Director, Customer Support

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, youll 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

• Bachelors 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.