Technical Success - Manager at People.ai
Atlanta, GA, US
People.ai accelerates enterprise growth through the power of AI. With the industry’s only Revenue Intelligence System, People.ai frees all customer-facing teams, including salesmarketing, and customer success, from manual data entry by automatically capturing all contact and customer activity data, dynamically updating CRM and other systems of record, and providing actionable intelligence across management tools to realize the full selling capacity of the enterprise. Some of the world’s best brands are leveraging People.ai to transform their business, including Lyft, New Relic, Okta, Tanium, and Zoom.
 
At People.ai, we believe that people enrich the world around them in countless ways. We believe that the more time they spend applying their creativity, resourcefulness and critical thinking to activities that matter most in their professional life, the more effective a professional they become. We're developing a deep understanding of the professional world, mapping people, companies, and the information that flows between them through natural language processing and machine learning. Our team is a diverse, outspoken group of creatives and critical thinkers, hyper-focused on driving enterprise growth. We embrace different. We applaud non-traditional career paths. We're inspired by people who have made processes their own. 
 
As the Manager of Technical Success, you'll provide world-class support to enterprise customers leveraging the skills of Technical Success Engineers while maximizing operational effectiveness.

Responsibilities

    • Manage a team of technical success engineers and ensure consistent delivery of world-class service metrics
    • Apply knowledge of frontend and backend People.ai architecture to make process recommendations for complex customer deployments
    • Identify opportunities for improvement in internal support processes
    • Own end-to-end data analysis to optimize and automate support operations for scale.
    • Serve as a trusted technical advisor to senior leaders within customer organizations.
    • Build cross-functional relationships with Engineering, Product, and other Customer Success teams to understand the 360-degree view of People.ai’s customer experience. 
    • Enable engineering teams through optimized escalation processes, clear expected outcomes, and sufficient business context in order to reduce engineering time spent on support issues.

Requirements

    • Lead a team of 5-10 agents
    • Designed automated business processes and reporting 
    • Supported products within a CRM ecosystem (Salesforce preferred)
    • Ability to drive decisions and alignment across internal stakeholders
    • Ability to document, develop and govern new processes
Founded in 2016 and based in San Francisco, the company is backed by ICONIQ Capital, Andreessen Horowitz, Lightspeed Venture Partners, Y Combinator and others. In 2019, People.ai was recognized as a winner of the 2019 Bay Area Best Places To Work, an awards program presented by the San Francisco Business Times and the Silicon Valley Business Journal.