技术客户成功经理 — AI代理
Technical Customer Success Manager — AI Agents
职位描述
AI代理技术客户成功经理是一个面向客户的岗位，专注于确保我们B2B SaaS客户的成功。在这一职位中，您将负责售后流程，与客户紧密合作，配置我们的软件，解决任何问题，并实施AI代理和工作流。此职位不以工程为主；而是需要具备技术背景，以理解并管理集成，并判断何时需要工程支持。
您将在一个快节奏的环境中茁壮成长，快速响应客户需求至关重要。您的主动态度和技术好奇心将使您能够与客户建立牢固的关系，确保他们通过我们的解决方案实现预期成果。理想的候选人应深入了解客户成功原则，并对技术充满热情。
职责
- 管理B2B SaaS客户的售后流程，确保顺利实施和持续支持。
- 根据客户需求配置软件解决方案，确保AI代理和工作流的最佳设置。
- 解决技术问题，及时解决客户的问题和挑战。
- 与客户合作，开发满足其业务需求的有效AI提示和集成。
- 对客户问题和待办事项保持责任，提供更新并跟进解决。
- 判断是否需要工程支持，并与集成工程团队有效沟通。
- 与客户建立牢固的关系，增强他们对我们解决方案和支持服务的信心。
- 记录客户互动和解决方案，以促进团队内部的知识共享。
- 为客户提供培训和指导，帮助他们有效使用我们的软件。
- 在美国商业时间内工作，以确保客户支持的可用性。
要求
- 在客户成功管理岗位上有实际经验，特别是在B2B SaaS环境。
- 具备技术能力，能够配置软件、解决问题、理解集成和AI工作流。
- 强大的解决问题能力，能够在快节奏的环境中有效工作。
- 出色的沟通能力，包括书面和口头表达，能够向非技术人员传达技术概念。
- 展现出责任感，以主动的态度对待客户问题。
查看英文原文
About the Role
The Technical Customer Success Manager for AI Agents is a vital client-facing role focused on ensuring the success of our B2B SaaS customers. In this position, you will take ownership of post-sales processes, working closely with clients to configure our software, troubleshoot any issues, and implement AI agents and workflows. This role is not engineering-focused; rather, it requires a technical background to understand and manage integrations and determine when engineering support is necessary.
You will thrive in a fast-paced environment where quick responses to customer needs are essential. Your proactive approach and technical curiosity will empower you to build strong relationships with our clients, ensuring they achieve their desired outcomes with our solutions. The ideal candidate will possess a deep understanding of customer success principles and a passion for technology.
Responsibilities
- Manage post-sales processes for B2B SaaS customers, ensuring successful implementation and ongoing support.
- Configure software solutions based on customer requirements, ensuring optimal setup for AI agents and workflows.
- Troubleshoot technical issues and provide timely resolutions to customer inquiries and challenges.
- Collaborate with clients to develop effective AI prompts and integrations that meet their business needs.
- Maintain ownership of customer issues and open items, providing updates and follow-through on resolutions.
- Identify when engineering support is necessary and communicate effectively with the integration engineering team.
- Foster strong relationships with customers to build confidence in our solutions and support offerings.
- Document customer interactions and solutions to enhance knowledge sharing within the team.
- Provide training and guidance to customers on using our software effectively.
- Work within US business hours to ensure availability for customer support.
Requirements
- Proven experience in a customer success management role, particularly within a B2B SaaS environment.
- Technical aptitude to configure software, troubleshoot issues, and understand integrations and AI workflows.
- Strong problem-solving skills and ability to work effectively under pressure in a fast-paced environment.
- Exceptional communication skills, both written and verbal, with the ability to convey technical concepts to non-technical stakeholders.
- Demonstrated ownership mentality, with a proactive approach to customer service and issue resolution.
- Comfort with technical tools and platforms related to AI agents and integrations.
- Ability to work collaboratively with cross-functional teams, including engineering when necessary.
- Strong organizational skills and attention to detail to manage multiple customer accounts and issues simultaneously.
Nice to Have
- Experience with AI technologies and their application in customer service or operations.
- Familiarity with API integrations and software development processes.
- Previous experience in a technical support or implementation role.
- Knowledge of customer success metrics and best practices.
- Experience using customer relationship management (CRM) tools and customer success software.
Benefits
- Opportunity to work in a rapidly growing company at the forefront of AI technology.
- Collaborative and innovative work environment that encourages professional growth.
- Access to ongoing training and development to enhance your skills and knowledge.
- Remote work opportunities that allow for a flexible work environment.
- Comprehensive benefits package including health, dental, and retirement plans.
- Supportive team culture that values ownership, speed, and proactive engagement.
We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all walks of life and strive to create equal opportunities for everyone. Thank you for considering a career with us!
Originally posted on Himalayas