Technical Services Manager

Join our team at ASAPP, where we're developing transformative Vertical AI designed to improve customer experience. Recognized by Forbes AI 50, ASAPP designs generative AI solutions that transform the customer engagement practices of Fortune 500 companies. With our automation and simplified work processes, we empower people to reach their full potential and create exceptional experiences for everyone involved. Work with our team of talented researchers, engineers, scientists, and specialists to help solve some of the biggest and most complex problems the world is facing.

We're seeking a Technical Services Manager who has 2-3 years of product and enterprise customer-facing experience. As a Technical Services Manager, you will manage a portfolio of customers post-launch, working with our Engineering teams and enterprise customer stakeholders to identify, prioritize, and implement solutions that align with ASAPP's offerings. You will also work to triage any customer reported production issues, ensuring that each deployment continues seamless operation. You'll collaborate with our Engagement Management and Engineering teams to prioritize resolution of issues and implementation of new work within and across customers.

We're ultimately looking for customer-facing professionals who can deftly manage customer expectations and production incidents in ambiguous environments, think on their feet, build consensus, exercise sound judgment in high-pressure situations, all while driving the development of a world-class AI product. You'll need to get scrappy, learn quickly, fix problems when you see them and take care of your teammates. In exchange, we can offer you an unparalleled opportunity for impact - AI is one of the most profound developments in human history, and we're building and deploying it on an unmatched scale.

There is a hybrid component to this role, and we are targeting candidates that are in a commutable distance from one of our offices in either New York City or Mountain View, CA.

What you'll do

• Manage post launch operations for a portfolio of ASAPP customers
• Ensure successful lifecycle of customer escalations
• Lead customer bridges around defects
• Work with internal and external teams to triage and prioritize bugs
• Enhance existing process documentation

What you'll need

• 2-3 years of product and enterprise customer-facing experience
• Self-starter mentality (you find problems and fix them), resourcefulness, comfort working in ambiguous environments
• Strong outcome- and value-orientation
• Technical experience, specifically with monitoring and logging tools
• Experience dealing with complex interpersonal dynamics and working with a wide range of our customers' stakeholders, from day-to-day project managers up to their executives and C-Suite
• Desire to work cross-functionally with internal teams, including Deployment, Technical Project Management, Engagement Management, and Engineering
• Ability to clearly and concisely oversee customer communications related to production incidents

What we'd like to see

• Experience managing defect life cycles in a SaaS environment
• Experience testing functionality in an agile environment 
• Experience managing strategic customer communications and relations
• Experience in a start-up environment

ASAPP is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. If you have a disability and need assistance with our employment application process, please email us at [email protected] to obtain assistance. #LI-AG1 #LI-Hybrid