Head of Customer Engineering

Aisera is a leading provider of AI Copilot solutions, utilizing AiseraGPT and Generative AI to facilitate business transformation and drive revenue growth through a self-service model. Aisera’s AI Copilot uses industry and domain-specific LLMs to deliver human-like experiences and auto-remediate requests through AI workflows. With 400+ integrations and 1200+ prebuilt workflows, customers achieve 75%+ automation and 90% cost reduction.

Aisera has received numerous recognitions, including the following: FastCompany Best Workplaces for Innovators; Inc 5000 Award for Fastest Growth; Forbes AI50; EY Entrepreneur of the Year 2023; CNBC Upstart 100 Top Startup; Gartner Cool Vendor; Red Herring Top 100 Global Innovator; CIO Innovation Startup Award; CIO Review Top ITSM Solution; and Silicon Review 50 Most Admired Companies. 

Our 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.

Join our dynamic and fast-paced team and be a part of our journey to revolutionize the industry.

The Role: 

We are seeking a dynamic and results-driven Customer Engineering Leader to join our growing team. In this critical role, you will lead a talented team of customer engineers, working closely with cross-functional teams to ensure the successful implementation and ongoing support of our SaaS solutions for our enterprise clients. You will play a pivotal role in ensuring that our customers receive a world-class experience and achieve their desired outcomes with our software.

This role is based out of our Palo Alto, CA office.

Responsibilities:

Team Leadership:

• Lead, mentor, and inspire a team of customer engineers, fostering a culture of collaboration, accountability, and continuous improvement.
• Provide clear guidance and set performance expectations for team members.

Customer Onboarding and Implementation:

• Oversee the seamless onboarding and implementation of our SaaS solutions for enterprise clients, ensuring that their specific needs and objectives are met.
• Collaborate with Sales, Product, and Support teams to gather client requirements and create tailored implementation plans.

Technical Expertise:

• Stay updated on the latest industry trends and product knowledge to provide expert guidance to both the team and customers.
• Resolve complex technical challenges and act as an escalation point for critical customer issues.

Customer Success:

• Work closely with the Customer Success team to ensure customers are achieving their desired outcomes and deriving maximum value from our solutions.
• Develop and maintain strong relationships with key customer stakeholders.

Performance Metrics:

• Define and track key performance indicators (KPIs) to measure the effectiveness of customer engineering operations.
• Continuously analyze data to identify areas for improvement and implement process enhancements.

Documentation and Training:

• Develop and maintain documentation, best practices, and training materials for customer engineering processes.
• Conduct training sessions for customers and internal teams as needed.

Collaboration:

• Collaborate with Product Management to provide customer feedback and insights for product enhancements and future development.

Basic Qualifications:

• 5+ years of proven experience in a leadership role within the SaaS industry, with a track record of successful customer engineering or implementation.
• 5+ years of software development experience with Java/JavaScript/Python or another scripting/programming language
• Knowledge of REST APIs and security standards (authentication/authorization) & practices
• Strong technical background and ability to grasp complex technical concepts.
• Exceptional communication and interpersonal skills.
• Strong Project Management and organizational abilities.
• 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.
• Bachelor’s or higher degree in computer science, engineering, or related technical field.

Preferred Qualifications:

• Startup experience
• Enterprise Sa