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Job Locations US-WA-Kirkland
Posted Date 21 hours ago(6/1/2020 2:25 PM)
Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. Founded in 1996, Appen has customers and offices globally.   At Appen, we value performance, honesty, humility, and grit. We persevere and remain focused, whilst maintaining agility to achieve quality outcomes and exceed expectations. We’re truth tellers – respectfully of course. We take accountability for our actions, and believe in giving and receiving direct feedback. We give credit where credit is due, and show gratitude to others for their contributions. We seek diverse perspectives as we recognize the value in teamwork and collaboration. Through grit, we take ownership, and we don’t give up. Position Summary The Program Manager role is a leadership position with active involvement in team management, process creation & implementation, report & data management and strategic planning. Additionally, the Program Manager may be responsible for project and data analysis, meeting coordination and other manager training as assigned. The Program Manager will monitor and drive key performance metrics for a team of Managers supporting the Content Relevance operations. The Program Manager will work collaboratively, supporting a virtual environment, with Appen’s Content Relevance Director team to meet all stakeholder requirements.   Responsibilities (MUST BE COMMUTABLE TO KIRKLAND, WA ONCE WEEKLY) - Communicate in a timely, clear and concise manner to stakeholders including staff, directors, clients and leadership. - As assigned, help to establish service level expectations and direction. Ensure all service level expectations are clearly communicated, understood and executed. - Provide up-to-date information that helps Appen staff anticipate and solve problems. - Proactively provide on-the-spot positive and constructive feedback regarding both metrics-driven and behavioral issues, including communicating strengths and areas for improvement for all managers. - Practice active decision-making and delegation skills to improve program performance. Take responsibility for decisions and corrective action as needed, being considerate of all stakeholders and impacts of change. - Based on business needs, communicate directly with directors and/or clients, using proper escalation procedures for program-related questions as well as technical issues. - Conduct training for new staff on all end-to-end processes utilized in the Content Relevance operations - Assist in building and managing a proficient team of managers to drive team key performance metrics and meet or exceeds program targets. - Ensure team managers have the tools, skills knowledge and resources to complete assigned responsibilities. - Ensure regular meetings and training sessions for new and existing staff members are scheduled and appropriately facilitated. - Develop training programs for managers as needed. - Take fiscal responsibility for delivering expected results to clients and US-based directors. - Demonstrate thought leadership to help drive efficiencies and improve process and process flow. - Provide daily, weekly and monthly reports and analysis as required. - Analyze and evaluate statistical reports to proactively identify and improve individual and roster results and improve client satisfaction. - Provide analysis and reporting as requested by the client and as needed for program and manager support. - Proactively develop and provide additional, unsolicited analysis not requested by the client to advance program performance. - Build, and execute day-to-day dynamic operational processes and adapt to changing client needs and expectations. - As needed or as required, help establish new and grow existing client relationships. - Develop and drive quality service improvements. - As needed, lead the onboarding process for new clients and new projects to include the development of client communications, establishing expectations, creating and running pilot projects, assist with writing proposal/bids, and other functions as needed. - Develop and lead initiatives for program improvements and chair committee work as assigned. - Participate in interviewing, hiring, training and mentoring of new program staff as needed. - Support program staff with process management, report management, data management and analysis and strategic planning. - Where necessary, complete additional tasks as assigned.   Qualifications and Experience - Flexible, independent, motivated self-starter who can establish a course of action for self and others and drive initiatives to completion. - Demonstrated ability to work effectively in an environment characterized by constant change, ambiguous data and a fast-paced, deadline-driven culture; able to respond quickly and proactively to new or changed initiatives. - Demonstrated ability to understand the big picture and use sound judgment to reach decisions while exhibiting sensitivity for all parties and issues. - Senior level experience creating productive, cooperative relationships and demonstrated effective conflict resolution skills. Displays a high level of professionalism in interactions with peers, subordinates, clients and managers.  Continually provides valuable input in an appropriate manner across the company. - Excellent communication skills including an ability to present information clearly and concisely in writing or verbally to a wide audience including clients, managers and senior leaders; effectively uses active listening skills. - Driven to focus on quality and drives team members and peers to deliver exceptional quality and service. - Exceptional time management and organizational skills with acute attention to detail. - Passionate about learning new skills and technologies. Takes personal responsibility for continuous learning demonstrates through documented learning opportunities. Works with and encourages others to learn and develop professionally. - Proven analytical skills including the ability to proactively identify problems, gather information and drive course of action for self and others. - Demonstrated understanding and appreciation for a global marketplace and workforce. - Innovative thinker who drives self and others in the development and implementation of new ideas; unafraid of taking risks to accomplish corporate level goals. - Embrace and drive others to demonstrate a commitment Appen core values and company vision. - Able to effectively coach and train peers and team members. - Experience managing client relationships with a demonstrated focus on delivering high level customer service and quality improvement. - Demonstrated ability to make difficult decisions by researching and carefully weighing all options. - Exhibit discretion, good judgment and mature behavior when dealing with sensitive materials and situations. - *Must be able to commute to Kirkland, WA once a week*   Required Knowledge, Skills and Abilities - Minimum 5 years of management experience in a metric -driven setting working in a production, operation, or call center environment - Minimum 2 years’ experience working as a Project Manager for Appen or in a similar field - Experience with Windows Operating systems and Office Suite of Products - Proficient in English and one other language as defined by client or program needs - BS or BA degree from an accredited University or equivalent work experience preferred - Position will require residence in the US and the ability to travel to onsite meetings as needed. - *Must be able to commute to Kirkland, WA once a week*     We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  
ID
2020-5014
City
Kirkland
Posted Date 21 hours ago(6/1/2020 2:22 PM)
Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. Founded in 1996, Appen has customers and offices globally.   At Appen, we value performance, honesty, humility, and grit. We persevere and remain focused, whilst maintaining agility to achieve quality outcomes and exceed expectations. We’re truth tellers – respectfully of course. We take accountability for our actions, and believe in giving and receiving direct feedback. We give credit where credit is due, and show gratitude to others for their contributions. We seek diverse perspectives as we recognize the value in teamwork and collaboration. Through grit, we take ownership, and we don’t give up.     Position Summary Appen’s Associate Project Manager is responsible for monitoring and driving key performance metrics for a group of independent contractors (ICs) doing search, social media and/or ecommerce evaluation, review, tagging and content annotation.  The APM works collaboratively with an Appen team to meet all project and client requirements.   Responsibilities (MUST BE COMMUTABLE TO KIRKLAND, WA ONCE WEEKLY) - Quality Management: - Execute day-to-day quality process for all assigned programs - Develop quality management plans to support a program end-to-end - Drive quality improvements - Take responsibility for delivering required performance metrics for assigned programs - Analyze and evaluate statistical reports to proactively identify and improve individual IC and team results to improve client satisfaction - Client Relationship Management: - Become familiar with all aspects of managing client relationships - Actively establish and grow client relationships, as assigned - Adapt to changing client needs and expectations - Virtual Team Management: - Build and manage a virtual team of proficient ICs that meets or exceeds quality, throughput and productivity targets - Participate in IC selection as needed - Ensure ICs have access to required tools, guidelines and other related materials to meet project requirements - Prepare and disseminate project materials based on IC and/or client feedback to clarify guidelines - Solicit and use input and feedback from client, Appen managers and ICs to help drive efficiencies and improve quality plans - Provide regular reporting on project status, as well as more in-depth analysis - Guideline & Training Support: - Participate in program improvements, initiatives, and committee work as assigned - Develop program guidelines and training material as well as annotate data for new or existing programs - Support the training and mentoring of new and existing Appen staff, as assigned - Reporting and Communication: - Communicate service level expectations and directions to all ICs. May be asked to establish quality requirements - Provide up-to-date information that helps Appen staff and ICs anticipate and solve problems. - Proactively provide on-the-spot positive and constructive feedback to ICs regarding metrics-driven performance issues - Under manager guidance, communicate directly with client, using proper escalation procedures for both production-related questions and technical issues - Communicate, with all stakeholders, in a timely, clear and concise manner - Participate in regular team meetings with program staff - Where necessary, complete additional tasks as assigned.   Qualifications and Experience - Driven to focus on quality and service delivery - Motivated self-starter who can establish a course of action for self and others and drive initiatives to completion - Flexible, independent, self-motivated; able to deal calmly and professionally with ambiguous data while leading in an environment of constant change - Excellent communication skills including an ability to present information clearly and concisely in writing or verbally.  Must also be an attentive and careful listener and respond appropriately to others  - Demonstrated time management and organizational skills with attention to details. - Excellent analytical skills including ability to proactively identify problems, gather information and set course of action - Demonstrated understanding and appreciation for a global marketplace and workforce - Innovative thinker who drives the development and implementation of new ideas - *Must be able to commute to Kirkland, WA once a week*   Required Knowledge, Skills and Abilities - BS or BA degree from an accredited university or equivalent work experience preferred - Minimum 1-2 year of quality management experience in a metric -driven setting working in a production, operation, or call center environment is desired - Advanced Excel skills required - Experience managing and prioritizing large volumes of email correspondence - Experience with a Windows operating system and Office suite of products - Proficient in English. Excellent oral and written communication skills - Bi-lingual in a second language is a bonus - *Must be able to commute to Kirkland, WA once a week*      We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
