Operations & Customer Success

About Pilot AI

At Pilot AI, we are building the future of sales technology by using AI to unleash all of the information locked away in meetings, emails and calls for automation, insights and coaching. The days of fiddling with pick-lists in Salesforce and endlessly trying to craft the perfect followup email are over. Pilot AI fills out every CRM field automatically the moment the meeting is over and so much more. Our customers include Vouch, Deepgram, Fleet Space and other companies across a wide range of industries.

Pilot AI is backed by the top founder and silicon valley VCs including YC, Soma Capital, Pioneer Fund, Emmett Shear (Twitch), Aarash Ferdowsi (Dropbox), Samvit Ramadurgam (Forge).

We are on a mission to build the technology that will power and inform the next generation of sales organizations and empower the next generation of superstar sales reps.

Role & Responsibilities

As the 1st Business Operations Generalist at Pilot AI you will play a critical role in establishing the operational foundation of our company, ensuring efficient and customer-centric operations while maintaining compliance. You will work directly with our founder and drive strategic projects and initiatives for the company.

Triage existing and potential customer requests efficiently and project manage those requests through to resolution while ensuring a high level of customer satisfaction

Be the voice of the customer, translating learnings from customers and market research into actionable requirements and inputs for go-to-market strategies and the product roadmap.

Become a product expert and understand the Pilot AI vision in order to effectively communicate with customers and team members

Assist in managing relationships with business customers and vendors, ensuring effective collaboration and service delivery.

Help onboard new users to the Pilot AI platform

Support customer interactions and inquiries, providing excellent service and escalating issues as needed.

Oversee projects related to system integrations, API enhancements, and new product integrations with customers and end-users

Manage new customer success initiatives

Create and document success deliverables and account management practices

Identify and implement scalable processes and tools to automate yourself out of as much execution work as possible in order to scale the business efficiently while maintaining a high quality of experience for our customers.

Explore and implement ways to eliminate menial or rote tasks through automation, AI or efficient delegation

This can can also include enabling customers to help themselves and supporting them to do so.

Develop and maintain internal operational documentation, training materials, and standard operating procedures (SOPs) in service of company goals and to support onboarding or training new team members or contractors

Monitor key performance indicators (KPIs) to track the effectiveness of operational initiatives and provide data-driven recommendations for improvements

Identify bottlenecks to company progress and drive collaborative processes for brainstorming, decision making and planning required to bring solutions to life

Facilitate efficient, collaborative processes for OKR and project planning

Develop and optimize operational processes tailored to our product and our customers.

Collaborate closely with cross-functional teams to gather and analyze data, providing insights to support decision-making and process improvements.=

Execute to keep the business working like a well oiled machine

Understand the business in-and-out to be proactive about solving emerging problems

Assist in day-to-day operations related to our product and our business, ensuring seamless integration and functionality for our customers.

Ensure compliance with regulations, privacy laws and other industry-specific requirements.

Solve really hard problems with clear framing, a deep understanding of our business, product, the customer and have creative