Customer Solutions Manager

🕒 Maio 12

🗽 New York – Remoto

🗽 New York – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

💻 Engenheiro de Soluções

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Foundation AI

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2019

🤖 Inteligência Artificial

💳 Fintech

💰 Seed Round em 2019-04

Artificial Intelligence • Legal • Fintech

A Foundation AI é uma empresa de tecnologia inovadora que se especializa na automação do processamento de documentos recebidos para a indústria de litígios e reclamações. Utilizando inteligência artificial avançada, a Foundation AI otimiza a classificação, indexação e encaminhamento de documentos, aprimorando significativamente a eficiência operacional de escritórios de advocacia e departamentos de reclamações. Ao fazer isso, permite que as organizações reduzam tempos e custos de processamento, permitindo que as equipes se concentrem em trabalhos de maior valor e melhorem a produtividade geral.

Descrição

• Serve as the primary post-launch owner for a portfolio of customers, leading them from implementation handoff through hypercare, adoption, optimization, and ongoing success. • Develop a deep understanding of each customer’s workflow, operating model, document mix, goals, and success criteria. • Translate customer requirements into practical solutions within the Foundation AI platform, including workflow recommendations, configuration updates, and process improvements. • Lead customers through go-live readiness, hypercare, and stabilization with strong project ownership and clear communication. • Diagnose customer issues by gathering evidence, isolating root causes, and driving resolution independently or with the collaboration from appropriate internal teams. • Make and manage configuration changes with precision, judgment, and quality control. • Identify risks early, communicate them clearly, and proactively drive mitigation plans before issues become escalations. • Monitor customer usage, workflow performance, and operational signals to identify adoption gaps, solution opportunities, and areas for improvement. • Partner closely with Implementation, Support, Product, and Engineering to ensure customer needs are addressed with speed and accuracy. • Create and maintain customer-facing and internal documentation, including solution recommendations, workflow notes, success plans, and troubleshooting guidance. • Provide customers with strategic guidance and best practices on how to get the most value from Foundation AI within their existing processes and systems. • Capture recurring pain points, workflow patterns, and product gaps, and translate them into actionable internal feedback. • Support renewals and expansion conversations by ensuring customers are realizing value, but this role is primarily measured on solution quality, customer outcomes, and operational execution.

🎯 Requisitos

• 5+ years of experience in a customer-facing SaaS role such as Customer Success, Solutions Consulting, Implementation, Technical Account Management, or a similar post-sale solutions role. • 2+ years of experience in LegalTech, legal operations, or working closely with law firms. • Strong ability to understand, document, and improve customer workflows in a structured way. • Experience managing complex customer environments where configuration, process design, or systems setup materially impacted outcomes. • Demonstrated problem-solving ability in ambiguous situations, including diagnosing issues, identifying root causes, and driving cross-functional resolution. • Strong communication skills, with the ability to lead customer conversations, ask thoughtful discovery questions, explain complex topics clearly, and write crisp internal summaries. • Proven ability to manage multiple accounts, projects, and priorities while maintaining high quality. • Comfort working independently and with a team in a remote environment with strong ownership and follow-through. • A practical, customer-oriented mindset: you can balance urgency, precision, relationship management, and operational reality.

🏖️ Benefícios

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options