ID
2020-5013
Posted Date 21 hours ago(6/1/2020 2:35 PM)
Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. Founded in 1996, Appen has customers and offices globally.   At Appen, we value performance, honesty, humility, and grit. We persevere and remain focused, whilst maintaining agility to achieve quality outcomes and exceed expectations. We’re truth tellers – respectfully of course. We take accountability for our actions, and believe in giving and receiving direct feedback. We give credit where credit is due, and show gratitude to others for their contributions. We seek diverse perspectives as we recognize the value in teamwork and collaboration. Through grit, we take ownership, and we don’t give up. Position Summary The Project Manager (PM) is responsible for monitoring and driving key performance metrics for a roster or group of independent contractors doing search, social media and/or ecommerce relevance ranking and content annotation.  The PM works collaboratively with an Appen team to meet all client and project requirements.   Responsibilities (MUST BE COMMUTABLE TO KIRKLAND, WA ONCE WEEKLY) - Communicate in a timely, clear and concise manner to stakeholders. - Communicate service level expectations and directions. May be asked to help determine some service level requirements. - Provide up-to-date information that helps Appen staff and contractors anticipate and solve problems. - Proactively provide on-the-spot positive and constructive feedback to independent contractors regarding both metrics-driven and behavioral issues, including communicating strengths and areas for improvement. - In partnership with Director, communicate directly with client, using proper escalation procedures for both production-related questions and technical issues. - Build and manage a virtual roster of proficient contractors that meets or exceeds program targets. - Enter requisitions and fill rosters as needed. Participate in contractor selection as needed. - Partner with staffing department to develop recruiting and advertising strategies as necessary. - Ensure contractors have access to required tools, guidelines and other related materials to meet project requirements. - Prepare and disseminate project materials based on contractor and/or client feedback to clarify guidelines. - Take responsibility for delivering required production and service level metrics for assigned programs. - Solicit and use input and feedback from client, Appen managers and contractors to help drive efficiencies and improve processes. - Provide regular reporting on project status, as well as more in-depth analysis as required - Analyze and evaluate statistical reports to proactively identify and improve individual and roster results and improve client satisfaction. - Execute day-to-day dynamic operational processes and adapt to changing client needs and expectations. - Run a program end-to-end and participate in managing a client relationship. - Actively participate to establish and grow client relationships. - Drive quality service improvements. - Develop guidelines and training material as well as annotate data for new or existing programs. - Participate in program improvements, initiatives, and committee work as assigned. - Participate in the training and mentoring of new and existing Appen staff. - Participate in regular team meetings with program staff. - Where necessary, complete additional tasks as assigned.   Qualifications and Experience - Motivated self-starter who can establish a course of action for self and others and drive initiatives to completion. - Flexible, independent, self-motivated; able to deal calmly and professionally with ambiguous data while leading in an environment of constant change. - Demonstrated ability to understand the big picture and use sound judgment to reach decisions while exhibiting sensitivity for all parties and issues. - Able to establish productive, cooperative relationships and demonstrate excellent conflict resolution skills. - Experience working in a customer service role and delivering exceptional customer service. - Excellent communication skills including an ability to present information clearly and concisely in writing or verbally.  Must also be an attentive and careful listener and respond appropriately to others.  - Driven to focus on quality and service delivery. - Demonstrated time management and organizational skills with attention to details. - Passionate about learning new skills and technologies. Takes personal responsibility for continuous learning. - Excellent analytical skills including ability to proactively identify problems, gather information and set course of action. - Demonstrated understanding and appreciation for a global marketplace and workforce. - Innovative thinker who drives the development and implementation of new ideas. - Demonstrated commitment to Appen core values and company vision. - *Must be able to commute to Kirkland, WA once a week* Required Knowledge, Skills and Abilities - Minimum 3 years of management experience in a metric -driven setting working in a production, operation, or call center environment. - Minimum 2 years’ experience working as either a Lead or Associate Project Manager for Appen or in a similar field. - Advanced Excel skills - Experience managing and prioritizing large volumes of email correspondence. - Experience with a Windows operating system and Office suite of products. - Proficient in English. Excellent oral and written communication skills. - BS or BA degree from an accredited university or equivalent work experience preferred. - Project Management experience or certification preferred. - Bi-lingual in English and another language preferred. - 6-12 months of experience working as either an annotator and/or auditor for Appen or in a similar field. - *Must be able to commute to Kirkland, WA once a week*   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  
ID
2020-5012
Job Locations US-TX
Posted Date 5 days ago(5/28/2020 5:14 PM)
Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. Founded in 1996, Appen has customers and offices globally.   At Appen, we value performance, honesty, humility, and grit. We persevere and remain focused, whilst maintaining agility to achieve quality outcomes and exceed expectations. We’re truth tellers – respectfully of course. We take accountability for our actions, and believe in giving and receiving direct feedback. We give credit where credit is due, and show gratitude to others for their contributions. We seek diverse perspectives as we recognize the value in teamwork and collaboration. Through grit, we take ownership, and we don’t give up.       Opportunity Overview: Appen is a global leader in the development of high-quality, human annotated datasets for machine learning and artificial intelligence. Appen brings over 20 years of experience capturing and enriching a wide variety of data types including speech, text, image and video. With deep expertise in more than 180 languages and access to a global crowd of over 800,000 skilled contractors, Appen partners with technology, automotive and eCommerce companies -  as well as governments worldwide -  to help them develop, enhance and use products that rely on natural languages and machine learning.   Position Summary: Appen’s Associate Project Manager is responsible for monitoring and driving key performance metrics for a group of independent contractors (ICs) doing search, social media and/or ecommerce evaluation, review, tagging and content annotation.  The APM works collaboratively with an Appen team to meet all project and client requirements.   Key Responsibilites: - Quality Management: - Execute day-to-day quality process for all assigned programs - Develop quality management plans to support a program end-to-end - Drive quality improvements - Take responsibility for delivering required performance metrics for assigned programs - Analyze and evaluate statistical reports to proactively identify and improve individual IC and team results to improve client satisfaction - Client Relationship Management: - Become familiar with all aspects of managing client relationships - Actively establish and grow client relationships, as assigned - Adapt to changing client needs and expectations - Virtual Team Management: - Build and manage a virtual team of proficient ICs that meets or exceeds quality, throughput and productivity targets - Participate in IC selection as needed - Ensure ICs have access to required tools, guidelines and other related materials to meet project requirements - Prepare and disseminate project materials based on IC and/or client feedback to clarify guidelines - Solicit and use input and feedback from client, Appen managers and ICs to help drive efficiencies and improve quality plans - Provide regular reporting on project status, as well as more in-depth analysis - Guideline & Training Support: - Develop program guidelines and training material as well as annotate data for new or existing programs - Participate in program improvements, initiatives, and committee work as assigned - Support the training and mentoring of new and existing Appen staff, as assigned - Reporting and Communication: - Communicate service level expectations and directions to all ICs. May be asked to establish quality requirements - Provide up-to-date information that helps Appen staff and ICs anticipate and solve problems. - Proactively provide on-the-spot positive and constructive feedback to ICs regarding metrics-driven performance issues - Under manager guidance, communicate directly with client, using proper escalation procedures for both production-related questions and technical issues - Communicate, with all stakeholders, in a timely, clear and concise manner - Participate in regular team meetings with program staff Where necessary, complete additional tasks as assigned. Qualifications:   - Driven to focus on quality and service delivery - Motivated self-starter who can establish a course of action for self and others and drive initiatives to completion - Flexible, independent, self-motivated; able to deal calmly and professionally with ambiguous data while leading in an environment of constant change - Excellent communication skills including an ability to present information clearly and concisely in writing or verbally.  Must also be an attentive and careful listener and respond appropriately to others  - Demonstrated time management and organizational skills with attention to details. - Excellent analytical skills including ability to proactively identify problems, gather information and set course of action - Demonstrated understanding and appreciation for a global marketplace and workforce - Innovative thinker who drives the development and implementation of new ideas Required Knowledge, Skills and Abilities: - BS or BA degree from an accredited university or equivalent work experience preferred - Minimum 1-2 year of quality management experience in a metric -driven setting working in a production, operation, or call center environment is desired - Advanced Excel skills required - Experience managing and prioritizing large volumes of email correspondence - Experience with a Windows operating system and Office suite of products - Proficient in English. Excellent oral and written communication skills - Bi-lingual in a second language is a bonus   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  
