DevRev
DevRev is a platform purpose-built for SaaS and technology companies, helping back-office development match the rapid pace of front-office customer relationships. Our mission is to bring end users, support engineers, product managers, and developers together, making it effortless to do what matters most — and creating a company-wide culture of product and customer-centricity.Unlike generic tools, DevRev took a blank canvas approach to collaboration, search, GenAI, and analytics, enabling SaaS companies to ship faster for the largest business impact — with continuous development, roadmapping, prioritization, customer engineering, and more.
DevRev is used across departments in thousands of companies and can coexist with or replace your tools, bringing information symmetry, streamlining collaboration, and converging teams.DevRev was founded in October 2020 and raised over $85 million in seed money from investors such as Khosla Ventures and Mayfield, making it the largest in the history of Silicon Valley. It is led by its co-founder and CEO, Dheeraj Pandey, who was previously the co-founder and CEO of Nutanix, and by Manoj Agarwal, DevRev's co-founder and former SVP of Engineering at Nutanix. DevRev is headquartered in Palo Alto, California, and has offices in seven global locations.
Job Description
At DevRev Support is a part of our Customer Success and Support team and a revenue-generating function that is built to support a rapidly scaling technology start-up underpinned by a hybrid approach of Product-Led and Sales-Led Growth strategies. The pace will be fast, and the impact will be eminently tangible.Members of the Customer Success & Support team ensure our customers are delighted as they discover, integrate with, and use the DevRev platform. Our team's mission is to lead the 360-degree investigation of our users so we can seamlessly usher them through the use of the DevRev platform and proactively meet their needs.
We seek to deliver an unparalleled experience both within and outside the platform.Your mission is to be the first innovator in the Customer Experience by being the first customer of DevRev, who owns the vision on how to best automate our support process with deep customer empathy. You will pioneer the realm of ‘proactive support’ thinking about how to transform how companies define the highest level of personalized customer support and experience.
Key Responsibilities
- Execute on DevRev vision to be the world’s most customer-centric company.
- Ability to influence to make a significant impact on products, teams and process.
- Experience in working with modern channels (beyond email) to provide real-time support and meet customers where they are.
Pioneer the field of Proactive Support
- Innovative thinker with experience in transforming how teams work and a desire to impact how companies think about providing support
- Deeply invested in automation with examples how you have automated processes in the past to drive efficiency, but most importantly to provide great customer experience
- Working with AI teams on prompt engineering with the goal of using AI will transform how we provide L1/L2 support and a desire to be a pioneer in that quest
Build the system based on results
- Lead a team of Customer Experience Engineers to execute on a vision for what support can be with ambitious goals to outperform every standard in support
- Detail and metrics focused to ensure where we experiment with new process, we know what works and what doesn’t, ability to hold teams accountable to providing great customer experience.
Qualifications:
- Bachelor's degree in Business, Marketing, Computer Science, or a related field.
- Proven experience of 5-6 years in customer enablement, customer success or support, or a similar role within a SaaS product company.
- Strong understanding of SaaS products, technology, and industry trends.
- Exceptional communication, presentation, and interpersonal skills.
- Ability to influence and collaborate effectively with cross-functional teams and prioritize tasks in a fast-paced environment.Results-oriented mindset with a focus on customer satisfaction and business growth.
Culture
The foundation of DevRev is its culture -- our commitment to those who are hungry, humble, honest, and who act with heart. Our vision is to help build the earth’s most customer-centric companies. Our mission is to leverage design, data engineering, and machine intelligence to empower engineers to embrace their customers. That is DevRev!
