Responsibilities

The Director of Services and Support will align the Support and Solutions Architecture teams under a cohesive post-sales strategy, leading and mentoring a team of Solutions Architects to ensure high-quality delivery of Tray.ai solutions across customer engagements. They will serve as the escalation point for complex solution challenges and provide hands-on architectural guidance, building and standardizing playbooks for technical onboarding, customer escalation management, and solutions architecture support. The role involves guiding customers through architectural decisions, building collaborative relationships with Engineering, Product, Sales, and Customer Success, fostering a culture of innovation, and owning key post-sales metrics. Additionally, the Director will partner with Revenue leadership to improve resource allocation and account coverage strategies, and stay informed about industry trends to guide architecture decisions and solution direction.