客户成功主管
Customer Success Executive
我们寻找一位充满热情且积极主动的人员加入客户成功团队。一位理解交付卓越客户满意度重要性，并被技术和人工智能潜力所驱动的人。这个职位适合那些擅长与客户建立长期关系，并享受利用数据和人工智能工具帮助客户在我们的平台上实现成功的人员。
作为客户成功执行官，您将在帮助客户实现其目标方面发挥关键作用，推动产品采用并防止客户流失。您将是客户的首要联系人，提供持续支持和主动解决方案，帮助他们利用Darwin AI增长业务。
在此职位中，您将：
- 管理与分配客户的持续关系，作为其支持、更新和AI解决方案优化的主要联系人。
- 进行月度业务评审（MBRs），分析客户满意度，讨论AI表现，并识别改进机会。
- 主动跟进客户，发现新的使用场景，传达产品更新，并确保他们充分利用我们的AI解决方案。
- 积极监控客户账户，检测流失风险，并与内部团队合作制定提升参与度和留存率的策略。
- 举办采用研讨会和培训课程，提高客户熟练度并鼓励更深入地整合我们的工具。
- 分析客户反馈和使用数据，识别趋势、洞察和改进领域。
- 与客户支持、产品和工程团队紧密合作，升级和解决技术问题，并提供有助于产品改进的反馈。
- 使用Planhat和其他CRM工具准确记录客户互动和进展。
要求
- 在客户成功、客户管理或客户体验相关岗位上有实际经验，最好是在SaaS或人工智能驱动的环境中。
- 能够分析数据并将其应用于客户成功策略。
- 有使用客户关系管理工具如Planhat的经验，或其他类似工具。
- 了解人工智能实施并有技术故障排除经验者优先。
- 具备良好的沟通能力，能够向非技术人员清晰解释复杂概念。
- 具有主动性和以客户为中心的思维，对客户成功有强烈的驱动力。
查看英文原文
We are looking for a passionate and proactive individual to join our Customer Success team. A person who understands the importance of delivering exceptional client satisfaction and is driven by the potential of technology and AI. This role is perfect for someone who thrives in building long-term relationships with customers and enjoys leveraging data and AI tools to help clients maximize their success with our platform.
As a Customer Success Executive, You will play a critical role in helping our clients achieve their desired outcomes by driving adoption and preventing churn. You will be the key contact for our customers, providing ongoing support and proactive solutions to help them grow their business using Darwin AI.
In this role, you will:
- Manage the ongoing relationship with assigned customers, serving as their primary point of contact for support, updates, and optimization of their AI solutions.
- Conduct Monthly Business Reviews (MBRs) to analyze customer satisfaction, discuss AI performance, and identify opportunities for improvement.
- Proactively follow up with clients to identify new use cases, communicate product updates, and ensure they are maximizing the value of our AI solutions.
- Actively monitor client accounts to detect signs of churn risk and collaborate with internal teams to develop strategies to improve engagement and retention.
- Conduct adoption workshops and training sessions to increase customer proficiency and encourage deeper integration of our tools.
- Analyze customer feedback and usage data to identify trends, insights, and areas of improvement.
- Work closely with Customer Support, Product and Engineering teams to escalate and resolve technical issues, and provide feedback that contributes to product improvements.
- Maintain accurate records of customer interactions and progress using Planhat and other CRM tools.
Requirements
- Proven experience in Customer Success, Account Management, or Customer Experience roles, preferably within SaaS or AI-driven environments.
- Ability to analyze data and apply insights to customer success strategies..
- Experience with customer relationship management tools such as Planhat, or similar.
- Knowledge of AI implementation and experience with technical troubleshooting is a plus.
- Strong communication skills, with the ability to to explain complex concepts clearly to non-technical stakeholders.
- Proactive and customer-centric mindset with a strong drive for client success.
- Team-oriented, adaptable, and comfortable working in fast-paced, evolving environments..
- A passion for technology, innovation, and artificial intelligence, with a drive to continuously learn and grow.
Benefits
● Language Classes: Access to language classes (English, Portuguese, Spanish) to enhance communication skills.
● OpenAI Premium License: Complimentary access to an OpenAI premium license for personal or professional use.
● Paid Time Off: Enjoy 25 days/year of paid vacations and holidays to recharge and maintain a healthy work-life balance.
Originally posted on Himalayas