Position Summary Chappy AI delivers conversational AI across video avatar, voice, and text channels for mid-market and enterprise contact center operations. The Director of Customer Experience owns the client journey from the technical sales conversation through launch and into ongoing account health. This role sits at the point where deals convert and where new clients either succeed or stall, and it carries responsibility for both. This is a founding position on the customer side of the business. The person in this seat builds the implementation playbook, defines the standards, and eventually leads the team that executes it. Core Responsibilities Sales Support Partner with sales on demos, technical discovery, and solution design Answer platform, integration, and compliance questions during the sales cycle Build custom ROI analyses and use case documentation for qualified prospects Support scoping conversations that translate client requirements into deliverable implementations Contribute to proposal and Contract Preparation Client Implementation Own the launch process from signed agreement through go live, targeting a six to eight week timeline Manage CRM integration and data mapping in coordination with product Configure avatar creation, conversation flows, and escalation logic to client specifications Run testing, pilot deployment, and phased rollout Run weekly quantitative (analytical) reporting and conduct weekly/biweekly client meetings to gather qualitative reporting to optimize account and sales Deliver client training on escalation handling and platform administration Maintain implementation documentation and project timelines Post Launch Account Management Conduct structured check-ins weekly or biweekly during the first ninety days after launch Review conversation analytics and recommend and present optimization plans Identify expansion opportunities within existing accounts Serve as the client escalation point for service issues Track and report on client health metrics Internal Act as the voice of the customer to product and engineering Translate recurring client requests into product feedback Build repeatable process, templates, and standards that scale beyond one person Hire, train, and manage implementation and client services staff as the function grows Qualifications Required Five or more years in customer implementation, solutions consulting, technical account management, or a comparable client facing role Demonstrated experience taking software clients from contract to production launch Experience with end-to-end multi year client retention/implementation and experience showcasing client problem/optimizations facilitation Working knowledge of CRM platforms and API based integrations, with the ability to hold a credible technical conversation without being an engineer Track record managing multiple concurrent client projects against fixed timelines Strong written and verbal communication with executive level stakeholders Highly preferred to have Contact Center Experience Preferred Background in contact center technology, conversational AI, or communications platforms Familiarity with TCPA and related compliance requirements in outbound communications Experience in a pre-revenue or early stage company where process had to be built rather than followed Experience working with multi million ARR Prior people management experience Preferred to have

Digital Marketing Pay:

$100,000.00 - $110,000.00 per year

Work Location:

In person