Director, Customer Support

C3.ai•Redwood City, CA

1d•Onsite

About The Position

C3 AI (NYSE: AI), is the Enterprise AI application software company. C3 AI delivers a family of fully integrated products including the C3 Agentic AI Platform, an end-to-end platform for developing, deploying, and operating enterprise AI applications, C3 AI applications, a portfolio of industry-specific SaaS enterprise AI applications that enable the digital transformation of organizations globally, and C3 Generative AI, a suite of domain-specific generative AI offerings for the enterprise. C3 AI is seeking a Director of Customer Support Engineering to lead our growing global support team in Redwood City, California. In this role, you'll shape how C3 AI delivers world-class support for enterprise AI products, working alongside a team of product experts who set the standard for customer success.

Requirements

Bachelor's degree required from a 4-year university, with a focus on science, technology, engineering, math, or equivalent.
At least 6 years of leadership in customer support at a company focused on enterprise applications, Software as a Service (SaaS), or Platform as a Service (PaaS).
Demonstrated success defining and implementing customer support best practices for enterprise, SaaS, or PaaS products.
Experience writing logical, detailed, and complete product support requirements.
Able to develop and effectively communicate a support strategy and roadmap.
Self-starter with entrepreneurial drive and a demonstrated ability to achieve stretch goals in a fast-paced, dynamic environment.
Strong business acumen and quantitative and analytical problem-solving skills.
Outstanding team player with the ability to coordinate people and activities across multiple functional areas.
Candidates must be authorized to work in the United States without the need for current or future company sponsorship.

Nice To Haves

Graduate degree preferred.

Responsibilities

Lead the growing global C3 AI Customer Support team.
Refine customer support process requirements and best practices for supporting new C3 AI products.
Measure success criteria and implement changes needed if expected targets are not met.
Deliver regular product upgrades, monitoring and diagnostics, bug fixes and minor customer-specific product enhancements.
Manage a daily cross-organizational leadership meeting devoted to driving resolution of any urgent issues that hinder customer success.
Contribute to the evolution of the C3 AI Services organization with industry best practices and tools to support improving the customer support experience.
Collaborate with Products, Engineering, and Services leaders to refine customer support processes based on key metrics.
Recruit and retain exceptional talent to ensure the team achieves expected growth and customer satisfaction objectives.