客户成功经理 — AI 代理
Customer Success Manager — AI Agents
职位描述
在Central，我们正在革新企业与客户互动的方式。我们的AI技术取代了前台，为诊所、牙科诊所、汽车修理店和其他小型企业接听电话，处理诸如预约安排、记录检索和在必要时将电话转接给人类代表等任务。
作为实施与客户成功经理，你是确保客户从签订合同到首次电话被接听的顺利过渡的关键人物。你将负责每个活跃账户，提供支持以确保AI持续运行并有效满足客户的需求。
这个职位不是管理工单；你将直接参与产品配置、问题排查，并与客户直接沟通以确保满意度。
职责
- 通过设置呼叫转移并构建客户的呼叫流程，将新客户上线，并进行端到端测试。
- 配置产品功能，包括流程构建器、提示构建器、转接设置和通知规则。
- 管理与athenahealth、Brightree和Availity等系统的集成，确保所有API密钥和凭证正确设置。
- 每天与客户通话，用于入职培训、检查、升级处理和主动干预。
- 将问题分类并报告给工程团队，验证修复结果并及时告知客户。
- 早期识别流失风险并采取行动保护收入，包括处理逾期发票。
- 记录重复性解决方案，以简化未来流程并为客户实现自助服务。
- 与客户保持定期沟通，确保满意度并及时解决任何问题。
要求
- 在B2B软件环境中，有3年以上实施、入职、技术客户管理或客户成功经验。
- 有使用工作流或自动化构建器为客户配置软件的实操经验。
- 每天通过电话与客户互动，不限于电子邮件支持。
- 有电信系统（如VoIP、Twilio）或医疗系统（EHR、PMS）的实际操作经验。
- 能够在美东时间上午9点至下午5点工作，无论你身处何地。
- 具备良好的英文书面能力，足以独立处理客户邮件而无需审核。
加分项
- 在医疗行业的前台、诊所管理或营收周期管理方面有经验。
- 曾在初创公司工作过。
查看英文原文
About the Role
At Central, we are revolutionizing the way businesses interact with their customers. Our AI technology replaces the front desk by answering calls for clinics, dental practices, auto shops, and other small businesses, handling tasks such as booking appointments, retrieving records, and transferring calls to human representatives when necessary.
As the Implementation & Customer Success Manager, you are the key player in ensuring our clients experience a smooth transition from signing the contract to the first answered call. You will take ownership of every live account, providing support to ensure the AI remains operational and effectively meets the customers' needs.
This role is not about managing tickets; you will be hands-on with configuring the product, troubleshooting issues, and directly engaging with customers to ensure satisfaction.
Responsibilities
- Take new customers live by setting up call forwarding and building their call flow while testing it end-to-end.
- Configure product features including flow builder, prompt builder, transfer settings, and notification rules.
- Manage integrations with systems like athenahealth, Brightree, and Availity, ensuring all API keys and credentials are properly set up.
- Conduct customer calls daily for onboarding, check-ins, escalations, and proactive interventions.
- Triage issues to engineering with detailed reports, verifying fixes and keeping customers informed.
- Identify churn risks early and intervene to protect revenue, including addressing past-due invoices.
- Document recurring fixes to streamline future processes and enable self-service for customers.
- Maintain regular communication with clients to ensure satisfaction and address any concerns promptly.
Requirements
- 3+ years of experience in implementation, onboarding, technical account management, or customer success in a B2B software environment.
- Proven experience in configuring software for customers using workflow or automation builders.
- Daily interaction with customers via phone, not limited to email support.
- Hands-on experience with telephony systems (e.g., VoIP, Twilio) or healthcare systems (EHR, PMS).
- Ability to work from 9am–5pm US Eastern time, regardless of your location.
- Strong written English skills sufficient to manage customer emails without review.
Nice to Have
- Experience in front-office, practice management, or revenue cycle management in healthcare.
- Previous employment at a startup with under 50 employees.
- Familiarity with tools such as Linear, Jira, Stripe, and Slack Connect.
- Experience in upselling within an existing account base.
- Ability to adapt quickly to product changes and manage customer expectations effectively.
First 90 Days Expectations
- By Day 30: Familiar with live accounts and capable of building and testing a full call flow independently.
- By Day 60: Successfully running new go-lives, including EHR or scheduling integrations.
- By Day 90: Proactively identifying churn risks and documenting recurring fixes, while sourcing expansion opportunities.
Benefits
- Opportunity to work with cutting-edge AI technology in a fast-paced environment.
- Collaborative team culture that values innovation and proactive problem-solving.
- Professional development opportunities to enhance your skills and career growth.
- Remote work flexibility, allowing you to work from anywhere.
- Comprehensive support for onboarding and continuous training.
- Competitive compensation package with potential for growth based on performance.
We are committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences. If you are excited about this opportunity, please send your resume along with a brief note answering the following question: 'Tell us about a customer implementation that went wrong, and what you personally did about it.'
Originally posted on Himalayas