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Customer Engagement Manager

2 months ago

Redwood City, California, United States C3 AI Full time

C3 AI is a prominent provider of Enterprise AI software, dedicated to enhancing digital transformation across various sectors. The C3 AI Platform offers a robust suite of services designed to facilitate the development of enterprise-scale AI applications more efficiently and economically than traditional methods.

This platform encompasses the entire value chain in any industry, featuring prebuilt, customizable, high-impact AI applications for areas such as reliability, fraud detection, sensor network health, supply chain optimization, energy management, anti-money laundering, and customer engagement.

Position Overview:
C3 AI is on the lookout for a highly skilled Customer Success Manager (CSM) to become a vital part of our support team.

The CSM will be responsible for managing and addressing the technical requirements of our clients, ensuring the delivery of precise technical services, and meeting established expectations to guarantee customer satisfaction.

The role involves collaborating with clients to define key performance indicators (KPIs) for success and working closely with various internal and external teams to achieve these objectives.

While the CSM typically does not engage in hands-on technical work, they must possess a strong technical acumen to effectively communicate complex technical concepts to non-technical stakeholders.

Key Responsibilities:
- Develop a comprehensive understanding of C3 AI's high-value use cases and successful case studies.
- Customize the presentation and support of C3 AI capabilities to meet the unique needs of each customer.
- Facilitate use case scoping and data discovery workshops, analyzing customer requirements and recommending software enhancements.
- Manage the software development lifecycle, including SCRUM processes, Jira management, and ticket prioritization.
- Provide insights on product performance and relay customer feedback to Product and Engineering teams to identify potential new features.

- Conduct user adoption workshops, guiding customers through the adoption curve and identifying necessary solution enhancements.
- Foster strong business relationships with customers to drive success and identify new revenue opportunities.

Qualifications:
- Bachelor's degree in fields such as Economics, Computer Science, Engineering, Statistics, Mathematics, or Operations Research; a master's degree in similar disciplines is preferred.
- 2 to 5 years of experience in Customer Success roles within enterprise SaaS environments.
- Proven experience in customer engagement, with exposure to data science, cloud infrastructure, solution architecture, application development, and data engineering.

- Strong presence with clients, capable of effective communication and establishing a trusted advisor relationship.
- Data-driven and analytical mindset, committed to process improvement and delivering customer value.
- Demonstrated ability to navigate both business and technical aspects of software implementation projects, providing leadership in both domains.

- Excellent presentation and written communication skills, with meticulous attention to detail.

C3 AI is proud to be an Equal Opportunity and Affirmative Action Employer, committed to diversity and inclusion in the workplace.