Senior Technical Customer Success Manager
2 months ago
EliseAI is a cutting-edge technology company that specializes in developing conversational AI solutions for industries that have a significant impact on our daily lives, including housing and healthcare. Our mission is to create innovative solutions that address the complex problems in these domains and improve the quality of life for individuals and society as a whole.
About the RoleWe are seeking a highly skilled Senior Technical Customer Success Manager to join our team. This individual will be responsible for building and maintaining strategic relationships with our customers, working closely with various stakeholders, including frontline teams and C-Suite executives. The ideal candidate will have a deep understanding of our products and be able to bridge the gap between our customers and internal technology teams.
Key Responsibilities- Become an expert in EliseAI's products, with a focus on user workflows, integrations, and how our products work together.
- Understand our customers' business needs and goals, effectively communicate the value of our AI solutions, and ensure successful adoption and utilization of our products.
- Provide world-class support by taking ownership of customer issues, working closely with the Engineering, Product, and Support teams to address and resolve client issues quickly.
- Write documentation and host workshops on our product offerings to keep customers up-to-date with new features.
- Drive adoption of new products and features and assist with the launch.
- Partner with the implementation team to lead discovery into client goals and best practices to successfully project manage client onboardings.
- Strategize with our sales team to build, own, and execute client success and engagement plans.
- Review client reporting and usage metrics regularly to determine how to optimize our customers' performance.
- Proactively identify underperforming customers and execute plans to improve the customer's success in order to prevent churn.
- Act as a conduit between customers and internal teams, gathering customer feedback, documenting feature requests, and providing client insights to our Engineering and Product teams to enable continuous improvement of our product roadmap.
- 4+ years of technical B2B client-facing experience with a SaaS product.
- Demonstrable ability to take ownership and accountability, and act on client objectives in a technical environment.
- Strong written and verbal communication skills, including the ability to communicate technical language to non-technical customers.
- Ability to read and understand technical documentation and analyze data sets.
- Currently manage a book of business of at least $2.5M ARR.
- Must thrive in working in a fast-paced environment.
- Ability to prioritize effectively and get things done.
- Willing to work in person at our NYC headquarters 4-5 days a week.
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