Technical Services Manager

At ASAPP, we are on a mission to build transformative machine learning-powered products that push the boundaries of artificial intelligence and customer experience. We focus on solving complex, data-rich problems — the kind where there are substantial systemic inefficiencies and where a real solution will have a significant economic impact. Our interaction platform uses machine learning across both voice and digital engagement channels to augment and automate human work, radically increasing productivity and improving the efficiency and effectiveness of customer experience teams. 

We're seeking a Technical Services Manager who has 4-5 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 Engagement Management and Engineering teams to prioritize resolution of issues and implementation of new work 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 do

• Manage post launch operations for a portfolio of ASAPP customers
• Ensure successful lifecycle of customer escalations
• Lead customer bridges around defects
• Work with internal and external teams to triage and prioritize bugs
• Enhance existing process documentation

What you'll need

• Verbal and written English fluency
• 4-5 years of enterprise customer-facing experience
• Self-starter mentality (you find problems and fix them)
• Comfort with ambiguity
• Technical experience, specifically with monitoring and logging tools
• Able to deal with the complex interpersonal dynamics and work with a wide range of our customers' stakeholders, from day-to-day project managers all the way up to their executives and C-suite
• Able to work cross-functionally with internal teams, including Delivery Management, Customer Success, and Engineering
• Able to clearly and concisely oversee customer communications related to production incidents

What we'd like to see

• AI software experience
• Managing defect life cycles in a SaaS environment
• Testing functionality in an agile environment 
• Managing strategic customer communications and relations
• Work experience in a start-up environment

Benefits

• Competitive compensation
• Stock options
• Healthcare for the family group
• Wellness perks 
• Mac equipment
• Learning & development stipend 
• 3 weeks of vacation
• English lessons

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 [email protected] to obtain assistance.