ID
2020-5007
Job Locations US-CA-San Francisco
Posted Date 5 days ago(5/28/2020 7:33 AM)
Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. Founded in 1996, Appen has customers and offices globally.   At Appen, we value performance, honesty, humility, and grit. We persevere and remain focused, whilst maintaining agility to achieve quality outcomes and exceed expectations. We’re truth tellers – respectfully of course. We take accountability for our actions, and believe in giving and receiving direct feedback. We give credit where credit is due, and show gratitude to others for their contributions. We seek diverse perspectives as we recognize the value in teamwork and collaboration. Through grit, we take ownership, and we don’t give up.   About you We’re looking for a Sr Customer Success Manager (CSM) who has a track record for excellence, is eager to learn how AI works in the real world and wakes up in the morning thinking about how they can best deliver value to their customers. You are someone who loves working in a team environment, building customer relationships. In an avid learned and can successfully manage their daily task around the entire customer journey post sales, while remaining committed to successful outcomes for your dedicated book of business.   As a Sr CSM, you will be a trusted guide for customers adopting and leveraging the Appen platform, manage a book of highly innovation Fortune 500 customers while ensuring they achieve the highest quality of labeled data sets for their AL and Machine Learning initiatives. You will become an Appen platform expert so you can speak intelligently on the best practices and recommendations that teach customers the importance of task design principles, creating robust instructions to achieve high data quality and be the ‘quarterback’ when working complex engagements and projects with the Appen platform for your clients. About the role This role has high growth opportunity. You will help align our client’s desired goals and outcomes by driving our account-based management and strong platform adoption approach. You will be responsible for all managing the full customer lifecycle, building customer success strategies for adoption, renewals and expansions and partner with sales to execute on all customer needs. You will also help contributor to the development and launch of ongoing management to our customer success methodology, playbooks, onboarding, and  Customer Success training management. This role reports to the Director of Global Customer Success and will have critical influence over our engagement models and overall customer experience. What you’ll do - Build strong relationships with customers to ensure they remain happy and successful Appen customers - Proactively coach and educate customers to improve adoption of the Appen platform - Manage our most strategic and top customers on their post-sales customer journey including kickoff, onboarding, adoption and advocacy while supporting the sales team in renewal and expansion conversations - Ability to prioritize multiple and very different tasks on a daily basis. Customers may have very different use cases and specific needs, being able to stay organized and accomplishing their goals is critical to our company’s success. Some examples include: - An advanced customer wanting to leverage deep platform functionality today - Onboarding a new customer tomorrow - Managing support escalations and partnering with sales on an expansion opportunity the next day - Analyze and resolve product adoption issues, escalate customer concerns and bugs appropriately while working with the correct internal groups - Drive, manage and assist the renewal management process including all administrative aspects of the transaction - Partner with sales to identify expansion opportunities - Participate in the execution of named departmental strategic initiatives and projects - Create highly analytical adoption plans to help increase data utilization and improve customer satisfaction - Be a voice of Success in working with Marketing team to deliver retention and expansion enablement materials You’re a great fit if you - Have 5-7 years in a customer facing role (eg: Customer Success Manager, Sales, Acct Management) preferably at a SaaS B2B company with a focus on top technology companies and enterprises - Demonstrated passion for working with customers, helping them execute on implementation, success or expansion plans through excellent analytical, problem-solving, project management and technical skills - Willingness to learn core technology tools including but not limited to HTML/CSS, Liquid and SQL - Are comfortable in an environment with multiple needs because you’re able to effectively prioritize and orient towards outcomes first - Are driven by executing strategy and enablement while having a high self- awareness to balance ideation, execution and iteration - Have competence with Microsoft Suite & Teams - Exemplify Appen’s core values of grit, humility, performance and honesty - Willingness to travel to customer onsites (as needed) We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
ID
2020-5005
City
San Francisco
Job Locations US-CA-San Francisco
Posted Date 5 days ago(5/28/2020 7:25 AM)
Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. Founded in 1996, Appen has customers and offices globally.   At Appen, we value performance, honesty, humility, and grit. We persevere and remain focused, whilst maintaining agility to achieve quality outcomes and exceed expectations. We’re truth tellers – respectfully of course. We take accountability for our actions, and believe in giving and receiving direct feedback. We give credit where credit is due, and show gratitude to others for their contributions. We seek diverse perspectives as we recognize the value in teamwork and collaboration. Through grit, we take ownership, and we don’t give up.   About you You are a seasoned Customer Success Operations professional with at least 5 years of experience who prides themselves on getting things done! You are gritty and like to roll up your sleeves to make things happen. You are capable of strategic conversations and dealing with the day-to-day analysis at the same time while providing solutions for scale and efficiency. About the role This role has high growth opportunity. You will help align our Success team driving our account-based management and strong platform adoption approach. You will be responsible for all customer success analytics, dashboards, and reporting. You will also help own the development, launch, and ongoing management of our customer success methodology, playbooks, onboarding, Customer Success training management and  off-sites. This role reports to the Director of Global Customer Success and will have critical influence over our new hire ramp, customer success productivity, and evolution of our CS team. What you’ll do - Optimize processes removing friction from Sales and Success processes, especially given our huge opportunity to optimize expansion revenue - Collect metrics and key performance indicators - Structure initiatives to address KPIs - Create highly analytical adoption plans to help increase data utilization and improve customer satisfaction - Assist Customer Success team members with process contracts and resolve associated issues - Investigate and resolve issues related to the contracts and customer engagements - Be prime administrator of Salesforce (responsible for generating, running and maintaining key reports and dashboards) - Integrate and maintain Customer Success Platform and NPS - Build and maintain Customer Success training - Be a voice of Success in working with Marketing team to deliver retention and expansion enablement materials You’re a great fit if you - Are logical and analytical with a strong attention to detail - Are comfortable in an environment with multiple needs because you’re able to effectively prioritize and orient toward outcomes first. - Are driven by executing strategy and enablement - Have high self-awareness to balance ideation, execution, and iteration - Enjoy autonomy: Proactive self-starter and ability to work independently in a fast-paced environment - Are process oriented - Have hands-on experience as a Salesforce Admin - Have Saas Technology Sales experience in the following – SQL, Mode Analytics, Domo - Have experience supporting account-based sales models - Have competence with Microsoft Excel We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #LI-Remote
ID
2020-5004
City
San Francisco
Job Locations PH-Cavite
Posted Date 7 days ago(5/26/2020 6:54 PM)
