Vice President of Client Services
2 weeks ago
At Cohere, our vision is to enhance intelligence for the benefit of humanity.
We are dedicated to training and deploying advanced models for developers and enterprises that create AI systems, enabling extraordinary experiences such as content generation, semantic search, retrieval-augmented generation, and intelligent agents.
Our work is crucial for the broad acceptance of AI technology.We take pride in our creations.
Every team member plays a vital role in enhancing the capabilities of our models and the value they deliver to our clients.
We are committed to working diligently and swiftly to prioritize our customers' needs.Cohere comprises a diverse team of researchers, engineers, designers, and other professionals who are deeply passionate about their fields. Each individual is among the best in their respective domains. We believe that a variety of perspectives is essential for developing exceptional products.
Join us in our mission to shape the future.
Cohere is looking for a seasoned and enthusiastic Director of Services, Customer Success & Support to oversee our Customer Success and Support divisions.
In this capacity, you will lead and nurture a skilled post-sales Customer Success and Support team, who are the primary custodians of both business and technical relationships with our clients.
The ideal candidate will possess a background in leading post-sales teams within the ML/AI/Data Engineering sectors.Key Responsibilities:
Drive product adoption and enhance customer experiences for our most significant clients.
Define the customer lifecycle, including roles, responsibilities, handoffs, and workflows, while influencing the product roadmap.
Guide customer-facing teams, including mentoring sub-function leaders (Customer Success, Services, Technical Support) to ensure alignment and focus on delivering an outstanding customer experience.
Analyze customer data to identify trends and areas for enhancement, including evaluating customer feedback, support metrics, and other relevant data to derive insights that can improve the customer experience, resolve issues, and demonstrate Cohere's value proposition.
Refine the customer journey by pinpointing key interaction touchpoints and devising strategies to optimize each stage of the journey.
Advocate for the customer within the organization, ensuring their needs are considered in all executive-level decision-making processes.
Collaborate with internal teams (pre-sales, Product Management, Machine Learning Engineering) to ensure the customer's voice is integral to strategic decisions.
You may be a suitable candidate if you possess:10+ years of leadership experience in developing high-performing teams in Customer Success, Technical Support, and Services.
Experience in the AI, ML, Data Engineering, Cloud, SaaS, or Technology Infrastructure sectors.
A strong focus on customer needs, exceptional relationship-building skills, and the ability to proactively identify opportunities to engage customers and foster loyalty.
A collaborative mindset with the ability to engage and communicate effectively with both leadership and technical/non-technical stakeholders.Extensive experience in strategy development, a readiness to execute and build from the ground up, and a willingness to delve deeper and engage directly with our customers.
If your experience doesn't align perfectly with the above, we still encourage you to consider applying. If you view yourself as a thoughtful worker, a lifelong learner, and a kind and playful team member, Cohere is the right place for you.
We celebrate diversity and strive to create an inclusive workplace for everyone. We welcome applicants from all backgrounds and are committed to providing an equitable opportunity process. Cohere offers accessibility accommodations during the recruitment process. If you require any accommodations, please inform us, and we will work with you to meet your needs.Our Benefits:
An open and inclusive culture and work environment
Collaborate closely with a team at the forefront of AI research
Weekly lunch stipend, in-office lunches & snacks
Comprehensive health and dental benefits, including a dedicated budget for mental health support
100% Parental Leave top-up for 6 months for eligible employees
Personal enrichment benefits for arts and culture, fitness and well-being, quality time, and workspace enhancement
Flexible remote work options, with co-working stipends available
6 weeks of vacation
Note:
This post is co-authored by both Cohere humans and Cohere technology.
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