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PEPI Director - Generative AI Customer Success

Location: Charlotte, NC, United States
Date Posted: Sep 13, 2023

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Description

Alvarez & Marsal Private Equity Performance Improvement

Director, Generative AI – Customer Success

Alvarez & Marsal is a leading independent global professional services firm, specializing in providing turnaround management, performance improvement and corporate advisory services, is seeking to expand its Private Equity Performance Improvement (PEPI) - Generative AI team. With more than 7,000 professionals based in 40 locations across North America, Europe, Asia, and Latin America, our firm excels in problem solving and value creation. Drawing on a strong operational heritage and hands-on-approach, our professionals work closely with organizations and stakeholders to help tackle complex business issues and maximize value.

A&M's Private Equity Performance Improvement Services (PEPI) practice, with offices throughout the US, focuses on serving upper middle market and large cap private equity firms who have engaged A&M to help improve operating results at their portfolio companies. The companies we serve are upper middle market in the $50 million to $1 billion plus range.

Our PEPI services include:

• Merger Integration & Carve-outs

• IT- pre-acquisition diligence

• IT- post-acquisition implementations and integration

• Interim Management

• CFO Services

• Commercial Due Diligence/Strategy

• Rapid Results

• Supply Chain

Private Equity Focused Professionals

We're developing a cutting-edge Generative AI tool designed to streamline analysis and research by automating portions of data analysis, identifying opportunities, and facilitating interactive data search. Our platform aims to enhance private equity decision-making through advanced AI techniques, transforming complex use case scenarios into streamlined, insightful processes.

We provide private equity buyers with a broad continuum of knowledge and tools for due diligence (IT and operational), merger integration / carve-out planning and execution, transition service agreement negotiation & governance, ERP implementations, IT operations & cost reduction, and enterprise architecture. We support the full continuum of the deal lifecycle from pre-deal technology, operational and synergy reviews, through 'Day-1' planning, to post-deal implementations.

By joining our Generative AI team, you will have the opportunity to be at the forefront of Generative AI technology and its application in the private equity industry, working closely with leaders in the field to shape the future of consulting.

Director:

We are seeking an experienced Generative AI Director that will play a critical role in building our Customer Success capability and working closely with our private equity clients to ensure an exceptional experience with our product suite.

Key Responsibilities:

  • Account Management: Build and maintain strong relationships with Private Equity firms, serving as the main point of contact for customer success and satisfaction. Identify opportunities for additional value-added services.
  • Product Adoption: Collaborate with clients to ensure they fully understand and maximize the value of our Generative AI platform. Lead onboarding, training and guidance on platform usage.
  • Issue Resolution: Address client concerns and issues promptly, working closely with our technical team to resolve any technical challenges or questions.
  • Feedback Collection: Gather feedback from clients to understand their needs, preferences, and pain points. Translate client feedback into actionable insights for product improvement.
  • Cross-functional Collaboration: Collaborate with our technical team to ensure that client needs and requirements are incorporated into the development roadmap.
  • Performance Metrics: Define and track key customer success metrics to measure client satisfaction and the effectiveness of our Generative AI solutions.
  • Continuous Improvement: Stay updated on industry trends, AI advancements, and customer success best practices to continually improve our approach.
  • Team Leadership: Build and lead a high-performing customer success team, providing coaching, mentorship, and professional development opportunities.

Qualifications:

  • 10+ years of professional experience in a technology customer success leadership role, with at least 2 years specializing in AI and machine learning. 
  • Experience in developing and executing customer success plans that drive product adoption and expansion.
  • Demonstrated ability to effectively work with C-Suite executives, private equity deal and operating partners.
  • Proficiency in understanding and explaining complex AI concepts to non-technical stakeholders.
  • Strong analytical and problem-solving abilities. Experience in identifying and proactively resolving potential issues before they impact client satisfaction.
  • Proven leadership experience, including building, mentoring, and managing high-performing customer success teams.
  • Bachelor’s degree in computer science, data science, or related field.
  • Flexibility to travel at least 50% of the time.

Diversity & Inclusion

A&M’s entrepreneurial culture celebrates independent thinkers and doers who can positively impact our clients and shape our industry. The collaborative environment and engaging work—guided by A&M’s core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity—are the main reasons our people love working at A&M. Inclusive Diversity means we embrace diversity, and we foster inclusiveness, encouraging everyone to bring their whole self to work each day. It runs through how we recruit, develop employees, conduct business, support clients, and partner with vendors. It is the A&M way.

Voluntary Inclusion

It is Alvarez & Marsal’s practice to provide and promote equal opportunity in employment, compensation, and other terms and conditions of employment without discrimination because of race, color, sex, sexual orientation, gender identity, family medical history or genetic information, political affiliation, military service, pregnancy, marital status, family status, religion, national origin, age or disability or any other non-merit based factor or any other characteristics in accordance with all applicable laws and regulations.

Unsolicited Resumes from Third-Party Recruiters

Please note that as per A&M policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters are engaged to provide candidates for a specified opening and in alignment with our Inclusive Diversity values. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that A&M will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.

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