Director, Customer Transformation

About Arkero

Arkero is an AI-driven company developing intelligent automation solutions tailored for professional sports organizations, ticketing platforms, and live entertainment enterprises. Our mission is to empower passionate professionals in these industries with tools that enhance their expertise rather than hinder it. Our AI technology automates repetitive workflows, enabling teams to concentrate on strategy, creativity, and impactful decision-making within one of the most data-rich sectors globally.

Role Overview

The Director, Customer Transformation, will ensure that Arkero’s solutions are not merely purchased but fully adopted and integrated within client organizations. This role encompasses ownership of AI implementation for sports and live entertainment clients, including managing deployments, leading change management initiatives, enabling teams, and translating frontline insights into continuous product improvements. Reporting directly to the CEO, this position is a senior individual contributor opportunity with potential to expand into team leadership as the client base grows.

Key Responsibilities

• Develop and manage comprehensive rollout and adoption strategies for both new and existing clients, defining clear success metrics and eliminating barriers to ensure Arkero becomes integral to daily workflows.
• Manage technical and logistical aspects of product launch, including system integrations, and securing necessary access credentials such as email, Slack, and API tokens for platforms like Ticketmaster.
• Drive change management efforts company-wide, engaging all organizational levels from executives to frontline staff through workshops and cultivating internal champion networks.
• Produce adoption-supporting materials such as rollout guides, launch plans, internal communications, training resources, instructional videos, FAQs, and playbooks to embed usage.
• Develop reusable enablement content and coach customer teams on effective deployment of Arkero’s platform.
• Serve as the customer advocate within Arkero by collecting feedback, analyzing trends across accounts, and converting insights into actionable product roadmap recommendations.

Required Qualifications

• Proven experience in customer implementation, success management, consulting, solutions consulting, product operations, enablement, or enterprise software deployment.
• Demonstrated success driving product adoption and organizational change—from contract signing through to ingrained daily usage.
• Ability to engage credibly across executive leadership and frontline teams, balancing strategic oversight with hands-on execution.
• Self-starter who can create operational playbooks from scratch in ambiguous environments.
• Deep customer focus, learning actual workflows prior to recommending changes.
• Outstanding written and visual communication capabilities to deliver polished guides, presentations, videos, and training documents.
• Willingness to travel as required for onsite customer engagements.

Preferred Qualifications

• Experience implementing AI or automation solutions with an understanding of factors driving team trust and adoption.
• Fluent use of AI tools like Claude for rapid, high-quality creation of enablement materials—presentations, documentation, and videos.
• Background or experience within sports, ticketing, live entertainment, or fan engagement industries.
• Experience as an early team member or founder of a customer-facing division with the capacity to scale it into a growing team.

Compensation and Benefits

• Annual salary ranging between $160,000 and $196,000, with flexibility.
• Equity ownership opportunity.
• Comprehensive benefits including health, dental, vision insurance, and 401(k) plan.