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About the Role

You'll own getting our customers live across all our products. This involves sitting with a contractor's operations team, understanding their current workflows, configuring systems, designing solutions, testing, and launching. You will be responsible from contract signing to smooth production operation.

Responsibilities

• Own new customers from signed contract to live in production across EIQ, Permits, and Rebates, typically in a three to five week sprint.
• Run discovery sessions with customer operations teams to map current workflows, including jurisdictional quirks and edge cases.
• Design solutions for each customer, including bespoke work where warranted, and make judgment calls on customization versus pushback.
• Drive down the time-to-live for customers, aiming for continuous improvement.
• Turn each implementation into reusable templates, checklists, and configuration patterns.
• Own customer success post-go-live, defining and measuring 'working' status.
• Own account health across usage, engagement, and concerns, driving adoption depth.
• Serve as the escalation path for issues, partnering with ops and engineering for resolution.
• Intervene early on at-risk accounts with a recovery plan.
• Own the relationship at large brands, from operations teams to executives.
• Find and drive expansion opportunities, including cross-selling additional products.
• Act as the single point of contact between the customer and Faraday teams.

Requirements

• You get things done and finish ambiguous, unassigned tasks.
• You are relentlessly organized and can manage multiple priorities.
• You are comfortable being the least-expert person and asking questions until you understand.
• You write and communicate clearly, turning conversations into actionable information.
• You have good instincts for identifying one-off issues versus patterns.
• You are good with frustrated, busy, or skeptical customers.
• You prefer fixing systems over manual heroics.
• 5+ years in a customer-facing role where you owned outcomes, not tickets.

Skills

• Customer Success
• Implementation
• Account Management
• Problem Solving
• Communication
• Organization

Location

• New York, NY

Work Type

• Onsite
• Occasional travel to customer sites

Experience Level

• 5+ years

Salary/Compensations

• $160,000 – $200,000

Benefits

• Meaningful seed-stage equity
• Work on cutting-edge AI with massive real-world impact
• Work from our beautiful office in Chinatown NYC
• Medical, dental, vision, commuter, and other benefits
• Take what you need vacation policy

About the Company

• Faraday is automating the back office for the $600B home services industry.
• Our AI agents handle essential workflows like permits, warranties, and rebates.
• We have grown 300% in the last nine months and partner with leading home service brands.
• We are backed by top-tier VCs and are growing our team in Chinatown, NYC.