技术客户经理 - AI代理
Technical Account Manager - AI Agents
职位描述
我们正在南非寻找一位专注于AI代理的积极进取的技术客户经理加入我们的团队。在这一职位中，你将处于客户关系的最前沿，确保客户能够充分发挥我们AI解决方案的价值。你需要将技术专长与卓越的客户服务技能相结合，推动客户留存和增长计划。
作为技术客户经理，你将负责管理分配给你的客户账户，主动联系客户以了解他们的需求和挑战。你将亲自配置AI代理并解决技术问题，必要时再向上级工程师汇报，确保客户的使用体验顺畅。你在管理工程交接的同时保持对客户关系的掌控能力，这将是你成功的关键。
Central是一个快节奏的环境，同一天内快速响应是核心要求，你将被期望快速上手。到第7天，你应该能够独立完成标准客户的上线工作，到第14天时可以在最少监督的情况下正常运作。
职责和任务
- 负责并管理AI代理的客户账户组合。
- 主动联系客户，确保其需求得到满足，并发现增长机会。
- 有效且高效地配置AI代理，确保符合客户需求。
- 独立解决技术问题，必要时再向工程团队汇报。
- 在不失去客户关系掌控的前提下管理工程交接。
- 验证修复方案，并及时处理客户提出的问题。
- 从客户账户中识别趋势和增长机会，推动业务发展。
- 与集成工程师合作，进行必要的定制集成和编码。
- 保持对产品功能和更新的最新了解，为客户提供最佳服务。
- 协助客户上线，并确保AI解决方案的成功实施。
- 在CRM系统中准确记录客户互动和技术问题。
- 按需准备并交付演示文稿和报告给相关方。
- 工作时间与美国业务时间一致，以确保与全球客户的同步。
- 要求
- 具有技术客户经理、SaaS客户经理或技术能力强的客户成功经理的实战经验。
- 强大的技术故障排除能力，深入理解AI技术。
- 优秀的客户关系管理能力和沟通技巧。
查看英文原文
About the Role
We are seeking a dynamic Technical Account Manager specializing in AI Agents to join our team in South Africa. In this role, you will be at the forefront of our customer relationships, ensuring that our clients maximize the value of our AI solutions. You will blend your technical expertise with exceptional customer service skills to drive retention and expansion initiatives.
As a Technical Account Manager, you will take ownership of your assigned accounts, proactively contacting customers to understand their needs and challenges. You will configure AI agents yourself and troubleshoot issues before escalating them, ensuring a seamless experience for our clients. Your ability to manage engineering handoffs while maintaining ownership of customer relationships will be crucial to your success.
Central is a fast-paced environment where same-day movement is a core expectation, and you will be expected to ramp up quickly. By Day 7, you should be able to independently run a standard customer go-live and operate with minimal supervision by Day 14.
Duties and Responsibilities
- Own and manage a portfolio of customer accounts for AI Agents.
- Proactively reach out to customers to ensure their needs are met and identify opportunities for expansion.
- Configure AI agents effectively and efficiently, ensuring alignment with customer requirements.
- Troubleshoot technical issues independently before escalating to engineering teams.
- Manage engineering handoffs without losing ownership of the customer relationship.
- Verify fixes and address any concerns raised by customers promptly.
- Identify trends and expansion opportunities within your accounts to drive growth.
- Collaborate with integration engineers for custom integrations and coding as necessary.
- Maintain up-to-date knowledge of product features and updates to provide the best service to customers.
- Facilitate customer go-lives and ensure successful implementations of AI solutions.
- Maintain accurate records of customer interactions and technical issues in the CRM system.
- Prepare and deliver presentations and reports to stakeholders as needed.
- Work US business hours to ensure alignment with our global clients.
Requirements
- Proven experience as a Technical Account Manager, SaaS Account Manager, or a technically strong Customer Success Manager.
- Strong technical troubleshooting skills with a deep understanding of AI technologies.
- Excellent relationship management and communication skills.
- Ability to work independently and manage time effectively in a fast-paced environment.
- Experience with customer go-lives and technical implementations.
- Strong problem-solving skills with a proactive mindset.
- Familiarity with CRM systems and customer support tools.
- Ability to manage multiple accounts simultaneously with attention to detail.
Nice to Have
- Experience in AI and machine learning technologies.
- Background in software development or integration engineering.
- Knowledge of industry best practices in customer success management.
- Familiarity with project management methodologies.
- Experience working in a startup environment.
Benefits
- Opportunity to work in a fast-paced and innovative environment.
- Room for professional development and career advancement.
- Collaborative and inclusive company culture.
- Exposure to cutting-edge AI technologies.
- Supportive team environment focused on success.
- Remote work opportunities with a focus on results.
Central is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage all qualified candidates to apply.
Originally posted on Himalayas