About Appen Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. At Appen, we value performance, honesty, humility, and grit.   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.     Responsibilities - Follows directives of Director, Secured Facility and Operations - Collaborates and cooperates with other functional areas including; Human Resources,IT, Finance, Facilities, Project Management team - Provide leadership, direction, support and career development to Team Managers in a manner consistent with Appen Core values and Business Initiatives - Train, motivate and coach the Team Managers on the essential skills to meet targets set by projects - Able to do analysis and RCA's based on projects assigned to drive performance, efficiencies, and productivity - Understands the ins and outs of performance Management and able to implement - Appropriately prioritize team goals and individual goals to effectively achieve business objectives - Communicates frequently and openly, to motivate team members to achieve project goals - Actively seeks input from team members who will be impacted by any changes to existing operations - Provides rewards and recognition for top performers - Continually seeks opportunities to improve overall performance, critical metrics that matter, and value add initiated actions. - Ensure that team member, client goals, are exceeded/met on a monthly basis - Collaborate with Capacity planner and Service Excellence/Innovation team to implement their recommendations for improving operational efficiencies - Collaborate with Human Resources to ensure that policies and procedures are consistently and fairly applied - Work with the Service Excellence and Innovation department to ensure consistency in quality work on Transription/Relevance/Data Collection and Annotation - Maintains an excellent working knowledge of the entire Projects assigned, with close relationships with stakeholders - Update and continuously develop knowledge on project management and operational performance to provide recommendations that improve the customer experience, employee satisfaction, and corporate performance - Develop and implement SOPs and relevant processes needed by operations. - Able to manage multiple projects on a highly matrixed environment - Financial Management on projects assigned is a priority - Demonstrates a commitment to achieve all goals and objectives - Demonstrates strong leaderhip presence within the center, in an engaging manner, and is approachable at all levels. - Maintains open door policy - Able to do presentations in front of stakeholders - Other duties as assigned   Qualifications and Experience - College Degree required - Minimum of 5-8 years call center experience required, with at least 2-3 years at Operations Manager level - Managed multiple programs at one time, on a multi skillset environment - Has done continous improvement projects on assigned programs   If this resonates with you, or if you feel like you would excel in the role, apply now!   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
ID
2020-4998
City
Cavite
Job Locations US-WA-Kirkland
Posted Date 20 hours ago(6/1/2020 3:34 PM)
About Appen Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. Founded in 1996, Appen has customers and offices globally.   At Appen, we value performance, honesty, humility, and grit. We persevere and remain focused, whilst maintaining agility to achieve quality outcomes and exceed expectations. We’re truth tellers – respectfully of course. We take accountability for our actions, and believe in giving and receiving direct feedback. We give credit where credit is due, and show gratitude to others for their contributions. We seek diverse perspectives as we recognize the value in teamwork and collaboration. Through grit, we take ownership, and we don’t give up.     Position Summary Appen’s Corporate Recruitment Manager is responsible for providing leadership, support, advocacy and vision to recruiters and support staff who provide recruiting support to hiring managers globally.   Responsibilities - Recruits, interviews, hires, and trains new staff. - Oversees the daily workflow of the department. • Manages the corporate recruiting team and reports on its performance. Utilizing dashboards and tracks team activity. - Fills senior-level positions as well as positions in operations and management. - Keep track of recruiting metrics (e.g. time-to-hire and cost-per-hire) - Develops new strategies and programs to attract candidates. - Implement new sourcing methods and creating new processes. - Familiar with meetups and creating sourcing strategies while branding Appen as an employer of choice. - Performs other related duties as assigned.   Required Knowledge, Skills and Abilities - Bachelor’s Degree preferred. - 5+ years of experience in the recruiting field with full cycle recruitment: sourcing, screening, interviewing, hiring and onboarding, with at least 5 years supervising or managing other recruiters and a recruiting process. - Thorough understanding of recruiting methods and best practices, as well as applicable policies and federal, state, and local employment laws and regulations. - Thorough understanding of technology, technical roles and technical skills. - Excellent verbal and written communication skills, interpersonal, customer service skills, organizational and attention to details. - Time management skills with a proven ability to meet deadlines. • Strong supervisory and leadership skills. - Strong using iCIMS ATS and capable of building out dashboards for reporting. - Ability to prioritize tasks and to delegate them when appropriate. - Ability to function well in a high-paced and at times stressful environment. - Proficient with Microsoft Office Suite or related software. - Hands-on experience with Applicant Tracking Systems - Humility: excellent interpersonal skills and ability to develop collaborative relationships at all levels in the organization   Qualifications and Experience - Motivated self-starter who can establish a course of action for self and others and drive initiatives to completion - Flexible, independent, self-motivated; able to deal calmly and professionally with ambiguous data while leading in an environment of constant change - Excellent communication skills including an ability to present information clearly and concisely in writing or verbally. Must also be an attentive and careful listener and respond appropriately to others • Demonstrated time management and organizational skills with attention to details. - Excellent analytical skills including ability to proactively identify problems, gather information and set course of action - Demonstrated understanding and appreciation for a global marketplace and workforce We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  
ID
2020-4996
City
Kirkland
Job Locations | US-CA-Pleasanton | US-CA-Sunnyvale
Posted Date 2 weeks ago(5/22/2020 6:27 PM)
Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. Founded in 1996, Appen has customers and offices globally.   At Appen, we value performance, honesty, humility, and grit. We persevere and remain focused, whilst maintaining agility to achieve quality outcomes and exceed expectations. We’re truth tellers – respectfully of course. We take accountability for our actions, and believe in giving and receiving direct feedback. We give credit where credit is due, and show gratitude to others for their contributions. We seek diverse perspectives as we recognize the value in teamwork and collaboration. Through grit, we take ownership, and we don’t give up.     Position Summary: Data Analysts support decision making across Appen’s business by organizing, analyzing data and providing insights to internal teams and external clients.  As Analyst position levels increase, so will the expectations, scope of responsibilities and impact. (There are 4 openings at varying levels of experience). PLEASE ONLY APPLY IF YOU CAN COMMUTE TO KIRKLAND, WA; SUNNYVALE, CA or PLEASANTON, CA Key Responsibilities - Consolidate, cleanse and transform data to prepare for reporting and analyses. - Creation and measurement of key performance indicators and metrics. - Design and prepare periodic and ad hoc reports, presentations, and exploratory analysis that are designed to use raw data to provide key insights to members of the Client Services organization. - A truth seeker. You ask why, and you question every assumption. You will be asked to probe assumptions, question the status quo, and follow up on unexpected data results. - Where necessary, complete additional tasks as assigned.   Required Knowledge, Skills and Abilities    - Ability to apply high-level analytical, statistical, and quantitative problem solving skills to a variety of different scenarios and make recommendations based on outcomes. - Flexible, independent, motivated self-starter who can establish a course of action for self and others and drive initiatives to completion. - Ability to proactively identify problems, gather information and drive course of action for self and others. - Innovative thinker who drives self and others in the development and implementation of new ideas; unafraid of taking risks to accomplish corporate level goals. - Exceptional time management and organizational skills with acute attention to detail. - Passionate about learning new skills and technologies. - Excellent communication skills including an ability to present information clearly and concisely in writing or verbally to a wide audience including clients, managers and senior leaders; effectively uses active listening skills. - Driven to focus on quality and drives team members and peers to deliver exceptional quality and service. - Embrace a commitent Appen core values and company vision.   Qualifications - Bachelors Degree in Business, Operation Research, Applied Mathematics, Statistics, or other Data Sciences; or an equivalent combination of education and 1+ years experience. - Delivered data insights using different data sources; SQL, Excel and at least one business intelligence tool such as Tableau, PowerBI or Mode Analytics is preferred.   Appen Career Path We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  
ID
2020-4995
Job Locations PH-Cavite
Posted Date 2 weeks ago(5/22/2020 1:19 AM)
About Appen Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. At Appen, we value performance, honesty, humility, and grit.   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.     Responsibilities - Responsible for end to end recruiting - Will handle all global roles especially linguists and support roles - Performs strategic sourcing, tapping all channels - Call outs, email invites, creation of job ads, job posting - Handling of applicant, interviewer queries   Required Knowledge, Skills and Abilities - Excellent business English skills - Sourcing experience - End to end recruiting experience - SEO, Recruitment Marketing experience is a plus - Experience working in fast paced global organizations, RPO, Tech, Languages, Remote Work companies (tutorials) or Shared Services - Proficiency in MS Excel - Can work in Cavite - Can work flexible shifts and workdays   Qualifications and Experience - At least 2nd year college level - Certification in other languages a plus - At least 1 yr sourcing, recruiting experience If this resonates with you, or if you feel like you would excel in the role, apply now!   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
ID
2020-4991
City
Cavite
Job Locations PH-Cavite
Posted Date 7 days ago(5/26/2020 6:58 PM)
