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Program Launch Executive

Customer Success | San Francisco, CA | Full Time

Job Description


Directly’s expert-powered chatbots reward your power users for optimizing automatic answers and personally answering customer questions. World-class companies like Airbnb, Autodesk, LinkedIn, SAP, and Samsung are leveraging Directly’s unique expert-powered model to reduce contact center volumes and costs (50-90%) and deliver an amazing customer experience (CSAT increases of 10-20 points) with a minimal burden on their internal teams. The company is based in San Francisco, CA.



Do you love to win? Do you enjoy leading a team and taking action for success? Are you data driven with a keen ability to creative narratives and present data to spur action? Do you thrive in high pace environments and being in control of results? Then this Program Launch Executive role is for you!



  • Primary role is to lead all facets of an initial implementation of Directly’s solution from design through launch to customer acceptance.

  • Lead a virtual team of sales, technical services and expert operations to coordinate all activity and customer communication, set strategy in conjunction with sales lead and direct company assets as needed for a successful launch and test.

  • Engage client at multiple levels including executive, technical and operations. Requires strong leadership and communication skills both for internal resources and leading client. Must problem solve in real time and use strong analytical skills to continuously evaluate the program and make immediate adjustments for success.



  • 7+ years client facing role including sales, consulting, program management, program implementation in a technical field

  • 5+ years of client leadership as a consultant or project management or implementation manager



  • Customer leadership: ability to lead customer in preferred path of a successful implementation using data, persuasion and influence

  • Analytical skills: ability to review, interpret and formulate narratives around test results data and develop key action items to drive data results

  • Presentation skills: ability to create comprehensive presentations incorporating data supported, decision driving material that influences the customer to move in a preferred direction

  • Team Leadership skills: ability to actively lead a virtual project team with direction, assignments and accountability

  • Communication skills: ability to effectively and skillfully communicate key material and information at an executive level both verbally and written

  • Adaptability: ability to continuously monitor situational circumstances and make immediate changes as needed to adapt to a new environment



  • 4 year BS degree demonstrating high capacity for analytical thinking and problem solving

  • MS or MBA strongly preferred

  • Additional training in customer management, sales skills, project management is a plus