Customer Experience – Customer Experience /
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 Customer Success, Deployment, and Engineering teams to prioritize resolution of issues 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.
What you'll doManage post launch operations for a portfolio of ASAPP customersEnsure successful lifecycle of customer escalationsLead customer bridges around defectsWork with internal and external teams to triage and prioritize bugsEnhance existing process documentationWhat you'll need2-3 years of product and enterprise customer-facing experienceSelf-starter mentality (you find problems and fix them), resourcefulness, comfort working in ambiguous environmentsStrong outcome- and value-orientationTechnical experience, specifically with monitoring and logging toolsExperience 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-SuiteDesire to work cross-functionally with internal teams, including Deployment, Technical Project Management, Engagement Management, and EngineeringAbility to clearly and concisely oversee customer communications related to production incidentsWhat we'd like to seeExperience managing defect life cycles in a SaaS environmentExperience testing functionality in an agile environment Experience managing strategic customer communications and relationsExperience in a start-up environmentCompetitive compensationStock optionsOSDE 410 for the family groupWellness perksMac equipment3 weeks of vacationTraining and development 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 ****** to obtain assistance. #LI-AG1 #LI-Remote #J-18808-Ljbffr
