Director of Implementation and Support

About EliseAI

EliseAI develops cutting-edge conversational AI technology for industries fundamental to our lives: housing and healthcare. Everything is built on the foundation of health and home. Broken systems or ineffective processes in these domains have a disproportionate impact on our quality of life and society’s overall wellbeing. Conversely, any solution or technology that solves problems in these areas will have an impact that ripples far beyond them. 

That’s the only kind of impact we are interested in having at EliseAI. 

If you get excited by the thought of working really hard on these kinds of problems, then EliseAI is the right place for you.

About The Role

Reporting to the Head of Operations and Strategy, you will be responsible for the strategy and the success of the Implementation and Support teams. You will work cross-functionally with key stakeholders across the business to automate onboarding and ticket escalations. You are capable of engaging in business-level and technical conversations at multiple levels of the organization, including the C-suite, and are excited about managing technical teams. 

We are a fully in-office company with a beautiful office in a great location at E 33rd Street and Park Ave.

Key Responsibilities

Operational Efficiency & Process Improvement:

• Drive the adoption of new customer onboarding workflows to enhance operational scalability.
• Propose and execute on process improvements to enhance team efficiency.
• Develop streamlined implementation processes and materials to ensure quick and smooth customer onboarding.

Customer Outcomes:

• Ensure client outcomes are met proactively.
• Monitor client adoption, usage patterns, vendor integration success, and product configurations.
• Serve as a key escalation point for any arising issues.

Product & Engineering Collaboration:

• Collaborate effectively with Engineering on critical product issues.
• Escalate and prioritize issues appropriately to best serve clients.
• Work with the product team to develop internal tools for onboarding and monitoring new product launches.

Team Performance:

• Recruit, retain, and lead a high-performing team of implementation specialists and customer support specialists.
• Regularly review team goals and metrics.
• Attract top-tier talent to join our driven team

Requirements

• Experience building a customer success organization in a high growth environment, ideally at a B2B SaaS startup 
• 3+ years experience managing a team of at least 8 people 
• Technical skills including Zendesk, Postman, SQL
• Skilled in navigating cross-functional relationships within a high-growth SaaS environment
• Excellent written and verbal communication skills
• Strong sense of ownership and eagerness to build and define the Support and Implementation functions.
• Ability to communicate candid, constructive feedback with your team
• Willing to work in person at NYC headquarters 4-5 days a week
• Experience in a previous Product role is a plus.

Why Join

Growth and impact. It’s not often that you can get in on the ground floor of a funded startup that’s scaling. That means that instead of following a playbook, you’ll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You’ll learn what works when you succeed and what doesn’t when you fail. Either way, the rest of the team will be here to support you.

Benefits

In addition to the growth and impact you’ll have at EliseAI, we offer competitive salaries along with the following benefits:

• Equity in the company in the form of stock options 
• Medical, Dental and Vision premiums covered at 100%  
• Fully paid parental leave
• Commuter benefits 
• 401k benefits
• Monthly fitness stipend
• Our brand new Midtown south office with an open floor plan, fully stocked kitchen, and company paid lunch
• Fun company social events through our Elise and the City program
• Unlimited vacation and paid holidays

We'll cover relocation packages from outside of the Greater NYC metro area - we'll make the move exciting, not painful.

Job Compensation Range:

The base salary range for this role is $150,000 - $200,000. EliseAI offers a competitive total rewards package which includes base salary, equity, a comprehensive benefits & perks package, and bonus depending on the role. Exact compensation is determined based on a number of factors including experience, skill level, location and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process.

EliseAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at [email protected]

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