דרושים » ניהול ביניים » CS AI Business Partner

Requied Customer Enablement Team Lead
About the Role
The Customer Excellence group is the operational backbone of the Customer Organization. Our mission is to build the strategies, tools, and processes that allow us to deliver and scale world-class customer experiences. We are looking for a Customer Enablement Team Lead to own the execution of these programs and drive high-performance standards across our global teams.
This is a high-impact, player-coach role. You will lead a small team of specialists while remaining a hands-on contributor, directly owning the enablement framework for our Customer Office functions (including Customer Success and Ops teams).
You will bridge the gap between Product, GTM, CS, and Delivery, ensuring our teams dont just have the tools, but have mastered the skills & routines that drive customer value.
What Youll Do:
Strategy & Gap Analysis: Develop and implement a global enablement strategy that aligns with the Customer Organization roadmap and growth targets.
You will partner with CS and Ops leaders to conduct deep-dive needs analyses, identify skill gaps, and prioritize the delivery of customer-facing skills, process optimization, and product knowledge.
Team Leadership & Operational Excellence: Lead, mentor, and coach a team of Individual Contributors (ICs) while defining the "gold standard" for execution. You will be responsible for building and scaling best-in-class methodologies and internal frameworks that ensure consistent, high-quality output across all enablement workstreams.
Process Design & Optimization: Continuously review and optimize operational workflows to improve efficiency, from defining internal protocols with our Technical Produce team to redesigning CS engagement frameworks and CRM hygiene.
Enablement Delivery: Develop a wide range of materials, including playbooks, training kits, demo flows, technical guides, and certifications for internal and external audiences.
Operational Monitoring (PMO): Establish quality control routines and reporting mechanisms to track enablement ROI, skill gaps, and process utilization across the group.
Cross-Functional Alignment: Act as a strategic bridge across GTM, Product, CS, and Delivery teams. Partner closely with RevOps & Data Teams to synchronize enablement efforts with system updates and maintain a consistent approach to the customer experience.
Feature & Pilot Facilitation: Partner with Product & Technical Product to ensure the smooth rollout of new features, ensuring adoption runs smoothly and feedback is effectively synthesized.

Director, Business Intelligence & AI to join our Business Applications organization. This is a senior individual contributor role with a director title and light team leadership (5 people), sitting at the intersection of data strategy, architecture, and execution. You'll own the data foundation that powers our company's most critical business decisions - from GTM and revenue analytics to operational intelligence across the organization.

You'll report to the VP of Business Applications and work closely with stakeholders across Finance, Sales, Marketing, Customer Support, Product, R&D, and HR to ensure our data assets are trustworthy, scalable, and increasingly AI-ready



What will you do?

Architecting the data foundation that makes it possible for business users to ask questions in plain English and get trusted, real-time answers.
Define and execute a strategy to migrate from traditional BI (dashboards, scheduled reports) toward AI-powered, natural language interfaces for business intelligence
Architect the data layer that enables LLM-based querying - including semantic layers, vector stores, knowledge graphs, and metadata enrichment - so that AI agents can reliably reason over company data
Design and own a scalable, AI-ready data architecture - warehouse/lakehouse structure, semantic layer, and data contracts - that supports both analytical and AI/ML workloads
Build robust data modeling foundations (clean entities, clear metrics definitions, consistent taxonomies) that LLMs can reason over accurately
Serve as a trusted advisor to business leaders across GTM, Customer Success, Finance, and Product - proactively engaging them to understand their decision-making needs
Translate ambiguous business questions ("why is churn spiking in the mid-market?") into well-defined data problems, and then into scalable, AI-powered solutions
Build strong relationships with stakeholders at all levels - from individual analysts to VP and C-suite - and maintain a prioritized roadmap that reflects real business value

We are seeking a strategic, data-driven Senior Customer Support Operations Manager to lead operational performance and strategic planning for our global support organization. In this role, you will be the "Command Center" for our operations, responsible for ensuring our 24/7 global engine-spanning BPO and In-house teams-runs at maximum efficiency. Your leadership will directly impact our ability to meet SLAs and leverage technology to optimize our workforce.
What am I going to do?
What am I going to do?
Leadership & Real-Time Strategy: Directly manage and mentor the Shift Managers and WFM functions to ensure 24/7 operational excellence and execution quality.
Global WFM & Forecasting: Own the global staffing model, capacity planning, and forecasting for both BPOand In-house teams to meet SLAs while maintaining budget efficiency.
Operational Performance & Strategy: Analyze high-level support data (SLA, AHT, Cost per ticket) to identify trends, bottlenecks, and strategic opportunities for improvement.
BPO Performance Management: Serve as the operational focal point for our BPO partners, ensuring they meet staffing commitments, discipline, and performance targets.
AI & Efficiency Roadmap: Zendesk Admin for CS and Partner with leadership to define operational priorities and decide where to implement automation and AI based on volume trends and data insights.
Incident Management: Act as the final operational point of contact during high-impact events, outages, or critical escalations, leading the mitigation process.