About Appen Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. At Appen, we value performance, honesty, humility, and grit.   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.     Responsibilities As part of the System administration team the System Administrator will: - User administration – managing identities and access, resolve technology related issues - System maintenance – Dependable access and availability, troubleshoot and fix issues that compromise system performance or access. - Documentation – Maintain records of IT asset usage, End-user requests, business requirements, IT Issues and regulatory compliance. - System health monitoring – System health and identifying anomalous behavior including security-sensitive activities. - Backup and disaster recovery – Data backup and recovery processes, replacement of hardware (networking) - Application compatibility – Ensure that software systems and feature releases are compatible with the Appen IT Infrastructure - Service administration and configurations – ensuring configuration changes are documented and follow Appen Policies - Network administration – follow organizational polices and protocols in order to maintain network integrity - Security administration – Infrastructure and network security monitoring and analysis, IAM, software licensing, updates and patching - User training - conduct training programs to bring users up to pace with new software installations or IT system changes   Technology Environment - Desktop / productivity services – Microsoft Windows and Apple Mac, Chrome Book, - Sophos Antivirus, MS Office365 - Cloud – AWS (ElasticBeanstalk, ALB, ECS, CloudFormation, CloudHealth, Route 53) - Server services – Linux (Debian, AWS Linux), Windows Server and Hyper V - Networking services – Ubiquity switches, ubiquity wireless access points, Sophos UTM / SG - Directory services – Microsoft - SaaS – Atlassian, Workday, Salesforce - Storage services – DAS SATA – Samba and NFS access, Dell SAN, AWS (S3, EFS, EBS) - AV and Endpoint monitoring – Sophos, Tenable.io - MDM – iDaptive / Centrify, Google Printer Services – Fuji Xerox   Required Knowledge, Skills and Abilities - Independent, motivated self-starter who can establish a course of action for self and others while driving initiatives to completion. - Excellent communication skills including an ability to present information clearly and concisely in writing or verbally to a wide audience including clients and managers; effectively uses active listening skills. - Demonstrated ability to work effectively in an environment characterized by constant change, ambiguous data and a fast-paced, deadline-driven culture. - Able to establish productive, co-operative relationships and demonstrate effective use of conflict resolution skills. - Demonstrated time management and organizational skills with high level attention to details. - Takes personal responsibility for continuous learning. - Proven analytical skills including the ability to proactively identify problems, gather information and set course of action. - Solve issues on remote systems and work with remote staff - Demonstrates strong IT skills combined with a good head for business. - Demonstrated commitment, understanding of Appen core values and company vision.   Qualifications and Experience - 5+ years’ experience in Linux (certification highly desired). - 5+ years hands on AWS experience (certification highly desired). - 5+ years hands on experience with configuring switches and routers and common network service configurations (DHCP, DNS, NIS, NFS, SMB, etc.). - 5 + years hands on networking and routing (VPN’s, BGP, - 2+ years – firewall management, IDS, IPS. - 5+ years Hands on Experience with MS Directory Services. - Familiarity with SQL databases (pref. PostgreSQL). - Familiarity with common server applications (Apache, Tomcat, etc.). - Proficiency with Bash and Python scripting skills. - Relevant professional qualification and/or certification an advantage. - AWS Certification Associate Level (Operations Stream) - Experience with ITIL framework highly desirable. - Mac OS X, and Windows, Chrome Book administration for Desktop desirable. - Proficient verbal and written skills required to communicate in the English language effectively. If this resonates with you, or if you feel like you would excel in the role, apply now!   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  
ID
2020-4989
City
Cavite
Job Locations AU | AU-Remote
Posted Date 2 weeks ago(5/21/2020 11:25 PM)
  Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. Founded in 1996, Appen has customers and offices globally.   At Appen, we value performance, honesty, humility, and grit. We persevere and remain focused, whilst maintaining agility to achieve quality outcomes and exceed expectations. We’re truth tellers – respectfully of course. We take accountability for our actions, and believe in giving and receiving direct feedback. We give credit where credit is due, and show gratitude to others for their contributions. We seek diverse perspectives as we recognize the value in teamwork and collaboration. Through grit, we take ownership, and we don’t give up.         - Position Summary We are looking for a Transcription Supervisor to work on a casual basis in our Chatswood office. The Transcription Supervisor role is responsible for monitoring and driving key performance metrics for a group of independent remote contractors doing transcription work. The successful candidate will supervise a transcription project, working with a team of remote transcribers, monitoring their throughput and assisting with quality control. Responsibilities - Training: Translation, localization and adaptation of transcription guidelines and other project-specific training materials - Recruitment: Screening and recruiting new transcribers depending on project needs and/or to increase resource availability - Crowd management: Communication with transcribers and addressing all inquiries coming from them in a clear and concise manner. - Project management: Tracking and meeting project deliverables such as expected transcription throughput hours and minimum quality standards defined for the project on a regular basis. - Quality management: Being in close contact with quality checkers to ensure their work reflects the company and project standards   - Required Knowledge, Skills and Abilities - Degree from an accredited university - Experienced in managing and prioritizing large volumes of email correspondence - Excellent analytical skills including ability to proactively identify problems, gather information and set course of action - Must be a native speaker and able to read and write fluently in at least one of these languages: - Afrikaans - Azerbaijani - Estonian - Javanese - Sundanese - Catalan - Lao - Catalan - Amharic - Armenian - Belarusian - Georgian - Telugu  - Malayalam - Kannada - Excellent working knowledge of English - Efficiency and attention to detail - Good computer and typing skills - Have intermediate skills in Microsoft Office (including Excel) and Google sheets     - Preferred Skills - Project management skills/experience is preferred but not mandatory - Translation or similar work experience - Linguistics experience is preferred but not mandatory - Knowledge of the local popular culture for one of the languages cited.   If this resonates with you, or if you feel like you would excel in the role, apply now!   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.          
ID
2020-4988
Job Locations US-Remote
Posted Date 20 hours ago(6/1/2020 3:36 PM)
  Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. At Appen, we value performance, honesty, humility, and grit.   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.     Job Responsibilities:   As part of the System administration team the System Administrator will: - User administration– managing identities and access, resolve technology related issues - System maintenance –Dependable access and availability, troubleshoot and fix issues that compromise system performance or access. - Documentation – Maintain records of IT asset usage, End-user requests, business requirements, IT Issues and regulatory compliance. - System health monitoring– System health and identifying anomalous behavior including security-sensitive activities. - Backup and disaster recovery – Data backup and recovery processes, replacement of hardware (networking) - Application compatibility– Ensure that software systems and feature releases are compatible with the Appen IT Infrastructure - Service administration and configurations– ensuring configuration changes are documented and follow Appen Policies - Network administration – follow organizational polices and protocols in order to maintain network integrity - Security administration– Infrastructure and network security monitoring and analysis, IAM, software licensing, updates and patching - User training - conduct training programs to bring users up to pace with new software installations or IT system changes Technology environment - Desktop / productivity services – Microsoft Windows and Apple Mac, Chrome Book, Sophos Antivirus, MS Office365 - Cloud – AWS (ElasticBeanstalk, ALB, ECS, CloudFormation, CloudHealth, Route 53) - Server services – Linux (Debian, AWS Linux), Windows Server and Hyper V - Networking services – Ubiquity switches, ubiquity wireless access points, Sophos UTM / SG - Directory services – Microsoft - SaaS – Atlassian, Workday, Salesforce - Storage services – DAS SATA – Samba and NFS access, Dell SAN, AWS (S3, EFS, EBS) - AV and Endpoint monitoring – Sophos, Tenable.io - MDM – iDaptive / Centrify, Google   - Required Knowledge, Skills and Abilities - Independent, motivated self-starter who can establish a course of action for self and others while driving initiatives to completion. - Excellent communication skills including an ability to present information clearly and concisely in writing or verbally to a wide audience including clients and managers; effectively uses active listening skills. - Demonstrated ability to work effectively in an environment characterized by constant change, ambiguous data and a fast-paced, deadline-driven culture. - Able to establish productive, co-operative relationships and demonstrate effective use of conflict resolution skills. - Demonstrated time management and organizational skills with high level attention to details. - Takes personal responsibility for continuous learning. - Proven analytical skills including the ability to proactively identify problems, gather information and set course of action. - Solve issues on remote systems and work with remote staff - Demonstrates strong IT skills combined with a good head for business. - Demonstrated commitment, understanding of Appen core values and company vision.   Qualifications and Experience   The successful candidate will have - 5+ years’ experience in Linux (certification highly desired). - 5+ years hands on AWS experience (certification highly desired). - 5+ years hands on experience with configuring switches and routers and common network service configurations (DHCP, DNS, NIS, NFS, SMB, etc.). - 5 + years hands on networking and routing (VPN’s, BGP, - 2+ years – firewall management, IDS, IPS. - 5+ years Hands on Experience with MS Directory Services. - Familiarity with SQL databases (pref. PostgreSQL). - Familiarity with common server applications (Apache, Tomcat, etc.). - Proficiency with Bash and Python scripting skills. - Relevant professional qualification and/or certification an advantage. - AWS Certification Associate Level (Operations Stream) - Experience with ITIL framework highly desirable. - Mac OS X, and Windows, Chrome Book administration for Desktop desirable. - Proficient verbal and written skills required to communicate in the English language effectively.     If this resonates with you, or if you feel like you would excel in the role, apply now!   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.      
