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Voice AI Platform for Call Centers

Senior Customer Success Manager

$110k – $150k estimated
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Responsibilities :

• Work with Observe.AI’s most valuable customers to understand their needs and help them succeed
• Assist in on-boarding and ongoing support while nurturing long-term partnerships
• Align with C-level execs to help achieve strategic business goals and objectives and help develop Roadmaps and presentations for EBRs
• Ensure that our customers get the most out of their investment in Observe.AI
• Develop case studies outlining KPIs and metrics related to Observe.AI’s ROI
• Understand why customers use Observe.AI and how they can derive more value from the product
• Find opportunities for customers to increase their usage of Observe.AI and work with sales team to drive new opportunities
• Discover and analyze gaps in the customer experience that may lead to customer attrition. Work cross-functionally with others to address such gaps
• Provide feedback to the product team concerning customers’ requests for product enhancements

Requirements:

• 3+ years of experience in Customer Success or similar role in a SaaS business
• Experience working with Fortune 500 companies
• Proven ability to understand progressive technology such as AI, ML and/or NLP
• A true consulting approach and ability to communicate technical concepts to people of all backgrounds
• Demonstrated experience in building compelling business cases backed by data to introduce new processes
• Engaging personality, polished verbal and written communication skills and meticulous attention to detail
• Exceptional ability to develop relationships and communicate to C-level
• Experience in mitigating churn, driving renewals and other revenue producingprograms
• Experience in interpreting data analytics and deriving insights that drive customer value
• Highly organized self-starter who runs towards opportunities
• Ability to work cross-functionally in a fast-paced startup environment
• Strong business acumen
• MBA is appreciated

Location -
San Francisco HQ
300 Brannan Street, CA 94107

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