We are looking for a Senior Fraud Analyst to serve as the technical cornerstone of our Fraud Prevention team.
In this role, you won't be managing a team; youll be managing the technical evolution of our fraud defenses. Reporting directly to the Fraud Prevention Director, you will act as a high-level individual contributor, bridging the gap between data science, engineering, and risk strategy. You will be responsible for pioneering the use of AI and advanced analytics to protect our community and ensure our platform remains the safest place for independent businesses to grow.
Here are a few of the things you'll do:
Technical Strategy & Architecture: Partner with the Fraud Prevention Director to define the long-term technical roadmap, moving our company toward an AI-first, autonomous fraud detection ecosystem.
AI & LLM Integration: Design and implement Generative AI agents and LLM-powered workflows to automate complex forensic investigations, reducing the time-to-detect for emerging fraud vectors.
Advanced Detection Modeling: Develop and prototype sophisticated ML models and graph-based heuristics to identify collusion, synthetic identities, and fraud rings.
Cross-Functional Technical Lead: Serve as the primary technical consultant to Product and Engineering, ensuring that new payment features (like RTP or international expansion) are built with scalable, AI-driven safeguards from day one.
Expert Forensics: Act as an escalation point on high-stakes, large-scale fraud attacks, utilizing advanced Python and network analytics to deconstruct and mitigate threats.
Data Excellence: Set the standard for the fraud teams technical stack. You will optimize our SQL/Python environments and ensure our data infrastructure is capable of supporting real-time AI inference.

we are seeking a Business Analyst to join our growing Global Services Group. In this role, you will collaborate closely with customers to understand their business needs, translate them into actionable product solutions, and help deliver real value through the platform.
This is a unique opportunity to join a dynamic, fast-growing team where youll play a key role in shaping the Business Analyst function.
Youll leverage your analytical mindset, technical understanding, and communication skills to drive successful customer outcomes and contribute to a high-performing team culture.
people come first. We believe in teamwork, trust, and empowering our employees to grow, learn, and reach their full potential.
What Youll Do:
Analyze customer use cases and translate them into actionable product recommendations and configurations
Present solutions, demos, and detailed documentation to customers
Facilitate business requirement gathering sessions with global customers
Lead business discussions to define, refine, and prioritize customer needs
Support integration scenarios between and third-party technologies
Conduct ongoing data analysis to identify optimization opportunities and improve use cases
Reproduce customer scenarios to identify product gaps and contribute to feature enhancements
Provide knowledge transfer and training to customers and internal teams

The Customer Engineer serves as the technical bridge between Koi engineering and our company's customer-facing teams, enabling Domain Consultants and support teams to successfully run POVs, deploy Koi, and support customers at Job Description
We are looking for a highly technical and customer-focused Customer Engineer to join the Koi team. This role operates at the intersection of engineering, support, and pre-sales solutions, and is critical to scaling Koi across our company.
As a Customer Engineer, you will sit closely with the Koi engineering team and develop deep expertise in Koi's architecture, capabilities, and roadmap. You will enable Domain Consultants (DCs) to effectively run Proof of Value (POV) engagements, and empower support teams to deliver high-quality service to customers using Koi. In this role, Customer Engineers translate live customer issues into actionable engineering fixes, taking full ownership of the bug-resolution lifecycle and the safe deployment of updates directly to customers.
Key Responsibilities
Act as a technical bridge between Koi engineering and our company customer-facing teams
Own the end-to-end resolution of technical issues, from diagnosing complex bugs to managing their seamless deployment to customer environments.
Develop deep expertise in Koi's product, architecture, and internal systems
Enable Domain Consultants (DCs) to successfully run POVs, including deployment, troubleshooting, and demonstrating value to customers
Support our company support teams in diagnosing and resolving customer issues
Build internal tools and systems that allow DCs and support teams to answer questions and perform initial triage independently
Improve scalability by reducing dependency on engineering for routine support and POV-related issues
Own or lead triage of the most complex and high-impact customer issues
Partner with engineering to identify root causes and drive long-term fixes
Identify recurring friction points in POVs and customer deployments, and work to eliminate them
Contribute to internal documentation, troubleshooting guides, and playbooks
Impact:
Provide the team with seamless technical resolutions to unblock customer issues
Increase success rate and quality of POVs led by Domain Consultants
Improve customer onboarding and time-to-value for Koi
Reduce escalation load on engineering teams
Improve overall customer experience and product reliability.

