Original listing text, shown exactly as published by the company.
Key Responsibilities
- Serve as the primary point of contact for key client accounts, building and maintaining strong relationships with clients.
- Successfully handle onboarding of multiple clients simultaneously
- Understand clients' business objectives
- Understand clients' technical requirements which may require leading technical discovery sessions to ensure that our AI-powered customer support solutions are configured appropriately to meet their needs
- Collaborate with internal teams, including sales, product, engineering, and customer support, to address client needs and resolve technical issues.
- Develop and maintain a deep understanding of our AI-powered customer support solutions, and effectively communicate technical information to clients.
- Identify opportunities for upselling and cross-selling our solutions to existing clients.
-Track and report on key account metrics, such as customer satisfaction and product usage, and use this information to drive improvements in our solutions.
Requirements
- Bachelor's degree in Computer Science, Information Systems related field OR equivalent experience
- 3+ years of experience in a hands on technical role; 1-2+ years of experience delivering successful customer implementations
- Strong technical background with knowledge of SaaS platforms, APIs, and cloud services.
- Excellent project management skills with the ability to juggle multiple projects simultaneously.
- Ability to translate complex concepts into actionable items to non-technical stakeholders
- Strong communication skills in English (both written and verbal).
- Entrepreneurial & Problem-Solving Attitude - Self-motivated, adaptable, and resourceful in tackling implementation challenges
- Comfortable working in US hours
Optional Requirements
- Experience interacting with APIs and using cloud services
- Experience with integrating with CRMs such as Salesforce
- Familiarity with intent-based and generative artificial intelligence
- Experience with Telephony Systems such as AWS Connect, Five9 and Genesys.
