Director, Customer Engagement

Aera Technology•San Francisco or Mountain View, CA

1d•Hybrid

About The Position

Aera Technology is a pioneer in the growing category of Decision Intelligence Platforms and a Leader in the Gartner® Magic Quadrant™ for 2026 – the technology to digitize, augment, and automate decision-making processes with AI and machine learning. Through our AI decision automation platform, Aera Decision Cloud™, we are helping the best-known brands in the world make smarter, faster decisions. Privately-held and VC-funded, we have a global team of over 400 Aeranauts – and we’re growing. We deliver Decision Intelligence innovation and services that enable enterprises to automate and scale decision making with accuracy and speed. We continue to be the trusted choice of market leaders for our proven ability to generate value and unlock opportunities that were previously unattainable. The Director, Customer Engagement will work with our customers to realize our vision. You will be responsible for hiring, mentoring and leading a team of Engagement Principals (EP) and Associates (AEP) to help build and deploy Aera Skills. Powered by the Aera Decision Cloud, Aera Skills provide real-time insights, recommendations, and predictions, Aera Skills deliver prepackaged content, logic, and interactions that augment and automate business decisions. The team will guide customers through a solutioning process to identify business priorities, conduct discovery workshops to shape their Decision Intelligence roadmap, and manage end-to-end projects. The Director will be responsible for the quality of implementations and resulting deliverables, and will act as the point of escalation for any issues and concerns raised by customers. The ideal candidate will be based in the SF Bay Area, and able to be in the SF and Mountain View offices frequently for customer-related needs.

Requirements

Minimum of 10 years of experience leading and managing post-sales enterprise software implementation projects
Extensive and broad supply chain knowledge, required; including supply chain best practices and metrics covering all core aspects of supply chain (demand, supply, manufacturing, inventory, order management, etc.)
Outstanding on-site, customer-facing skills (communication, relationship building, etc.) and a deep sense of urgency in delivering to customer requirements, paired with an acute ability to understand customer needs/pain points and define solutions
Technical background – must understand cloud architectures, databases and ETL processes
Strong Project Management/Project Delivery/Governance experience (agile methodology and others)
Experience writing proposals and SOWs
Proven track-record of successfully hiring, mentoring and leading teams
Willingness to travel as needed within assigned region

Nice To Haves

Bachelor’s and Master’s degree preferred

Responsibilities

Hire and mentor EPs and AEPs.
Monitor EP job performance and provide coaching, counseling, and motivation to maximize performance
Own the implementation of Aera COS at customers including project quality control, adherence to methodology, design reviews and gate checks; project budgets, invoicing and finance activities; and weekly project reporting
Design and implement scalable solutions and driving large-scale change through inspirational leadership, with the end customer in mind
Participate in sales cycles, create, review and communicate proposals, SOWs, timeline and resource estimates and project plans
Demonstrate success exceeding expectations in retaining and growing customer relationships within a fast-paced and constantly evolving environment
Proactively provide input into the development of policies, procedures and standards for the EP team to continuously improve value to customers
Work with senior leaders to set a vision for your team and execute on the company strategy
Build positive relationships with internal and external business leaders
Effectively communicate objectives to align with the rest of the organization and drive team behavior to execute with customers
Commit to building an inclusive team environment that fosters trust and a sense of empowerment
Roll up your sleeves and get in the weeds with your team when necessary