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.
AbouttheRole:
Weareseekingahighlyanalyticalandprocess-drivenCustomerSuccessOperationsAnalysttoenhancetheefficiencyandeffectivenessofourCustomerSuccess(CS)team.ThisrolewillsupportmultiplebusinessunitsincludingOnboarding,CSMs,andCustomerEngineeringteams.Withafocusonoptimizingsystems,streamliningworkflows,andprovidinginsightsthatdrivecustomerretentionandgrowth,theidealcandidatewillhaveastrongbackgroundinCSoperations,dataanalysis,andprocessimprovement.
KeyResponsibilities:
●DevelopandmaintainkeyCSoperationalmetrics,dashboards,andreportstotrackteamperformanceandcustomerhealth.●OptimizeCSprocessesandworkflowstodriveefficiencyandscalability.●OwntheadministrationandenhancementofCustomerSuccesstools(e.g.,Gainsight,Salesforce,Zendesk,Tableau,etc.).●PartnerwithCSleadershiptoidentifytrends,analyzechurn,andprovideactionableinsights.●Supportcustomersegmentationandplaybookexecutiontoensureproactiveengagementstrategies.●Collaboratecross-functionallywithSales,Marketing,Product,andFinancetoalignCSinitiativeswithbusinessobjectives.●Standardizeandautomatekeyprocesses,suchasrenewals,onboarding,andescalationtracking.●Manageandrefinecustomerhealthscoringmodelstoimprovepredictiveanalytics.●TrainandenabletheCSteamonbestpracticesfordata-drivendecision-makingandtoolutilization.
Qualifications:
●3+yearsofexperienceinCustomerSuccessOperations,RevenueOperations,orarelatedfield.●ProficiencyinplatformslikeGainsight,CRMtoolslikeSalesforce,ProjectManagementToolslikeRocketlane.●StronganalyticalskillswithexperienceusingBItools(e.g.,Tableau,BiqQuery)andExcel/GoogleSheets.●Excellentproblem-solvingabilitiesandaprocess-orientedmindset.●Abilitytoworkcross-functionallyandcommunicateeffectivelywithstakeholdersatalllevels.●ExperienceimplementingautomationandprocessimprovementswithinCSteams.●Familiaritywithcustomerjourneymappingandsegmentationstrategies.
PreferredQualifications:
●ExperienceinSaaSortechnologycompanies.●KnowledgeofSQLorotherdataquerylanguages.●Understandingofrevenueretentionmetrics(NRR,GRR)andforecastingmethodologies.
