Director, Customer Implementation & Support
Regal
Customer Service
New York, NY, USA
Posted on Jan 18, 2025
ABOUT US:
Regal.ai empowers businesses to add a personal touch in an increasingly digital world. We help brands understand real-time customer intent signals, and perfect customer interactions with a blend of Regal AI Agents and their human agents.
Our founders, Alex Levin and Rebecca Greene helped build Angi (Angie’s List, HomeAdvisor and Handy) to over $1.5B in revenue, and the rest of our team is made up of customer-obsessed, fun and hardworking team members across product, engineering, marketing, sales and more! We are based in New York City.
We share a common set of values that we look for in every new hire:
*Customers are royalty
*Data beats opinion
*Fast-paced execution wins
*Growth mindset
*Enjoy the journey
Come join us as we create a category-defining company, and follow Regal's company page on LinkedIn to stay up-to-date on our journey and current job openings!
ABOUT THE ROLE:
Regal is seeking a highly motivated and experienced Director of Customer Implementation & Support to lead and oversee our customers' onboarding, implementation, and support processes. Reporting directly to the COO, this position is critical to customer satisfaction and retention and driving customers to realize a fast time-to-value from their investment in Regal.ai.
As a Series A B2B AI SaaS company, we need a leader who can translate business objectives into high-quality processes, act autonomously and with high agency/urgency to invent new projects, build leverage across cross-functional teams, ensure that customers are meeting their goals surfaced in the sales process, all while delivering a proactive & inspiring experience.
We are looking for a Director of Customer Implementation & Support who is energized by leading high-performing teams and fostering a culture of collaboration, innovation, and accountability. If you are energized by what this role entails, we’d love to connect about the opportunity to join our team at Regal.ai!
RESPONSIBILITIES:
- Develop and execute the overall strategy for customer implementation and support best practices, aligning with the company’s growth objectives and goals.
- Proven ability to translate business objectives into high-quality processes, while acting autonomously to invent new projects.
- Experience leveraging cross-functional teams to ensure customers meet their goals surfaced in the sales process, all while delivering a proactive & inspiring experience.
- Manage our Customer Implementation Managers, Project Managers, Support team, and respective leaders of those groups, providing ongoing coaching and professional development to ensure the team’s growth and success.
- Establish and iterate on key performance indicators (KPIs) to measure the success of both the implementation and support processes, focusing on time-to-value, customer satisfaction, retention, and hitting ticketing SLAs.
- Partner with Sales, Product, Engineering, and Customer Success teams to collect and analyze data to identify trends, pain points, and areas for improvement. You will collaborate with these teams to improve offerings and reduce recurring issues.
- Manage escalations and troubleshoot challenges across implementation & support, ensuring timely resolutions.
- Collaborate with Marketing and Enablement to create training materials, playbooks, and customer resources.
- Present regular reports on implementation and support performance, customer satisfaction, and improvement initiatives to leadership.
ABOUT YOU:
- 7+ years of experience in customer implementation, onboarding, or professional services, with at least 3 years in a leadership role.
- Experience in a Series A or early-stage SaaS startup environment.
- Proven track record of scaling implementation processes in a high-growth B2B SaaS environment.
- Exceptional leadership, communication, and interpersonal skills.
- Experience working with cross-functional teams and managing multiple stakeholders.
- Proficiency in project management tools and customer success platforms (e.g., Salesforce, Gainsight, Asana, or similar).
- Strong analytical skills and a data-driven mindset.
- Ability to thrive in a fast-paced, entrepreneurial environment.
BENEFITS/PERKS
- Competitive compensation packages, including early stage equity
- 401k plan
- Flexible PTO & 11 paid holidays
- Medical, dental, vision insurance (80% covered by Regal for individuals and all dependents!)
- Paid parental leave
- Growth Mindset learning and development stipend
- In-office breakfast and snacks daily
- Happy hours, team outings, & annual off-sites
- Pre-tax commuter benefits
- Complete laptop workstation
- & more!
POSITION LOCATION & OFFICE DETAILS:
This position is only available in New York City (HQ- NoMad). Hybrid roles are required in office T/W/TH and office optional M/F. Covid vaccination policy in place.