Paragon AI (Formerly Pilot AI) · 8 months ago
Operations & Customer Success
New York, NY, US
Full-time
Onsite
New Grad, Entry Level
$50K/yr - $75K/yrPilot AI is building the future of sales technology using AI to enhance CRM functionalities. The Operations & Customer Success role involves establishing operational foundations, managing customer requests, and optimizing processes to ensure high-quality service delivery.
Artificial Intelligence (AI)Software
Responsibilities
Triage existing and potential customer requests efficiently and project manage those requests through to resolution while ensuring a high level of customer satisfaction
Be the voice of the customer, translating learnings from customers and market research into actionable requirements and inputs for go-to-market strategies and the product roadmap
Become a product expert and understand the Pilot AI vision in order to effectively communicate with customers and team members
Assist in managing relationships with business customers and vendors, ensuring effective collaboration and service delivery
Help onboard new users to the Pilot AI platform
Support customer interactions and inquiries, providing excellent service and escalating issues as needed
Oversee projects related to system integrations, API enhancements, and new product integrations with customers and end-users
Manage new customer success initiatives
Create and document success deliverables and account management practices
Identify and implement scalable processes and tools to automate yourself out of as much execution work as possible in order to scale the business efficiently while maintaining a high quality of experience for our customers
Explore and implement ways to eliminate menial or rote tasks through automation, AI or efficient delegation
This can can also include enabling customers to help themselves and supporting them to do so
Develop and maintain internal operational documentation, training materials, and standard operating procedures (SOPs) in service of company goals and to support onboarding or training new team members or contractors
Monitor key performance indicators (KPIs) to track the effectiveness of operational initiatives and provide data-driven recommendations for improvements
Identify bottlenecks to company progress and drive collaborative processes for brainstorming, decision making and planning required to bring solutions to life
Facilitate efficient, collaborative processes for OKR and project planning
Develop and optimize operational processes tailored to our product and our customers
Collaborate closely with cross-functional teams to gather and analyze data, providing insights to support decision-making and process improvements
Execute to keep the business working like a well oiled machine
Understand the business in-and-out to be proactive about solving emerging problems
Assist in day-to-day operations related to our product and our business, ensuring seamless integration and functionality for our customers
Ensure compliance with regulations, privacy laws and other industry-specific requirements
Solve really hard problems with clear framing, a deep understanding of our business, product, the customer and have creative options, a clear recommendation, and prioritization conversations with cross-functional stakeholders and senior leaders
Participate in strategic planning initiatives, working closely with the founder to set goals, develop operational strategies, and execute plans
Maintain an up-to-date roadmap, tracking in-progress and planned work by partnering closely with the CEO and CTO, gathering required inputs and facilitating key prioritization decisions
Stay abreast of industry trends and news that affects the business
Work closely with the compliance and engineering teams to prioritize and implement customer-driven improvements and new features
Qualification
Required
Flexibility and ability to work autonomously in a demanding and ambiguous environment
Demonstrate a start-up mindset, being adaptable, resourceful, and proactive in problem-solving
Comfortable with ambiguity, context-switching, and a fast-paced environment
A proactive mindset, with the ability to take ownership of tasks and seek opportunities for process improvement
Adaptability, flexibility and willingness to learn and take on new challenges in a fast-paced startup environment
Excellent communication and time management skills
Strong analytical skills, with the ability to gather, analyze, and interpret data effectively
Excellent organizational and time management skills, with a keen attention to detail
Strong interpersonal and collaboration skills, with the ability to effectively communicate and work with internal teams and external business customers
Passion for organization, project management, and process efficiency
Ability to balance details with big-picture thinking in service of higher-level objectives
Structured and logical decision-making skills, with an ability to prioritize ruthlessly
Strong opinions on tool usage and processes needed to achieve goals effectively
Excellent at breaking down problems into smaller pieces to roadmap for engineering and other teams
Strong technical mindset to spec and deliver on product/process improvements
Systems thinking: you understand how various components interact to produce a desired outcome
You're a natural problem solver, you chose to take ownership to the maximum and drive resolutions for customers and teammates, no matter what it takes - including breaking down highly complex problems into their component parts, communicating insights, and implementing high ROI (return on investment) solutions
Extreme Ownership: you care about the details and hold yourself to the highest standard of work product
A desire to create a category-defining business
Relevant experience, such as biz/product/sales operations at a fast-paced, high performance tech company, business operations or management consulting role
You are customer-centric, engaging, and love doing whatever it takes to help solve someone's issues
Experience working with business customers, providing support, managing relationships, and gathering feedback for product improvements
You build empathy, trust, and rapport with customers, sales reps, and internal teams, and are willing to support others as needed
Detail-Oriented - You are exceptionally well organized and thorough
Scrappy - You hustle and you roll up your sleeves to get stuff done
A Trusted Partner - Teammates want to be in the trenches with you
You're flexible and agile to meet changing business and customer needs
You're obsessed with making and meeting deadlines
Preferred
Bachelor's degree in Business, Finance, Computer Science, or a related field
Proficiency in using tools such as data visualization software, MongoCharts or CRM systems for data analysis and reporting
Strong understanding of modern sales and go-to-market processes and technologies, revenue operations
Company
Paragon AI (Formerly Pilot AI)
Use cutting-edge AI to automatically update and populate your CRM directly from your sales calls.
Founded in 2022
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$2.7MKey Investors
Y Combinator
2023-03-21Angel· $2.2M
2022-07-22Pre Seed· $0.5M
Company data provided by crunchbase