Personified

Artificial Intelligence

• Partner with the CTO and leadership team to define Personified's AI strategy: where we invest, what we offer clients, and how we build internal capability over time
• Identify, evaluate, and pilot AI tools and platforms that improve how Personified delivers service — across ticketing, triage, documentation, client communication, and operations
• Build and own the internal AI infrastructure that supports Personified's team: tooling, workflows, integrations, and governance around how AI is used day-to-day
• Develop and lead Personified's external AI offerings — working with the sales and partnerships teams to shape what we bring to clients and how we position it
• Stay current on the AI and MSP landscape; bring informed, opinionated recommendations on where the market is going and where Personified should be ahead of it
• Establish standards and guardrails for responsible AI use internally and in client-facing contexts based on industry standard frameworks
• Design, develop, and deliver internal training programs on AI tools, platforms, and workflows as the offerings and landscape evolve
• Build and lead external, client-facing AI training programs — helping clients understand, adopt, and get value from AI in their own organizations
• Create training content and curricula that scale: recorded sessions, written guides, structured onboarding, and repeatable delivery formats
• Write documentation that a successor or new team member could pick up and use without your help
• Partner with Client Support, IT Operations, and Engineering leads to ensure training reflects how the team actually works and what clients actually need
• Track training outcomes and iterate — measure what's landing and adjust accordingly
• Serve as Personified's internal subject matter expert on AI adoption, helping staff build confidence and capability over time

Director of AI

Operations

• Manage the full client renewal lifecycle: track key dates, coordinate outreach, draft renewal SOWs, and drive documents through to client signature.
• Maintain structured notes, follow-up reminders, and process documentation to keep client-facing teams aligned and prepared.
• Support time tracking validation and reporting to ensure accuracy for client billing and internal analysis.
• Maintain Google Sheets to support forecasting, renewals, monthly invoicing, and operational insights.
• Identify and document process improvements within Client Operations, making workflows more repeatable and scalable.
• Generate accurate hardware and software quotes using distributor portals and vendor partner programs.
• Process purchase orders and coordinate with vendors to ensure timely delivery; proactively update clients and internal stakeholders on order status.
• Manage client software license renewals across platforms including Google, Microsoft, and Meraki.
• Maintain detailed records of quotes, orders, and vendor agreements in Halo PSA and Google Drive.
• Resolve order discrepancies and procurement inquiries efficiently and professionally.
• Support ongoing configuration, maintenance, and day-to-day upkeep of Halo PSA.

Operations Analyst

Project Manager

• Direct the development and coordination of internal and external projects with the support of the Technical Programs Team.
• Support and manage coordination between internal team and external clients to ensure capacity is dedicated to critical projects, priorities are aligned, and all project timelines and deliverables are met.
• Maintain meticulous records of projects, properties, and needs across clients and programs — including issues, risks, decisions, and schedules.
• Ensure clients’ IT and security needs are met as their organizations evolve.
• Engage directly with clients to ensure they achieve compliance with digital security and that their IT needs are met.
• Develop and maintain strong, effective working relationships with clients.
• Assist with new client onboarding and ensure Personified delivers on major projects identified at the start of the client engagement.
• Facilitate client check-ins, quarterly review calls, and draft written communications.
• Identify patterns within client tickets and calls and propose responses/solutions.
• Ensure clients receive services within their scope of work.
• Support the Technical Programs team with client administrative tasks, as needed, including creating documents, updating templates, client communications and organizing data.
• Collaborate with theSupport Strategy, Policy & Trainings teamIT Systems & Knowledge Manager to create and updatewith internal documentation and file organization.
• Bring excitement and enthusiasm to other responsibilities, duties, and projects where your support and engagement is required.

Technical Programs Project Manager

Director

• Lead, mentor, and develop a high-performing client service delivery team
• Conduct regular project status reviews and provide strategic guidance
• Develop and maintain strategic customer accounts through active management
• Create and execute comprehensive strategic account plans
• Define and implement best practices for project management

Director of AI

Operations Analyst

Technical Programs Project Manager

Director of Technical Programs