Client Success Strategist
2 weeks ago
Customer Experience Director - AI Technology
About Our Company
CESNA is a pioneering entity in the AI sector, dedicated to the advancement of cutting-edge technologies.
With our headquarters located in Santa Clara, California, and additional operations in Pangyo, South Korea, we are at the forefront of developing sophisticated AI solutions.
Our primary initiative features a Personal AI Assistant (PAA) aimed at boosting daily productivity and enhancing user experiences, establishing itself as a vital tool for efficiency and innovation.
SummaryThe ideal Customer Experience Director will possess a customer-focused mindset with a strong understanding of our products, coupled with exceptional communication skills. This role will manage the complete customer journey, ensuring a seamless process from onboarding to retention. They will gather and respond to user feedback, thereby improving customer satisfaction.
A comprehensive knowledge of our offerings is essential, as providing expert guidance and solutions to clients is a crucial aspect of the Customer Experience Director's responsibilities.
Job Responsibilities- Facilitate new clients through the integration of our solutions, ensuring a smooth and positive initiation.
- Deliver extensive training and resources to enable clients to maximize the use of our products.
- Actively mentor and educate clients to enhance the adoption of CESNA's solutions.
- Serve as the primary contact for client inquiries and concerns, ensuring timely and effective communication.
- Swiftly and effectively resolve client issues to guarantee a positive experience.
- Escalate complex challenges to the relevant teams while maintaining accountability for the client's issue until resolution.
- Collaborate closely with research, marketing, and product development teams to ensure a unified customer experience.
- Oversee outsourced teams in various locations, ensuring project delivery meets quality standards and timelines.
- Take charge of the Customer Success Management curriculum, continuously adapting and identifying areas for improvement to achieve the KPIs established by the company.
- Conceptualize, implement, and lead initiatives aimed at enhancing customer satisfaction and loyalty.Qualifications- A minimum of 7 years of demonstrated experience in a client-facing role, such as customer success, account management, sales, or customer support, preferably within a SaaS B2C environment.
- Outstanding verbal and written communication abilities.- Capability to collaborate effectively with cross-functional teams, including research, marketing, product development, and support.
- Strong analytical and organizational capabilities.
- A passion for working in a dynamic setting, thriving on daily challenges.
- Commitment to staying updated on industry trends and continuously enhancing skills and knowledge.
- Bilingual proficiency in Korean and English.Preferred Qualifications
- Bachelor's degree in Business, Marketing, Communication, or a related discipline.
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