Senior Customer Success Manager

🕒 Julho 20

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $133.000 - $159.000 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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Observe.AI

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2017

💼 Consultoria

🏥 Saúde

📦 Logística

Consulting • Healthcare • Logistics

Observe. AI é uma plataforma de IA empresarial especializada em inteligência de conversação para melhorar operações em centrais de atendimento. A empresa oferece soluções avançadas para assistência em tempo real a agentes, otimização de desempenho e treinamento de agentes, e monitoramento de conformidade, visando capacitar equipes de atendimento ao cliente e impulsionar o sucesso organizacional por meio de seus Agentes VoiceAI e automação alimentada por IA. A plataforma ajuda as empresas a avaliar 100% das interações com clientes, melhorar a satisfação do cliente e aumentar a receita enquanto reduz os custos operacionais, sendo particularmente benéfica para indústrias como serviços bancários e financeiros, bem como seguro de saúde.

Descrição

• Driving process change and product adoption through change management, executive level relationships, project management, and training enablement • Monitoring customer health across the customer journey and taking data driven actions to influence the right behavior • Conducting Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value • Championing and owning customer retention and partnering with Account Managers on upsells • Advocating for customer needs and educate them on adopting new features as we continue to enhance the product • Confidently working in an ambiguous environment -- we are a fast moving startup! • Collaborating internally and externally to solve pain points for your customer • Providing key contributions to help grow and scale our Customer Success organization

🎯 Requisitos

• 5-7 years of experience owning clients in a CSM capacity for a SaaS solution, with proof of value add • Proven track record of managing enterprise-level or strategic customer accounts. • Strong understanding of SaaS business models, customer success methodologies, and customer lifecycle management. • Ability to build trusted relationships at all organizational levels. • Excellent communication, presentation, and interpersonal skills. • Proactive problem-solver with strong organizational and project management skills. • Data-driven, process oriented individual who can point to ways you’ve up-leveled the product / process and people in your professional experience past. • Ability to thrive in a fast-paced, dynamic environment.

🏖️ Benefícios

• Competitive compensation including equity: Market-aligned base pay, performance incentives, and meaningful equity ownership • Excellent medical, dental, and vision insurance options: Comprehensive medical, dental and vision benefits for employees and eligible dependents • Flexible Paid Time Off: Our unlimited, flexible PTO policy empowers you to take the time you need to recharge, maintain balance, and perform at your best. • Additional Time to Recharge: 10 company holidays, an annual company-wide Winter Break, and paid parental leave to fully support life outside of work. • 401(k) plan: Long-term financial planning support with tax-advantaged retirement savings • Quarterly Lifestyle Spending Account: Flexible quarterly stipend to support wellness, learning and professional development, and personal growth • Monthly Mobile + Internet Stipend: Support for remote and hybrid work connectivity needs • Pre-tax Commuter Benefits: Tax-efficient transit and commuting support for hybrid and in-office employees • Autonomy and Agency: Play a meaningful role in scaling a category-defining GenAI platform transforming the future of customer experience.