Technical Customer Success Manager
About the role
Technical Customer Success Manager at Netomi, a self-driving customer care AI platform, focusing on onboarding, ongoing support, relationship management, product education, performance monitoring, and cross-functional collaboration to ensure successful adoption of AI virtual agents for enterprise customers.
Responsibilities
- Client Onboarding & Implementation: Product Familiarization; Customization & Configuration; Deployment Support; Technical Guidance
- Ongoing Customer Support & Troubleshooting: Issue Resolution; Escalation Management; Proactive Health Checks and System Monitoring
- Client Relationship Management: Point of Contact; Client Advocacy; Customer Retention
- Product Training, Education, and Knowledge: Training Sessions; Knowledge Transfer; Continuous Learning; Competitive Awareness
- Performance Monitoring & Reporting: Analyze AI Effectiveness; Report Generation; Optimization
- Collaboration with Internal Global Teams: Product Feedback; Feature Requests; Cross-functional Communication; Global Collaboration
- Strategic Planning & Account Growth: Client Strategy Alignment; Upselling & Cross-selling; Quarterly Business Reviews (QBRs)
- Documentation, Best Practices, and Change Management: Create Documentation; SOPs; Maintain records; Feature Rollouts; Client Change Requests
Qualifications
- More than 6+ years of experience in a Technical Customer Success or Technical Account Management role within a B2B, SaaS environment
- Self-assured, self-starter with proven ability to work in a fast-moving startup culture and a willingness to make quick judgments based on continuous prioritization and evolving customer needs
- Relevant consulting and project management experience is required, preferably in the SaaS environment
- Good sense of curiosity with a genuine desire to learn, think with agility, and apply learnings in new situations
- Stellar written and verbal communication tailored to the persona
- Proven track record in building strong relationships with VP and C-Suite management in the customer portfolio
- Strong sense of technical knowledge, working knowledge of APIs, and managing integrations
- Familiarity with CRM software and support platforms (e.g. Zendesk, Salesforce, FreshDesk)
- Must be willing and able to travel up to 20-30% of the time in response to customer needs, with all necessary travel documents maintained and current
- Prior work experience with Chat, Email, Voice AI solutions or Agent Desk solutions is preferred but not required
Skills
About Netomi
Self-Driving Customer Care
Welcome to Netomi AI, where we are revolutionizing the world of customer experiences through cutting-edge artificial intelligence. Our mission is clear: to create AI that not only solves mission-critical problems for the world's largest brands but also fosters genuine customer love. Backed by industry titans like Y-Combinator, Index Ventures, Jeffrey Katzenberg, and Greg Brockman, Netomi AI is at the forefront of defining the future of AI-driven customer engagement. At Netomi, we embody our core values in everything we do: Passion: We love what we do, genuinely. We persevere, creatively problem solve, and grow from adversity. Customer Focus: We obsess over creating a positive impact and deliver experiences that meet or exceed the needs of our customers, and their customers. One Team: We believe in working collaboratively as One Team to meet shared objectives and goals. Joining Netomi AI means being part of a dynamic, fast-growing team that values innovation, creativity, and hard work. As a key player in the Generative AI revolution, you'll have the opportunity to significantly impact our success while developing your skills and career in the ever-evolving field of AI. Netomi AI is not just a workplace; it's a community of visionaries shaping the future of customer engagement. If you're ready to be part of something extraordinary, where your passion aligns with our values and vision, we invite you to explore opportunities with us. Your journey to redefine customer experiences with brand-safe AI starts here. Mission To empower the highest quality customer experiences with brand-safe AI. Vision Building Brand and Customer Love
More open roles at Netomi
- UX Researcher2mo agoHybrid (US)