Customer Success Manager- AI Technology
Company: cesna
Location: Santa Clara
Posted on: October 8, 2024
Job Description:
PositionCustomer Success Manager- AI TechnologyAbout Our
ClientFounded in July 2023, it stands at the forefront of the AI
industry. Headquartered in Santa Clara, California, with additional
operations in Pangyo, South Korea, we are committed to developing
advanced AI technologies. Our flagship project involves a Personal
AI Assistant (PAA) designed to enhance daily productivity and
simplify the user experience, establishing it as a central hub for
efficiency and innovation.SummaryThe ideal Customer Success Manager
will be a customer-centric individual with great product sense, an
excellent communicator. This role will oversee the entire customer
journey, ensuring that the whole process is seamless, from
onboarding to retention. They will collect and act on user
feedback, enhancing customer satisfaction. A deep understanding of
our company's products and services is also required, providing
expert advice and solutions to customers to enhance their
experience is a key component of the Customer Success Manager.Job
Description
- Guide new customers through the implementation process of our
products, ensuring a smooth and positive start.
- Provide comprehensive training and resources to help customers
understand and utilize the product to the best of its ability.
- Proactively coach and educate customers to improve adoption of
GAP's products and services.
- Serve as the main point of contact for customer inquiries and
concerns, ensuring prompt and effective communication.
- Promptly and effectively address and resolve customer issues to
ensure a positive experience.
- Escalate complex problems to the appropriate teams, while
retaining responsibility for the customer's issue until it is fully
resolved.
- Work closely with the research, marketing and product
development teams to ensure a cohesive customer experience.
- Manage outsourced teams in both India and the Philippines,
ensuring that projects are delivered with quality, and on
time.
- Be responsible for the CSM curriculum, adapting, changing and
pinpointing areas of improvement to provide tangible results to
meet KPIs set forth by the company.
- Brainstorm, implement and own initiatives aimed at improving
customer satisfaction and loyalty.Qualifications
- Minimum of 7 years of proven experience in a customer-facing
role, such as customer success, account management, sales, or
customer support, preferably at a SaaS B2C company.
- Exceptional verbal and written communication skills.
- Ability to work well with cross-functional teams, including
research, marketing, product development, and support.
- Strong analytical and organizational skills.
- Enjoyment in working in a dynamic environment, thriving in
dealing with new challenges on a daily basis.
- Dedication to keeping abreast of industry trends and
consistently enhancing skills and knowledge.
- Bilingual in Korean and English.Preferred Qualifications
- Bachelor's degree in Business, Marketing, Communication, or a
related field.
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Keywords: cesna, Fremont , Customer Success Manager- AI Technology, Executive , Santa Clara, California
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