Avatar for Posh Technologies

MIT Conversational AI Spinout | www.posh.tech

Technical Customer Success Manager

$75k – $110k • 0.1% – 0.25%
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Want to be the first hire on a new team that straddles both the business and product side of one of the fastest growing, most innovative Conversational AI companies? The Technical CSM role is a new position that requires both technical and business acumen to ensure the short and long term success of Posh’s customers. In this role, you’ll be the primary point of contact between our credit union and banking customers and our Solutions Engineering team. In addition to relationship building and project managing, you’ll get the chance to deploy cutting edge technologies in a publicly facing environment.

Responsibilities for Technical CSM

  • Efficiently deploy Posh’s bots with new customers and get customers properly set up
  • Streamline and accelerate Posh’s entire deployment process
  • Ensure customers know how to use Posh’s Content Management System to create and edit the content of Posh’s bots
  • Form relationships with and proactively communicate with multiple third parties (e.g. API providers, banking core providers) to ensure fast and easy integrations before and during customer deployments
  • Ensure customers understand the intricacies of Posh’s technology, including best practices on how to derive maximum benefit from Posh as well as an understanding of Posh’s limitation
  • Periodically survey customers to establish metrics on customer satisfaction (e.g. Net Promoter Score)
  • Leverage customer reviews and feature requests to consistently influence and improve Posh’s product direction and growth

Desired Qualifications for Technical CSM

  • 3-5 years of experience working in an external, customer-facing role (Project Management; Customer Success; Customer Service; Technical Account Management etc.) preferred
  • Technical background (e.g. some coding experience, IT background)
  • Exceptional communication skills with the ability to both distill complex technical instructions into simple directions
  • Demonstrated ability to manage multiple external stakeholders and work cross-functionally within an organization
  • High level of organizational skills & accountability
  • Experience working with Credit Unions & Community Banks
  • Excited by the opportunity to learn and apply new technical skills
  • Familiarity working in an agile environment is a plus
  • Familiarity writing code in Python is a plus
  • Familiarity with HTML/CSS is a plus

Please note: this role will be based in our Boston, MA office but might be remote to start pending the pandemic.

Posh Technologies at a glance

MIT Conversational AI Spinout | www.posh.tech

Posh Technologies focuses on Machine Learning, Messaging, Health Care Information Technology, Artificial Intelligence, and Natural Language Processing. Their company has offices in Boston. They have a small team that's between 11-50 employees.

You can view their website at http://www.posh.tech or find them on LinkedIn.

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