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Director, Customer Support

Open 27d posting dated 2 weeks ago

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. Learn more at: C3 AI

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.

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.

Qualifications

  • Bachelor's degree required from a 4-year university, with a focus on science, technology, engineering, math, or equivalent.
  • Graduate degree preferred.
  • 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.

C3 AI provides excellent benefits, a competitive compensation package and generous equity plan.

California Base Pay Range
$180,000$230,000 USD

C3 AI is proud to be an Equal Opportunity and Affirmative Action Employer. We do not discriminate on the basis of any legally protected characteristics, including disabled and veteran status.

What this application asks

greenhouse

First Name, Last Name, Email, Phone, Resume/CV, Location

  • LinkedIn Profile
  • How did you hear about C3 AI? choose one
  • Where are you currently located?
  • What is highest level of education you have completed? choose one
  • Are you willing to work onsite from our Redwood City HQ 5 days/week? choose one
  • Do you now or will you in the future need C3 AI to sponsor you for a visa to work in the United States (e.g., H-1B; O-1; TN; E-3)? choose one
  • By clicking the “I Accept” button, you confirm that you have read C3 AI’s Applicant & Candidate Privacy Notice [https://c3.ai/c3ai-inc-applicant-and-candidate-privacy-notice] and you provide the specific consents identified below. Except where C3 AI expressly asks for your consent, C3 AI processes your personal data for recruitment on the basis of its legitimate interests and to take steps at your request before any employment relationship, and you are not required to consent to that processing: C3 AI collects your personal data for the purposes of managing C3 AI's recruitment related activities as well as for organizational planning purposes globally. Consequently, C3 AI may use your personal data in relation to the evaluation and selection of applicants including for example setting up and conducting interviews and tests, evaluating and assessing the results thereto and as is otherwise needed in the recruitment processes including the final recruitment. Some evaluations are assisted by automated tools: C3 AI uses AI-based matching to compare your application against the requirements of the role and, for some roles, an AI-based “Voice AI” tool that records and analyzes a voice screening interview. A member of our team reviews the results and makes the final decision, and no decision is made based solely on automated processing. You may request more information about the logic involved, request a review by a person, and — for voice interviews — decline to be recorded and request a standard interview instead, in each case without any penalty to your application. C3 AI does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, C3 AI has international sites and C3 AI uses resources located throughout the world. C3 AI may from time to time also use third parties to act on C3 AI's behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within C3 AI group of companies as well as to third parties acting on C3 AI's behalf, including also transfers to servers and databases outside the country where you provided C3 AI with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area (“EEA”) and in the United States of America; in such cases, the transfer is based on, as applicable, the Standard Contractual Clauses (according to Commission Implementing Decision (EU) 2021/914, and, for transfers from the United Kingdom, the UK International Data Transfer Addendum), the EU-US Data Privacy Framework where applicable, or other GDPR-compliant mechanisms. You may withdraw any consent at any time, and exercise your rights of access, correction, deletion, objection, and (where applicable) your ARCO rights, by contacting C3 Legal at c3legal@c3.ai withdrawing consent will not affect processing carried out before the withdrawal. C3 AI will not retaliate against you for exercising these rights or for declining to consent. Full details of how C3 AI handles your information, how long it is kept, and your rights are set out in our Applicant & Candidate Privacy Notice [https://c3.ai/c3ai-inc-applicant-and-candidate-privacy-notice]. choose any
  • Do you consent to receiving follow up communication via text message (or SMS message) regarding your application to the phone number you provided? choose one

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