Director, Customer Support

<div class="content-intro"><p>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. Learn more at: <strong><a href="https://c3.ai/" target="_blank"><span style="text-decoration: underline;">C3 AI</span></a></strong></p></div><div class="s7"> <p>C3 AI is seeking a Director of Customer Support Engineering to lead our growing global support team in Redwood City, California. In this role, you'll 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.</p> <p><strong>Responsibilities </strong></p> <ul> <li>Lead the growing global C3 AI Customer Support team.</li> <li>Refine customer support process requirements and best practices for supporting new C3 AI products.</li> <li>Measure success criteria and implement changes needed if expected targets are not met.</li> <li>Deliver regular product upgrades, monitoring and diagnostics, bug fixes and minor customer-specific product enhancements.</li> <li>Manage a daily cross-organizational leadership meeting devoted to driving resolution of any urgent issues that hinder customer success.</li> <li>Contribute to the evolution of the C3 AI Services organization with industry best practices and tools to support improving the customer support experience.</li> <li>Collaborate with Products, Engineering, and Services leaders to refine customer support processes based on key metrics.</li> <li>Recruit and retain exceptional talent to ensure the team achieves expected growth and customer satisfaction objectives.</li> </ul> <p><strong>Qualifications</strong></p> <ul> <li>Bachelor's degree required from a 4-year university, with a focus on science, technology, engineering, math, or equivalent.</li> <li>Graduate degree preferred.</li> <li>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).</li> <li>Demonstrated success defining and implementing customer support best practices for enterprise, SaaS, or PaaS products.</li> <li>Experience writing logical, detailed, and complete product support requirements.</li> <li>Able to develop and effectively communicate a support strategy and roadmap.</li> <li>Self-starter with entrepreneurial drive and a demonstrated ability to achieve stretch goals in a fast-paced, dynamic environment.</li> <li>Strong business acumen and quantitative and analytical problem-solving skills.</li> <li>Outstanding team player with the ability to coordinate people and activities across multiple functional areas.</li> </ul> <p><span style="text-decoration: underline;"><strong>Candidates must be authorized to work in the United States without the need for current or future company sponsorship</strong></span><strong>.</strong></p> </div><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><span style="font-size: 14px;">C3 AI provides excellent benefits, a competitive compensation package and generous equity plan. </span></p></div><div class="title"