Customer Success Manager

Customer Success Manager

FULL-TIME / REMOTE

About the Role

We are looking for talented and driven individuals to join the high-impact customer success team at Neuron7.ai.

As a Customer Success Manager, you are the first point of contact for our customers to learn about, implement, and then benefit from our AI powered Resolution Intelligence products. The role involves closely working with customers’ service leadership teams, internal engineering teams, infrastructure teams, sales teams, and collaboration with the rest of customer success team.

This role needs you to switch hats based on the need of the hour:

• Learn / understand / explain the functioning of AI / NLP technologies while working with customers

• Help customers realize RoI from their CRM technologies integration with Neuron7

• Wear sales hat in contract renewals and upsell/cross-sell cycles

• Be an advocate of translating customer’s needs to the N7 engineering team

About Us

Neuron7.ai is a fast-growing SaaS company with category-defining AI solutions for customer service, backed by top VCs and a stellar list of angel advisors/investors with incredibly quick traction in the marketplace. Neuron7’s AI-powered Resolution Intelligence helps enterprises make accurate service decisions, at scale, by analyzing structured and unstructured data to diagnose and resolve issues in seconds. Neuron7 helps service leaders deliver on crucial metrics like first call resolution, turn-around-time, and margins in complex service environments such as high-tech devices, manufacturing, medical devices, and more. https://www.neuron7.ai

Responsibilities

• You are the first point of contact for our global customer base

• Accountable for being customers’ advocate for onboarding, RoI tracking, support issues, product feedback, and client success

• You will lead:

  • The customer on-boarding process with optimized solution

  • Integration of their CRM systems with Neuron7 products

  • Data integration steps with engineering teams

  • Collaboration with customer PM for change management activities

  • Development of training content

  • Definition of RoI metrics and other KPIs related to usage, user adoption, and accuracy.

• Find solutions for customer service challenges with/without using AI / NLP technologies and provide ideas / enhancements to Neuron7 core product team

• Develop long-term relationships with customer leadership, key stakeholders to ensure contracts are renewed and able to upsell / cross-sell of Neuron7 products in collaboration with sales teams

• Learn the new AI / NLP products / features as they are released and showcase demos to customers

• Develop templates / models and train new customer success team members as needed

Qualifications: 

• Proven CSM experience with SaaS product companies, preferably in AI space. 

• Seasoned/hands-on program managers with 5 to 8 years experience in handling mid to large enterprise-level integrated CRM / CX programs(SFDC,
  Service Now, MS Dynamics 365, Oracle CX, etc.), collaboration with multiple teams, etc.
   

• Data-driven to track metrics, build credibility with internal and customers leadership teams. 

• Experience managing / tracking deadlines with highly energetic globally distributed teams. 

• College degree in Technology / Business Management 

• Experience with other CRM technologies (SFDC, ServiceNow, MS Dynamics, Oracle CX, etc.) is a big plus. 

Location:  

This is a work from home position. Neuron7 executives have been a big proponent of work from home for more than a decade now, having perfected the art of remote work over multiple companies that they founded/ran. We place a high premium on our time and expect our employees to do the same. Recapturing commuting hours enriches life in a meaningful way!