The Customer Engineer serves as the technical bridge between Koi engineering and Palo Alto's customer-facing teams, enabling Domain Consultants and support teams to successfully run POVs, deploy Koi, and support customers at Job Description
We are looking for a highly technical and customer-focused Customer Engineer to join the Koi team. This role operates at the intersection of engineering, support, and pre-sales solutions, and is critical to scaling Koi across Palo Alto Networks.
As a Customer Engineer, you will sit closely with the Koi engineering team and develop deep expertise in Koi's architecture, capabilities, and roadmap. You will enable Domain Consultants (DCs) to effectively run Proof of Value (POV) engagements, and empower support teams to deliver high-quality service to customers using Koi. In this role, Customer Engineers translate live customer issues into actionable engineering fixes, taking full ownership of the bug-resolution lifecycle and the safe deployment of updates directly to customers.
Key Responsibilities
Act as a technical bridge between Koi engineering and Palo Alto customer-facing teams
Own the end-to-end resolution of technical issues, from diagnosing complex bugs to managing their seamless deployment to customer environments.
Develop deep expertise in Koi's product, architecture, and internal systems
Enable Domain Consultants (DCs) to successfully run POVs, including deployment, troubleshooting, and demonstrating value to customers
Support Palo Alto support teams in diagnosing and resolving customer issues
Build internal tools and systems that allow DCs and support teams to answer questions and perform initial triage independently
Improve scalability by reducing dependency on engineering for routine support and POV-related issues
Own or lead triage of the most complex and high-impact customer issues
Partner with engineering to identify root causes and drive long-term fixes
Identify recurring friction points in POVs and customer deployments, and work to eliminate them
Contribute to internal documentation, troubleshooting guides, and playbooks
Impact:
Provide the team with seamless technical resolutions to unblock customer issues
Increase success rate and quality of POVs led by Domain Consultants
Improve customer onboarding and time-to-value for Koi
Reduce escalation load on engineering teams
Improve overall customer experience and product reliability.

This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being created by the revolution in artificial intelligence.
"our company's data management vision is the future of the market."- Forbes
we are the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real-time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, our company takes the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud.
Our success has been built through intense innovation, a customer-first mentality and a team of fearless workers who leverage their skills & experiences to make real market impact. This is an opportunity to be a key contributor at a pivotal time in our companys growth and at a pivotal point in computing history.

We are looking for an exceptional Customer Success Manager to join our growing team. In this role, you will own a portfolio of assigned accounts that may vary in market size, industry, and complexity, with a focus on ensuring value realization through the use of the platform, increasing adoption across a variety of business and functional units, ensuring retention, supporting growth, and overall customer satisfaction.

In this role, you will also be responsible to:
Develop a strong command of our unique value propositions, the business value our key capabilities drive, our approach to Enterprise Automation, Orchestration, and AI, our customer use cases and success stories, and our best practices. Leverage the aforementioned knowledge to guide the customer on their Enterprise Orchestration & AI journey and help them think differently. Work with customers on building out the AI roadmap.

Develop and maintain strategic business relationships with customers to drive adoption, assess and evangelize the value received, and support revenue expansion. Establish regular touchpoints with the assigned customers per established practices, to review progress against strategic business and technical product objectives.

Develop and maintain engagement with senior customer executives to understand their strategic objectives and position for their transformation initiatives, including delivery of Customer Objectives reviews, Exec Business reviews, etc.

Develop a deep understanding of a customer's business, use cases, and desired outcomes in order to guide them to achieve these via our product and services. Develop and drive programs to increase product usage within the current (landed) group and expand it to other business groups/functions.

Create customer assets, including a Joint Success Plan, to be leveraged by our sponsors that outline progress with our mapped to their business initiatives, value, deployment plans, etc.

Monitor customers' achievement of desired outcome and value, consistently and effectively telling the story of both to internal stakeholders and externally to key customer stakeholders.

Be the expert in deployment models and governance structures and share best practices from a business and technical perspective.

Serve as the primary escalation point for customer issues, and effectively prioritize and orchestrate the resolution of customer requests or issues.

Develop trusted, collaborative relationships with internal stakeholders and business partners, and champion customers internally to mitigate risk, improve the customer experience, drive value outcomes, and unlock growth.

Professionally manage your book of business and provide periodic and accurate reporting, develop growth and mitigation plans, following our best-practices and documentation requirements.

Contribute to the development of Customer Success practice, develop playbooks, and drive process innovation and operational efficiency.

Run hackathons and bootcamps to drive product adoption and consumption.

Actively engage in sales activities to drive revenue growth and customer expansion.

We are seeking a proactive and detail-oriented Customer Success Automation Engineer to join our growing team. The ideal candidate will have a strong technical background combined with a passion for enhancing customer experience through automation. This role will focus on developing and implementing automated solutions to streamline customer success processes, improve efficiency, and drive customer satisfaction.
Key Responsibilities
Develop and Implement Automation Solutions: Design, develop, and deploy automated workflows to optimize customer success operations.
Process Improvement: Identify opportunities for automation within customer success processes and implement solutions to improve efficiency and customer satisfaction.
Technical Support: Provide technical expertise and support to the customer success team in utilizing automation tools and systems.
Data Analysis: Analyze customer data to identify trends, patterns, and areas for improvement. Use data insights to drive automation strategies.
Collaboration: Work closely with cross-functional teams, including Customer Success, Product, and Engineering, to understand customer needs and develop appropriate automated solutions.
Documentation: Create and maintain documentation for all automation processes and workflows.
Training and Support: Train and support customer success team members on new automation tools and processes.