AI Engagement Manager

The Team

This is a role that reports into the Customer Success Team and will work closely with our Assist product team. Our Assist Team is building a new AI-based product to solve customer’s issues and help support agents work more efficiently. The team acts as a “startup within a startup” led by our Co-founder and CTO John Wang. It consists of 7 dedicated engineers, 3 AI Deployment Strategists, 2 designers, and 2 product managers. We’re already seeing early customers handle more cases with higher customer satisfaction than ever before!

Here's a bit more about the Assist Team (formerly known as Team New Products):

• A deep dive into the day to day life of the team
• Our CTO John's take on building out the team
• A technical article on how the team pioneered new LLM evaluation techniques
• How our customers benefit from Assist

The Role

As a pivotal member of our Assist team, the AI Engagement Manager will be primarily focused on ensuring the success of our early customers by driving adoption, quality, and tangible value. You will be the main point of contact for early adopters and design partners, taking full ownership of Assist only customers after they are deployed, and partnering closely with Customer Success Managers for Assist Workforce Management customers. The role consists of conducting quality reviews, gathering and channeling feedback, identifying opportunities for new workflow automations and building them, prioritizing actions to enhance customer outcomes, and successfully renewing customers. Your efforts will be instrumental in building product-market fit and scaling Assist for current and future customers.

This role is an excellent opportunity for a motivated individual to influence our company's trajectory significantly, collaborating directly with our co-founder and CTO, John Wang, Head of Product Olivia Teich, and Head of Customer Success Sam Peters. You will shape how Assist evolves and transforms support jobs across the industry, all while contributing to Assembled’s product vision.

Responsibilities

• Customer Success: Manage and nurture relationships with early adopters, ensuring their successful adoption, value realization and satisfaction with the tool. You’ll be pivotal in driving value and coverage across multiple customer interactions. You’ll work embedded within the Assist team initially, but will ultimately help us integrate Assist into our broader customer success and implementation playbooks.
• Demonstrate Value: Demonstrate the value of Assist to stakeholders across various customer organizations, adeptly navigating conversations with multiple decision-makers.
• Workflow and Quality Management: Analyzing your customers current response quality, making adjustments/recommendations, and escalating patterns of issues to our quality engineers. You will also be tasked with regularly hunting for additional opportunities to automate support workflows within your customer base.
• Customer Retention: Successfully renew Assist only customers and partner closely with Customer Success Managers for Assist Workforce Management customers.
• Feedback & Improvement: Actively gather and communicate learnings and customer feedback to product and engineering teams. Identify top customer challenges and articulate them effectively to shape product improvements.
• Rapid Evolution: As the product (quickly) grows and the role evolves, you’ll expand into discovery and research for new product opportunities, helping the Assembled team enhance Assist and supporting the product’s growth. Your guidance and insights will enable Assembled to seamlessly integrate all customer-facing processes for Assist into our larger Customer Success organization, supporting our growth into a multi-product company.

About You

• 5 years in consulting, customer success or implementation at a fast-growing SaaS company, or experience in top-tier management consulting or hands-on project management. Traditional consulting or customer success experience isn’t strictly required; candidates with founder, entrepreneurial, or business ownership backgrounds are also a great fit.
• AI Enthusiast and Change Leader: Brings a strong understanding of or genuine excitement for AI, and excels at driving change management to encourage AI adoption across teams. Able to champion AI tools, guiding others to integrate and leverage AI effectively, fostering a culture of innovation and hands-on usage.
• Customer-Centric: Experienced in navigating complex landscapes to identify and resolve customer pain points, with a strategic focus on executive stakeholder management and influence. Skilled in contributing actionable product insights to drive enhancements in customer experience and aligning customer and cross-functional teams toward shared outcomes.
• Adaptable & Resilient: Thrives in uncertain, rapidly changing environments. Embraces periods of intense activity and high momentum with energy and resilience, remaining steady and proactive in dynamic situations.
• Technical Aptitude: Enjoys digging into available data on how a product works and is comfortable picking up new technical skills when they will help unblock you. Works well internally with Engineers to build new features and functionality for customers.
• Innovative Problem-Solver: A creative thinker capable of finding unique solutions to challenges and creating new operational methods. Innovate by trying new strategies and creating and documenting new playbooks. As an early-stage product champion, proactively propose and implement solutions, moving forward without waiting for direction.
• Proactive & Driven: Takes initiative and drives progress independently, especially during challenging or stagnant periods. Shows an entrepreneurial spirit with a willingness to push boundaries, create opportunities, and make things happen where others might not.
• Team Player: Thrives in collaborative environments, working closely with engineers, designers, product managers, and business stakeholders to align on goals and account updates and become an integral part of the Assist team’s culture.
• SF-Based: Based in San Francisco to facilitate effective communication, maintain close alignment with the Assist team, and stay updated on account statuses. Requires travel - generally one to two times per quarter.

The estimated base salary range for this role is $120,000 - $180,000 per year. The base pay offered may vary depending on location, job-related knowledge, skills, and experience. Stock options are provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.

Our U.S. benefits

• Generous medical, dental, and vision benefits
• Paid company holidays, sick time, and unlimited time off
• Monthly credits to spend on each: professional development, general wellness, Assembled customers, and commuting
• Paid parental leave
• Hybrid work model with catered lunches everyday (M-F), snacks, and beverages in our SF & NY offices
• 401(k) plan enrollment