Director, Customer Implementation & Support
Regal
Customer Service
New York, NY, USA
Posted on Jan 18, 2025
ABOUT US:
Founded in 2020, Regal is the AI Agent Platform. Regal gives every company the tools to transform customer communications with delightful AI Agents that are connected to your data, easy to customize and monitor, always-available, and ready to take action. Power better support, sales and operations – with way less effort. Our founders, Alex Levin and Rebecca Greene helped build Angi (Angie’s List, HomeAdvisor and Handy) to over $1.5B in revenue.
Based in Manhattan, we’re building an in-person culture of entrepreneurs who want to win and build something meaningful. We’re backed by top investors including Founder Collective, Homebrew and Emergence Capital.
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 seeks a highly motivated, AI-savvy Director of Customer Implementation & Support to lead and optimize customer onboarding, AI integration, and support experiences. Reporting to the COO, this role ensures customers achieve fast time-to-value with Regal.ai.
As a Series A B2B AI SaaS company, we need a leader who can scale AI-driven processes, act with urgency, leverage cross-functional teams, and ensure customers meet their goals. You will drive success by enabling seamless AI agent deployment, maximizing platform engagement, and refining support workflows using AI-driven insights.
If you thrive in an AI-first environment, are passionate about innovation, and can lead high-performing teams, we’d love to connect!
RESPONSIBILITIES:
- Develop and execute customer implementation and support strategies.
- Optimize AI agent onboarding and customization to accelerate time-to-value.
- Leverage analytics and automation to enhance support processes and efficiency.
- Lead and mentor AI Implementation Managers, Project Managers, and Support Specialists teams.
- Establish and refine KPIs focused on time-to-value, customer satisfaction, retention, and ticketing SLAs.
- Collaborate with Sales, Product, and Engineering to refine AI capabilities based on customer feedback.
- Analyze AI agent interactions to identify trends and areas for improvement.
- Manage escalations and ensure timely issue resolution.
- Develop AI-focused training materials and customer resources with Marketing and Enablement.
- Present performance reports on implementation, support, and customer satisfaction.
ABOUT YOU:
- 7+ years in customer implementation, onboarding, or professional services, with 3+ years in leadership.
- Experience in a Series A or early-stage SaaS startup, preferably in AI-powered solutions.
- Proven ability to scale AI-driven implementation in a high-growth B2B SaaS environment.
- Strong understanding of AI-driven customer engagement, automation, and analytics.
- Experience with AI models, conversational AI, or automation tools is a plus.
- Exceptional leadership, communication, and stakeholder management skills.
- Proficiency in project management and customer success tools (Salesforce, Gainsight, Asana, etc.).
- Data-driven mindset with strong analytical skills to optimize AI interactions and workflows.
- Ability to excel in a fast-paced, AI-first, entrepreneurial environment.
BENEFITS/PERKS
- We care about your health!
- Medical, Dental, and Vision plans - 80% covered by the company
- Flexible PTO & 11 paid holidays/year
- We care about future you!
- 401k Plan
- Paid parental leave
- Pre-tax commuter benefits
- We care about connection!
- In-office breakfast and snacks daily
- Happy hours, team outings, & annual off-sites
- Complete laptop workstation
- & more to come!
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.