Customer Operations AI & Automation Lead (Remote)

📋 Description

• • **Drive Transformative Efficiency in Post-Sales Operations:** As the Customer Operations AI & Automation Lead, you will be at the forefront of revolutionizing how AuditBoard's Post-Sales organization operates. This pivotal role is designed to inject intelligence and automation into every facet of Customer Success, Renewals, Professional Services, Support, and Customer Education, ensuring scalability and enhanced customer experiences.
• • **Spearhead Automation Strategy and Implementation:** You will be responsible for identifying, prioritizing, and implementing automation opportunities that streamline workflows and eliminate manual tasks. This includes developing and scaling automations for both high-touch and low-touch customer engagement models, ensuring comprehensive coverage across all post-sale segments.
• • **Design and Build AI-Powered Workflows:** Leverage cutting-edge AI and automation tools to design sophisticated workflows. This involves hands-on experience with platforms like Workato, integrating LLM-based tools, and utilizing REST APIs to connect with internal systems and third-party applications. Your expertise will be crucial in creating intelligent processes that adapt and learn.
• • **Develop Scalable Automation Playbooks:** Create standardized, reusable automation playbooks that can be easily deployed and adapted across different teams and scenarios. This will foster consistency and accelerate the adoption of automation best practices throughout the organization.
• • **Evaluate and Recommend Third-Party Solutions:** Proactively research, identify, and evaluate emerging automation and AI technologies. You will be instrumental in recommending and piloting new tools that align with business objectives and drive measurable improvements.
• • **Configure and Deploy Solutions:** Take ownership of the end-to-end deployment of automation workflows within our existing technology stack, including critical systems such as Salesforce, Gainsight, Zendesk, and Rocketlane. This requires a deep understanding of system integrations and configurations.
• • **Drive Adoption Through Enablement and Change Management:** Develop comprehensive documentation, training materials, and robust change management strategies to ensure successful adoption of new automated processes. Your ability to communicate the value and facilitate smooth transitions will be key.
• • **Build a Knowledge Hub for AI Innovation:** Establish and maintain a valuable library of "AI use cases" and reusable prompts or Generative Engine Modules (GEMs). This resource will empower teams to harness the power of AI more effectively and consistently.
• • **Quantify and Report on Automation ROI:** Establish key performance indicators and rigorously track the return on investment for all automation and AI initiatives. This includes measuring time saved, costs avoided, and overall efficiency gains, providing clear data-driven insights into the impact of your work.
• • **Ensure Responsible and Compliant AI Usage:** Collaborate closely with Security, Legal, and IT teams to establish and enforce guidelines for the responsible and compliant use of AI. This involves addressing data governance, access controls, and risk management to ensure ethical and secure implementation.
• • **Partner Cross-Functionally for Maximum Impact:** Work collaboratively with business stakeholders, IT, Security, and Data teams to ensure automation solutions are well-integrated, secure, and aligned with broader organizational goals. Your ability to influence and build consensus will be vital.
• • **Contribute to a Culture of Innovation:** Champion a mindset of continuous improvement and innovation, actively seeking out new ways to leverage technology to enhance customer outcomes and drive business growth. You will be a key player in shaping the future of AuditBoard's post-sales operations.