsibility as the Company may deem appropriate.

What You'll Do:

• Lead all necessary onboarding activities: work internal teams for onboarding, education, workshops, escalation management, and other activities to ensure successful customer launch
• Develop custom workflows based on customers’ requirements (requires JavaScript experience) 
• Support enterprise data and technology integrations and help resolve issues quickly
• Triage any technical issues reported by customers and work with Engineering toward the resolutions
• Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging our solution to achieve the highest value
• Stay current with the most recent changes to our product and educate customers on our offerings and updates
• Identify and communicate customer’s pain points and enhancement requests to the product team
• Proactively Identify risks and collaborate closely with team members to address all issues to assure fast resolution and high customer satisfaction
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our onboarding processes
• Measure and report internally and externally on customers project progress, usage, and health KPIs

What You'll Need:

• 5+ years of experience managing enterprise SaaS implementation, integration, and/or support projects
• Hands-on experience with Java, JavaScript, Python, or another scripting/programming languages
• Good understanding of cloud architecture, various SaaS/PasS technologies
• Knowledge of REST APIs and security standards (authentication/authorization) & practices
• Experience with IT, IT Automation, and Technical Support systems is a big plus
• Familiarity with AI/ML and related technologies
• Deep knowledge of Customer Success KPIs, flows, activities, and routines, managing large and complex accounts
• Bachelor’s or higher degree in computer science, engineering, or related technical field
• Outstanding Presentation and Communication Skills: Must be able to present to various persona and levels within our customer organizations
• 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
• Embody strong account management skills; comfortable and seasoned in managing external partners and providing exceptional customer support

Benefits of Aisera

Fun place to work

Demanding job

Great team

Great opportunity

Aisera Benefits

Medical, dental, and vision benefits

Holidays and flexible PTO

Paid family leave

401(k) plan

Stock Options

Employment Assistance Program