Soma Capital Portfolio Jobs

Operations & Customer Success

Pilot AI

Pilot AI

Customer Service, Sales & Business Development, Operations
United States · San Francisco, CA, USA · New York, NY, USA · Remote
Posted on Saturday, December 23, 2023

Operations & Customer Success

$50K - $75K / 0.05% - 0.15%
San Francisco, CA, US / New York, NY, US / Remote (US)
Job Type
Any (new grads ok)
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Max Lu

About the role

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 options, a clear recommendation, and prioritization conversations with cross-functional stakeholders and senior leaders.
    • Participate in strategic planning initiatives, working closely with the founder to set goals, develop operational strategies, and execute plans
  • Maintain an up-to-date roadmap, tracking in-progress and planned work by partnering closely with the CEO and CTO, gathering required inputs and facilitating key prioritization decisions
  • Stay abreast of industry trends and news that affects the business
  • Work closely with the compliance and engineering teams to prioritize and implement customer-driven improvements and new features.

About You

  • Flexibility and ability to work autonomously in a demanding and ambiguous environment
    • Demonstrate a start-up mindset, being adaptable, resourceful, and proactive in problem-solving
    • Comfortable with ambiguity, context-switching, and a fast-paced environment
      • Flexibility and ability to work autonomously in a demanding and ambiguous environment
    • A proactive mindset, with the ability to take ownership of tasks and seek opportunities for process improvement.
    • Adaptability, flexibility and willingness to learn and take on new challenges in a fast-paced startup environment.
  • Excellent communication and time management skills
  • Strong analytical skills, with the ability to gather, analyze, and interpret data effectively.
  • Excellent organizational and time management skills, with a keen attention to detail.
  • Strong interpersonal and collaboration skills, with the ability to effectively communicate and work with internal teams and external business customers.
  • Organization and Process
    • Passion for organization, project management, and process efficiency
    • Ability to balance details with big-picture thinking in service of higher-level objectives
    • Structured and logical decision-making skills, with an ability to prioritize ruthlessly
    • Strong opinions on tool usage and processes needed to achieve goals effectively
  • Excellent at breaking down problems into smaller pieces to roadmap for engineering and other teams
    • Strong technical mindset to spec and deliver on product/process improvements
    • Systems thinking: you understand how various components interact to produce a desired outcome
    • You’re a natural problem solver, you chose to take ownership to the maximum and drive resolutions for customers and teammates, no matter what it takes - including breaking down highly complex problems into their component parts, communicating insights, and implementing high ROI (return on investment) solutions
  • Extreme Ownership: you care about the details and hold yourself to the highest standard of work product
  • A desire to create a category-defining business
  • Relevant experience, such as biz/product/sales operations at a fast-paced, high performance tech company, business operations or management consulting role
  • You are customer-centric, engaging, and love doing whatever it takes to help solve someone’s issues
    • Experience working with business customers, providing support, managing relationships, and gathering feedback for product improvements.
    • You build empathy, trust, and rapport with customers, sales reps, and internal teams, and are willing to support others as needed
  • Detail-Oriented - You are exceptionally well organized and thorough.
  • Scrappy - You hustle and you roll up your sleeves to get stuff done.
  • A Trusted Partner - Teammates want to be in the trenches with you.
  • You’re flexible and agile to meet changing business and customer needs
  • You’re obsessed with making and meeting deadlines

Nice to Have

  • Bachelor's degree in Business, Finance, Computer Science, or a related field.
  • Proficiency in using tools such as data visualization software, MongoCharts or CRM systems for data analysis and reporting
  • Strong understanding of modern sales and go-to-market processes and technologies, revenue operations

Why you should Apply

Join a world-class team in a booming space on the ground floor to do your best work ever, grow faster than you ever have, and have a blast while doing it!

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.