Director CX AI

Banyan Software•Washington, DC

9d•$85,000 - $110,000•Remote

About The Position

Loan Vision, part of Banyan Software, provides mortgage accounting software built on Microsoft Dynamics 365 Business Central. The company serves more than 250 mortgage banking customers. Luna is an AI assistant within the platform, with Luna 1.0 in production and Luna 2.0 being developed to take actions inside the ERP. The AI Agent Operations Consultant runs Agent Operations within Customer Success under the direction of the VP, Customer Success & Engagement, who owns Luna's strategy and roadmap. The role ensures Luna remains accurate, trusted, and widely used as both versions operate and roll out. This hands-on, techno-functional individual contributor role involves continuously training Luna, monitoring quality through telemetry, enabling customers to use it effectively, and translating customer behavior and feedback into improvements to the product, documentation, and agent skills. It requires understanding agentic AI behavior, escalations and handoffs, accounting workflows, APIs, and integrations, but does not require writing code. There is room for the role to grow as Luna expands. Success means Luna becomes a trusted and widely adopted way for customers to use Loan Vision and complete work; resolution time and support effort decrease measurably; telemetry helps teams identify and fix quality issues before customers report them; and customers see Luna as a way to maximize their Loan Vision subscription.

Requirements

At least 5 years of experience in enterprise software, including real ERP experience.
Customer Success, support, or consulting background in an ERP environment.
Proven experience running customer-facing AI agents; experience using AI tools only for internal productivity does not meet this requirement.
Hands-on experience with agentic AI workflows, such as agent-to-agent handoffs or AI integrated into business workflows.
Working knowledge of APIs and integrations, with the ability to support and troubleshoot them without being a developer.
Clear communication skills to translate technical findings into action for customers and internal teams.

Nice To Haves

Dynamics 365 Business Central experience; Finance & Operations or NAV experience also counts.
Background as a Business Central or NAV functional-technical consultant.
Accounting or finance process knowledge.
Experience in mortgage, financial services, or another regulated environment.
Working knowledge of Copilot Studio, Power Platform, and Application Insights or similar telemetry tools.
Familiarity with AI design patterns such as retrieval/RAG, tool calling, structured outputs, and multi-step orchestration; MCP; and the wider Microsoft AI stack, including Azure AI Search, Logic Apps, and Entra ID.

Responsibilities

Run Luna's operating rhythm, monitoring agent quality, task completion, and escalations as usage grows.
Run the ongoing AI training process that keeps Luna accurate, including maintaining the knowledge, documentation, and skills Luna relies on.
Influence Luna's behavior, responses, escalations, and handoffs to people within leadership's standards, maintaining consistent tone and clarity.
Use telemetry from Application Insights and Power Platform to identify weak answers, likely bugs, enhancement requests, and documentation gaps.
Turn telemetry findings into clear, prioritized tasks for Product and Development, and automate that feedback loop where possible.
Track and report metrics for adoption, experience quality, and task completion.
Grow Luna adoption, from using Luna 1.0 to get answers to using Luna 2.0 to complete tasks.
Support the move to Luna as the first stop for customer support cases.
Help customers configure and train Luna for their company and users, including customer- and user-level instructions, through webinars, guides, and one-on-one assistance.
Identify high-impact use cases where Luna can reduce friction and save customers time.
Help the Customer Success team shift from reactive support to acting on AI-flagged escalations and improvement opportunities.
Keep Luna's knowledge customer-friendly, current, and structured for retrieval and action, and partner with internal teams to address gaps.
Understand how Luna works alongside customers' other AI tools and systems, including how prompts and context pass between agents, and ensure the experience works for customers.
Connect Customer Success, Product, Development, and Implementation so customer learnings become product improvements.
Bring a customer-first perspective to technical decisions and translate technical possibilities into clear customer value.