ID
2020-4987
City
Remote
Job Locations US-WA-Kirkland
Posted Date 2 weeks ago(5/21/2020 2:51 PM)
Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. Founded in 1996, Appen has customers and offices globally.   At Appen, we value performance, honesty, humility, and grit. We persevere and remain focused, whilst maintaining agility to achieve quality outcomes and exceed expectations. We’re truth tellers – respectfully of course. We take accountability for our actions, and believe in giving and receiving direct feedback. We give credit where credit is due, and show gratitude to others for their contributions. We seek diverse perspectives as we recognize the value in teamwork and collaboration. Through grit, we take ownership, and we don’t give up.   The Program Manager role is a leadership position with active involvement in team management, process creation & implementation, report & data management and strategic planning. Additionally, the Program Manager may be responsible for project and data analysis, meeting coordination and other manager training as assigned. The Program Manager will monitor and drive key performance metrics for a team of Managers supporting the Content Relevance operations. The Program Manager will work collaboratively, supporting a virtual environment, with Appen’s Content Relevance Director team to meet all stakeholder requirements.   Responsibilities (MUST BE COMMUTABLE TO KIRKLAND, WA ONCE WEEKLY) - Communicate in a timely, clear and concise manner to stakeholders including staff, directors, clients and leadership. - As assigned, help to establish service level expectations and direction. Ensure all service level expectations are clearly communicated, understood and executed. - Provide up-to-date information that helps Appen staff anticipate and solve problems. - Proactively provide on-the-spot positive and constructive feedback regarding both metrics-driven and behavioral issues, including communicating strengths and areas for improvement for all managers. - Practice active decision-making and delegation skills to improve program performance. Take responsibility for decisions and corrective action as needed, being considerate of all stakeholders and impacts of change. - Based on business needs, communicate directly with directors and/or clients, using proper escalation procedures for program-related questions as well as technical issues. - Conduct training for new staff on all end-to-end processes utilized in the Content Relevance operations - Assist in building and managing a proficient team of managers to drive team key performance metrics and meet or exceeds program targets. - Ensure team managers have the tools, skills knowledge and resources to complete assigned responsibilities. - Ensure regular meetings and training sessions for new and existing staff members are scheduled and appropriately facilitated. - Develop training programs for managers as needed. - Take fiscal responsibility for delivering expected results to clients and US-based directors. - Demonstrate thought leadership to help drive efficiencies and improve process and process flow. - Provide daily, weekly and monthly reports and analysis as required. -  Analyze and evaluate statistical reports to proactively identify and improve individual and roster results and improve client satisfaction. - Provide analysis and reporting as requested by the client and as needed for program and manager support. - Proactively develop and provide additional, unsolicited analysis not requested by the client to advance program performance. - Build, and execute day-to-day dynamic operational processes and adapt to changing client needs and expectations. - As needed or as required, help establish new and grow existing client relationships. - Develop and drive quality service improvements. - As needed, lead the onboarding process for new clients and new projects to include the development of client communications, establishing expectations, creating and running pilot projects, assist with writing proposal/bids, and other functions as needed. - Develop and lead initiatives for program improvements and chair committee work as assigned. - Participate in interviewing, hiring, training and mentoring of new program staff as needed. - Support program staff with process management, report management, data management and analysis and strategic planning. - Where necessary, complete additional tasks as assigned.   Qualifications and Experience - Flexible, independent, motivated self-starter who can establish a course of action for self and others and drive initiatives to completion. - Demonstrated ability to work effectively in an environment characterized by constant change, ambiguous data and a fast-paced, deadline-driven culture; able to respond quickly and proactively to new or changed initiatives. - Demonstrated ability to understand the big picture and use sound judgment to reach decisions while exhibiting sensitivity for all parties and issues. - Senior level experience creating productive, cooperative relationships and demonstrated effective conflict resolution skills. Displays a high level of professionalism in interactions with peers, subordinates, clients and managers.  Continually provides valuable input in an appropriate manner across the company. - Excellent communication skills including an ability to present information clearly and concisely in writing or verbally to a wide audience including clients, managers and senior leaders; effectively uses active listening skills. - Driven to focus on quality and drives team members and peers to deliver exceptional quality and service. - Exceptional time management and organizational skills with acute attention to detail. - Passionate about learning new skills and technologies. Takes personal responsibility for continuous learning demonstrates through documented learning opportunities. Works with and encourages others to learn and develop professionally. - Proven analytical skills including the ability to proactively identify problems, gather information and drive course of action for self and others. - Demonstrated understanding and appreciation for a global marketplace and workforce. - Innovative thinker who drives self and others in the development and implementation of new ideas; unafraid of taking risks to accomplish corporate level goals. - Embrace and drive others to demonstrate a commitment Appen core values and company vision. - Able to effectively coach and train peers and team members. - Experience managing client relationships with a demonstrated focus on delivering high level customer service and quality improvement. - Demonstrated ability to make difficult decisions by researching and carefully weighing all options. - Exhibit discretion, good judgment and mature behavior when dealing with sensitive materials and situations. - *Specialization in Data Collection is a must* - *Must be able to commute to Kirkland, WA once a week*   Required Knowledge, Skills and Abilities - Minimum 5 years of management experience in a metric -driven setting working in a production, operation, or call center environment - Minimum 2 years’ experience working as a Project Manager for Appen or in a similar field - Experience with Windows Operating systems and Office Suite of Products - Proficient in English and one other language as defined by client or program needs - BS or BA degree from an accredited University or equivalent work experience preferred - Position will require residence in the US and the ability to travel to onsite meetings as needed.  - *Specialization in Data Collection is a must* - *Must be able to commute to Kirkland, WA once a week*   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
ID
2020-4986
City
Kirkland
Job Locations US-CA-San Francisco
Posted Date 2 weeks ago(5/21/2020 6:52 PM)
  About Appen Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. Founded in 1996, Appen has customers and offices globally. At Appen, we value performance, honesty, humility, and grit. We persevere and remain focused, whilst maintaining agility to achieve quality outcomes and exceed expectations. We’re truth tellers – respectfully of course. We take accountability for our actions, and we believe in giving and receiving direct feedback. We give credit where credit is due, and we show gratitude to others for their contributions. We seek diverse perspectives as we recognize the value in teamwork and collaboration. Through grit, we take ownership, and we don’t give up.   As a Senior Technology Program Manager you’ll help manage the Technology organization’s portfolio of work, oversee cross-team projects and dependencies, and support multiple Scrum teams leverage Appen’s Agile practices and values to help the team deliver on its commitments in support of the company’s business imperatives.   Responsibilities - Collaborate with business owners, technical leads, and Product Managers to identify and proactively manage and communicate cross-team dependencies, risks, and escalations in order to drive rapid resolution and maintain strong cross-team alignment. - Orchestrate removal of impediments and help the Technology teams find the right resources to solve problems. - Champion Appen’s Agile frameworks and guide the Scrum teams on how to get the most out of self-organization while executing on Appen’s Agile best practices. - Drive accountability and facilitate discussion, decision-making, and management of resource contention and dependencies within and across Technology teams. - Assist with internal and cross-team and cross-organization communications, improving transparency, and radiating information to the right team members and stakeholders.   Required Knowledge, Skills and Abilities - Excellent communication and mentoring skills and a keen ability to keep track of a multitude of diverse action items, risks, and dependencies across multiple teams. - Strong process and project management skills with the ability to identify and apply solutions in rapidly changing business environments. - Ability as a servant-leader to develop strong collaborative relationships at all levels in the organization and across functional teams. - Identify areas for process improvement and help champion those efforts. - Knowledge of and experience with Agile techniques, like: User Stories, Sprint management and Scrum ceremonies, velocity and burn-up/burn-down analysis, retrospectives, and other performance analysis and reporting tools. - Experience using tools like Jira, Github, Gliffy/Visio (or other flow-charting tools) and familiarity with knowledge management and collaboration systems like Confluence and SharePoint. - Skilled at building a trusting and safe environment where problems can be raised without fear of blame, retribution, or being judged, with an emphasis on articulating and solving business problems.   Qualifications and Experience - 5+ years of experience as a Project Manager for cross-functional and/or software development teams. - 2+ years of experience as a Scrum Master for a software development team that applied Scrum principles and practices. - Bachelor of Science degree in Software Engineering, Electrical Engineering, or Computer Science. - Scrum Master, Product Owner, and/or PMP certification is a plus. - Experience working in AI product teams and/or BPO operations is a plus.   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status  
ID
2020-4985
City
San Francisco
Job Locations GB-Devon-Exeter
Posted Date 2 weeks ago(5/21/2020 6:35 AM)
Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. At Appen, we value performance, honesty, humility, and grit.   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.       - Position Summary - Location for this position must be in office at Exeter Due to the growth of our business, we are looking for enthusiastic, reliable and talented staff to join our friendly team in Exeter, where you will be required: - to accurately complete all forms of transcription, summarization and annotation from audio, video, text and other forms of data as well as produce copy typed statements of evidence. - to precisely and efficiently edit audio recordings by removing unsuitable sections in accordance with stringent guidelines, to provide audio files for the transcription phase. Within some projects you will be required to follow formatting specifications, ensuring correct layout and format of documents in order to comply with the project requirements. - to work on multiple projects with different specifications and requirements, this will require flexibility and adaptability. - Some of the data will have an emotional and significantly sensitive nature, and confidentiality is paramount at all times. - Working collaboratively with team members and colleagues you must be able to change priorities to accommodate urgent work and deliver the services efficiently, effectively and flexibly.   - Required Knowledge, Skills and Abilities - Excellent keyboard skills – minimum typing speed 65 wpm (touch typist – audio and copy typing skills essential). - Passionate about language. - Excellent use of punctuation and high levels of English language proficiency. - The ability to understand and interpret accents and dialects of a multi-cultural society. - High level of attention to detail. - Ability to work under pressure and to deadlines whilst efficiently managing a quality transcript output. - Have confidence in quickly learning new programs and systems. - Excellent hearing and listening skills. - Common sense and wide general knowledge and vocabulary. - Good character and have been awarded security clearance to the level of DBS or SC, the cost of which will be covered by the Company’s clients. - Flexible and adaptable with a can-do approach. - Communicate positively at all levels both internally and externally.   - Qualifications and Experience - Be a fast typist – minimum typing speed 60 wpm (touch typist – audio and copy typing skills essential) with high level attention to detail. - Have the ability to work under pressure and to deadlines whilst efficiently managing a quality transcript output. - Hold high levels of English language proficiency and the ability to understand and interpret accents and dialects of a multi-cultural society. - Have excellent hearing and listening skills with the ability to communicate positively and work collaboratively at all levels both internally and externally. - Be confident and flexible in the use of IT system - Ability to protect confidentiality and maintain discretion at all time. - Interpersonal Skills in alignment with our Company values: Performance; Honesty; Grit; Humility - Security clearance required prior to commencement.   - Application process - Upon completed registration, shortlisted candidates must take an English language test to be given by the recruitment team.     If this resonates with you, or if you feel like you would excel in the role, apply now!   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
ID
2020-4984
City
Exeter
Posted Date 2 weeks ago(5/18/2020 1:55 AM)
About Appen Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. At Appen, we value performance, honesty, humility, and grit.   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.     - Position Summary Associate Data Collection Specialist is responsible for configuring and troubleshooting Appen’s data collection systems, software and equipment, setting up data management workflows in coordination with Project Engineering and Project Delivery teams, and helping to troubleshoot system issues. Associate Data Collection Specialist can also have crowd management responsibilities on custom data collection projects. Associate data Collection Specialist works collaboratively with Solution Architect, Project Managers, Project Engineering and other Specialists to meet all project and client requirements.    - Responsibilities - Deliver to project objectives within project scope, timeline and budget  - Design user out-reach/onboarding/engagement strategies tailored for the needs of individual projects  - Taking ownership of successful creation, execution, monitoring and reporting on all types of user out-reach/onboarding/engagement strategies  - Create and analyse statistical reports to proactively identify and improve project results and efficiency  - Set up quality management processes and monitor their implementation  - Train project team members on workflows and processes set up for specific projects  - Be a proactive team member, contributing solutions and helping others as necessary  - Follow strict confidentiality protocol regulating the handling of project details and other sensitive information  - Communicate with all stakeholders in a timely, clear and concise manner  - Ensure that project team members and ICs have access to required tools, guidelines and other project resources to meet project requirements  - Solicit and use input and feedback from client, Appen managers and ICs to help drive efficiencies and improve quality plans  - Provide regular project status reporting and in-depth analysis when required   - Adapt to changing project needs and expectations   - Participate in program improvements, initiatives, and committee work as assigned    - Required Knowledge, Skills and Abilities - Advance knowledge of Microsoft Office - Excel, VBA, Word, and Outlook  - Proficiency in English, with excellent oral and written communication skills   - Experience with audio recording equipment and software desirable   - BS or BA degree from an accredited university or equivalent work experience preferred  - 1-2 year of project and/or quality management experience in a metric-driven setting working in a production, operation, or call center environment is desired  - Bi-lingual in a second language is a bonus    - Qualifications and Experience - Experience of stakeholder management in a commercial project-based environment  - Ability to thrive in metric-driven, fast-paced, high-growth environments  - Being able to work independently and proactively to resolve issues, take ownership of the tools, processes, reporting and relationships with vendors  - Strong analytical skills and the ability to interpret data, identify trends and analyse process effectiveness  - Demonstrated time management and organizational skills with attention to details  - Excellent analytical skills including ability to proactively identify problems, gather information and set course of action  - Agility and a service orientated approach  - Commitment to quality (being able to set up and follow quality management processes)  - Working experience with SQL, R Sudio, Python, PowerBI highly desirable.    If this resonates with you, or if you feel like you would excel in the role, apply now!   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  
ID
2020-4982
Job Locations US
Posted Date 3 weeks ago(5/14/2020 7:40 PM)
About Appen Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. At Appen, we value performance, honesty, humility, and grit.   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.     - Position Summary Figure Eight Federal LLC is looking for an experienced Project Manager (PM) with PMP certificate to assist the President of Figure Eight Federal (President) to organize critical functions within the Figure Eight Federal Division. New functions to be set up include HR, Finance, Reporting and Administrative. Many of the functions may be required to be amended/improved/streamlined and possibly monitored by the new PM to ensure success. The new PM will be required to work across all levels of the company to communicate and help leaders understand the new organizational structure, policy and process changes and transition plan and schedule.   - Responsibilities - Communicate in a timely, clear and concise manner to the President. - Communicate and help President understand the new organizational structure, policy and process changes and transition plan and schedule - Ensure key project goals (timeline, quality, budget) are clearly communicated, understood and executed. Help to establish those, where relevant. - Set up HR, Finance, Reporting and Administrative functions for the Figure Eight Federal business division - Demonstrate thought leadership to help drive efficiencies and improve process and process flow. - Support appropriately team to build and manage a team of annotator resources that meets or exceeds program targets. - Partner with staffing department to develop recruiting and advertising strategies as necessary. - Oversee preparation of guidelines, training manuals and project-related materials. - Communicate service level expectations and directions. - Provide regular reporting on project status, as well as more in-depth analysis as required - Drive quality service improvements - Manage risks and issues and undertake recovery actions as necessary     - Required Knowledge, Skills and Abilities - Communication, Problem Solving, Leadership Skills. - Performance, Grit, Honesty and Humility - Humility; excellent interpersonal skills and ability to develop collaborative relationships at all levels in the organization. Give credit where credit is due, and show gratitude to others for their contributions - Grit; we take ownership, and we don’t give up. We seek diverse perspectives as we recognize the value in teamwork and collaboration - Honesty; we take accountability for actions, and believe in giving and receiving direct feedback - Performance; persevere and remain focused, whilst maintaining agility to achieve quality outcomes and exceed expectations - Motivated self-starter who can establish a course of action for self and others and drive initiatives to completion. - Flexible, independent, self-motivated; able to deal calmly and professionally with ambiguous data while leading in an environment of constant change and a fast deadline driven culture. - Demonstrated ability to understand the big picture and use sound judgment to reach decisions while exhibiting sensitivity for all parties and issues. - Able to establish productive, cooperative relationships and demonstrate excellent conflict resolution skills. - Excellent communication skills including an ability to present information clearly and concisely.  Must also be an attentive and careful listener and respond appropriately to others.  - Driven to focus on quality and service delivery. - Demonstrated time management and organizational skills with attention to details. - Passionate about learning new skills and technologies. Takes personal responsibility for continuous learning. - Excellent analytical skills including ability to proactively identify problems, gather information and set course of action. - Demonstrated understanding and appreciation for a global marketplace and workforce. - Innovative thinker who drives the development and implementation of new ideas. A proactive “can-do” attitude. -   - Qualifications and Experience - Requires active PMP certification - Bachelor’s degree - Minimum 8 years in project management. - This position requires an active U.S. Security Clearance. (A U.S. Security Clearance that has been active in the past 24 months is considered active). - Experience in a project management in a technology-oriented or services organization is highly preferred   If this resonates with you, or if you feel like you would excel in the role, apply now!   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.    
