Director – Customer Implementation & Support
| Company | Regal |
|---|---|
| Location | New York, NY, USA |
| Salary | $170000 – $190000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Description
Salary Range: 170000 to 190000 (Currency: USD) (Pay period: per-year-salary)
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, 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
- 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. Covid vaccination policy in place.
Benefits
Not Specified