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Customer Success Manager

K

Kore.ai

Customer Success Manager

Orlando, FL
Full Time
Paid
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  • Responsibilities

    Job Description

    Kore.ai, created to help people work and engage digitally in a simpler and more conversational way, is a pioneer in shaping how intelligent bots interact with the modern via a conversational dialogue. Kores enterprise grade Conversational AI Platform is the only end-to-end cloud or on-prem PaaS for designing, building, testing, and hosting smart, speech-enabled bots for use in any channel, including text and e-mail, in a website or mobile app, and on popular messaging and collaboration platforms such as Facebook, Skype, Slack and Kores own Messaging app.

     

    ROLE / TITLE: CUSTOMER SUCCESS MANAGER

    Customer Success Manager (CSM) will support the customer lifecycle as it relates to customer on-boarding, adoption, on-going product awareness & support, renewal, and expansion.

    The CSM must have a strong understanding of our customers business objectives and the ability to identify and articulate how our solution supports achievement of the customers strategic business goals.

     

    RESPONSIBILITIES:

    • Collaborate closely with Sales, Professional Services, Product, and Support Teams to gain a 360-degree view of the customer to ensure adoption of our products and platform.
    • Work cross-functionally to facilitate a seamless Customer on-boarding process, ensuring a smooth go live and introduction for the Customer from the outset.
    • Actively review support tickets and proactively work with customers to address any adoption issues.
    • Proactively reach out
    • Support or response to any alerts, red flags, poor health. It can also be directly from a customer reaching out for some issue or any critical or overdue customer support ticket.
    • Proactively identifying and prioritizing resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe.
    • Work collaboratively with the Marketing team to build Customer testimonials and referrals.
    • Identify potential issues within the Accounts and work with the wider business to take timely and effective action to resolve them
    • Calculating periodic health of key accounts through continuous monitoring to avoid any last-minute surprises.
    • Responsible for making sure that Kore product support team is providing timely, accurate and meaningful resolution to all customer queries
    • Work collaboratively with the product & implementations teams in capturing and tracking the solution success criteria.

     

    MUST HAVE SKILLS

    • Ability to understand customer requirements, develop and guide their thinking to identify financial measures of success.
    • Data-driven with a commitment to process; drive / track consistent engagement process.
    • Ability to work in a fast-paced, entrepreneurial, results-oriented culture.
    • Excellent interpersonal skills.
    • Creative thinker with the ability to troubleshoot issues quickly and effectively.
    • Excellent written and verbal communication skills.
    • Strong presentation skills.
    • Extremely well-organized and analytical with an ability to work well under pressure.
    • Strong team player as well as a proactive individual contributor.
    • Ability to grasp basic technical concepts

    OTHER SKILLS WE'D APPRECIATE

    • Extremely well-organized and analytical with an ability to work well under pressure.
    • Strong team player as well as a proactive individual contributor.
    • Ability to grasp basic technical concepts

    EXPERIENCE REQUIRED

    • 4-5+ years experience in customer-facing roles managing software sales and/or software implementation projects

    EDUCATION QUALIFICATION:

    • BS/BA in related discipline is preferred.

    Company Description

    Kore.ai is a market-leading conversational AI and digital UX technology partner for Global 2000 companies. It provides conversational AI and digital UX-rich virtual assistants, designed specifically for enterprises, for a diverse range of use cases across industries for engaging customers, employees, and partners. Its end-to-end, comprehensive Virtual Assistant Platform serves as a secure foundation for enterprises to design, build, test, host, and deploy AI-rich virtual assistants across 30+ different digital and voice channels. Kore.ai also offers specialized solutions focused on Enterprise Virtual Assistant, Retail Banking Services, HR, IT Helpdesk, and Customer Support services. Kore.ai partners with top ISVs and global system integrators for helping companies meet their digital transformation needs.