ID
2020-4972
Job Locations US-CA-San Francisco | US-CA-Pleasanton | US-CA-Sunnyvale
Posted Date 20 hours ago(6/1/2020 3:37 PM)
About Appen   Artificial Intelligence (AI) is at the forefront of a gold rush in technology that hasn't been witnessed since the launch of the internet. As an industry, AI is predicted to continue being one of the fastest growing spaces for growth through 2025, and Appen is at the forefront of this growth."    Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. Founded in 1996, Appen has customers and offices globally.   At Appen, we value performance, honesty, humility, and grit. We persevere and remain focused, whilst maintaining agility to achieve quality outcomes and exceed expectations. We’re truth tellers – respectfully of course. We take accountability for our actions, and believe in giving and receiving direct feedback. We give credit where credit is due, and show gratitude to others for their contributions. We seek diverse perspectives as we recognize the value in teamwork and collaboration. Through grit, we take ownership, and we don’t give up.     We are looking for a Vice President of Customer Success and Professional Services   Position Summary   We are looking for an energetic, engaging, and experienced leader to provide additional strategic and operational leadership for our Customer Success and Professional Services teams in support of Appen’s Data Annotation Platform.   As the leader of our talented and fast-growing teams you will be responsible for engaging and championing key stakeholder relationships and driving customer adoption/utilization while achieving Appen’s customer value realization projects resulting in a healthy and sustainable Commercial, Enterprise and Global accounts growth. You will engage with key leaders and inspire teams to help customers adopt Appen’s Data Annotation Platform as both a product and service while helping to promote a new way to work within their own organizations.   You must be a hands-on leader who enjoys spending time with customers while also being able to think and act strategically.  One way to do this is by enhancing our methodical Value Realization Framework that has success criteria directly linked to the value that a customer derives from their investment.  And we do not guess, we use data, analysis, and insightful scorecards to drive successful results for our customers. You will work in a dynamic, high-growth environment across a variety of teams and talented team members to serve progressively larger and more complex customers as the business grows extensively.   At Appen, Professional Services are typically multi-phase, annual organization-wide engagements deployed by Professional Services Engineers to our highest-value customers and Global Account support. The scopes of work include deployments focused on large-scale adoption as well as an increasing focus on technical services, trainings, platform support and customized implementations.   Dedicated Customer Success Managers (CSMs) act as trusted advisors to our most important customers and work in close partnership with Account Executives and Professional Services to provide lifecycle management focused on adoption and utilization of Appen’s high-value customers.     Reporting to the Senior Vice President, the Vice President of Customer Success and Professional Services will be responsible for:   As Appen’s VP of Customer Success and Professional Services, based in the San Francisco Bay Area, you will report to the SVP of Client Services. Your direct reports will be responsible for all commercial and technical aspects of our platform accounts, and you will partner with Appen’s Sales Leaders co-create industry focused playbooks across our global customer base.   Your primary strategic objective will be to develop the right focus and balance of Customer Success and Professional Services for quick customer adoption and utilization of Appen’s Data Annotation Platform by building awesome relationships and drive lifetime value realization. You will drive a vision to make Appen’s Customer Success and Professional Service experiences a sustained competitive differentiator in the market and ensure Appen becomes the Data Annotation Platform of choice for some of the largest and most impactful companies in the world.   - Create and execute an operational methodology & customer management process which builds on our data driven Value Realization approach to Customer Success and Professional Services; continue to iterate and improve on this process in collaboration with Sales, Customer Success, Professional Services and other cross-functional teams. - Continuously improve Appen’s Dedicated Customer Success Management and Professional Services strategies and drives ARR and Committed Revenue growth. - Lead and own Customer Success and Professional Services’ P&L responsibility and deliver on ambitious annual growth targets. - Execute a strategy that balances paid, milestone driven engagements delivered by Professional Service Engineers with lifecycle management delivered by CSMs. - Enhance Appen’s Value Realization industry-based playbook of approaches to improve customer utilization, build stakeholder and champion relationships, and create mission-critical project portfolio. - Create successful conditions for customer’s growth and expansion through project delivery and high customer satisfaction NPS scores - Ensures customers understand & use the platform and its nuances with thorough Training and closely monitors all aspects of customer’s data utilization and adoption of the platform - Continue to refine value-based metrics and scorecards which allow for a fast and predictable snapshot of account health. - Scale the Customer Success & Professional Services teams through engagement, recruitment, training, and development. - Ability to lead a multi-disciplinary team, including individual contributors, first, and second-line management. - Partner with Sales, Marketing, Product Management and Client Services teams to define and implement the ideal customer journey for all accounts. - Partner with Sales and Client Services Teams to increase the number of customer Platform champions and increase the reference ability of customers. - Work with Sales, Marketing and Product Management to standardize common service delivery tools and infrastructure. - Model what it means to be a consultative presence with domain expertise in the field to the Sales and Customer Success teams by supporting customer meetings.   To be successful in this role, applicants should have   - Required Knowledge, Skills and Abilities - You are naturally customer focused and are keenly driven to satisfy their requirements and needs - You have a demonstrated understanding of SaaS business models, technology adoption/utilization, and customer satisfaction - You are comfortable being hands-on, detail-orientated and shifting between the tactical and strategic actions with effective executive and team communication skills and techniques - You are driven to serve the growth needs of the team by leveraging a career mentoring approach and advocating employee advancement opportunities. - Must be an inspirational communicator and motivator of the Customer Success and Professional Services Teams - An advocate for Appen’s customers internally and externally. You will be on stage. You need to inspire. - You have a thoughtful and strong philosophy about the role of Customer Success in SaaS companies. - You have built successful Professional Services teams and experienced every part of the full life cycle from scoping and quoting through delivery. - Expertise servicing large, complex enterprise customers across a variety of verticals with a SaaS subscription pricing model. The organizations you have led emphasize consultative, proactive support and delivering tangible, high-value customer outcomes. - General management capability; experience meeting the demands of a P&L and building a self-sustaining business. - Analytical by nature, you value data-driven decisions and transparency. - Intrinsically motivated by helping others succeed – team members and customers. - Highly entrepreneurial, not fazed by change or ambiguity. - Within SaaS Customer Success and Professional Services Models you have expert-level knowledge of leading and a proven track record in a high-growth environment of: - Leading in global, matrixed organization. - Designing and executing a strategy that balances paid, milestone engagements with lifecycle management through CSMs. - Driving (directly or indirectly through your team) strategic CS and PS engagements for $1M+ accounts. - Architecting and building project staffing structures for Professionals Services. - Working effectively with Partners to extend CS & Services coverage outside of core markets. - Managing a P&L that is under analysts’ scrutiny. - Input in designing, implementing, and improving new services capabilities, including go-to-market pricing, packaging, and enablement. - Being seen directly as a trusted advisor to executive champions in priority accounts. - Influencing Sales and Product teams as customer advocate - Working cross-functionally across Sales, Customer Success, Marketing, Product, Finance, and Legal. - Up to 25% estimated travel time for customer, internal and other business needs -  Qualifications and Experience - You have 15+ years of total account management experience in a SaaS or similar company. - You have 5+ years being a manager for a Customer Success team at a global SaaS company. - You have 5+ years in a leading and managing a Professional Services organization at a global SaaS company.   If this resonates with you, or if you feel like you would excel in the role, apply now!   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  
ID
2020-4970
City
San Francisco
Job Locations US
Posted Date 20 hours ago(6/1/2020 3:35 PM)
Preferred locations – East Coast and Midwest - United States   Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. Founded in 1996, Appen has customers and offices globally.   At Appen, we value performance, honesty, humility, and grit. We persevere and remain focused, whilst maintaining agility to achieve quality outcomes and exceed expectations. We’re truth tellers – respectfully of course. We take accountability for our actions, and believe in giving and receiving direct feedback. We give credit where credit is due, and show gratitude to others for their contributions. We seek diverse perspectives as we recognize the value in teamwork and collaboration. Through grit, we take ownership, and we don’t give up.   Position Summary - Contribute to the overall customer experience by establishing the strong working relationship with existing clients, implementing solutions selling and relationship management - Work closely with the Appen Delivery team to promote and drive Land & Expand efforts - Liaise with Business Unit Head and Operations team on the execution of projects - Liaise with other members of the global Business Development team - Recommend ways to work with other teams to drive new revenue  Responsibilities - Work with operations management and leadership to acquire new business in target line of business. - Develop deep understanding of company’s services and providing knowledge of operational and technical abilities to develop high quality solution proposals - Identify new opportunities and accounts, create and propose custom client solutions, and close net new business - Directly accountable for driving year-over-year revenue growth by developing and executing on a tactical business development plan - Develop and implement winning strategies for proposals and presentations - Monitor and report on emergent industry trends and competitive landscape - Administer client relationship management tool – Salesforce or other as assigned - Attend relevant conferences or trade shows - Travel as required  Required Knowledge, Skills and Abilities - A demonstrated track record of identifying and closing net new business with year-over-year growth in revenue in value-added technology solutions - Experience selling to large enterprise accounts as well as account management experience with Fortune 500 clients - Experience working in professional technical services selling complex custom solutions - Demonstrated negotiation skills and proven ability to achieve win/win outcomes - Must be a motivated self-starter that can establish a course of action  - Demonstrated time management, organizational skills, detail oriented and a strong commitment to personal and organizational accountability - Demonstrated experience creating productive, cooperative relationships and conflict resolution skills - Excellent communication skills including an ability to present information clearly and concisely in writing or verbally.  - Ability to drive customer service excellence and proficient in managing client relationships   Qualifications and Experience - A bachelor’s degree required/master’s degree preferred - 7-10 years minimum experience working in sales, business development, or related field    We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  
ID
2020-4969