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, Santa Cruz , Customer Success Manager- AI Technology, Executive , Santa Clara, California