Technical Customer Success Manager

🕒 March 31

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Netomi

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 $30M Series B on 2021-11

Artificial Intelligence • Enterprise • SaaS

Netomi is a company that specializes in providing AI-powered customer experience solutions. Their platform, known as Agentic OS, is designed for enterprise-scale customer service and integrates seamlessly with existing business systems. Netomi's solutions leverage generative AI and large language models to automate over 80% of customer inquiries, enhance customer satisfaction, and reduce support costs. Netomi is trusted by global brands across various industries, offering secure, proactive, and predictive customer care through omnichannel support, including email, chat, messaging, SMS, social media, search, and voice. The company ensures compliance with stringent security standards and data protection regulations.

📋 Description

• Client Onboarding & Implementation: Educate customers about the company’s AI virtual agents and ensure they understand how to integrate them into their current support systems (e.g., chat, email, voice). • Customization & Configuration: Work with the client to tailor the virtual agents to their needs, ensuring they align with the client's workflows, tone, and support objectives. • Deployment Support: Assist with initial setup and deployment, ensuring that the virtual agents are integrated correctly across various communication channels (chat, email, voice). • Technical Guidance: Provide technical assistance on integrating APIs, configuring conversation flows, training models, and troubleshooting any deployment challenges. • Ongoing Customer Support & Troubleshooting: Be the first line of contact for troubleshooting issues related to the virtual agents, working to resolve technical problems promptly. • Client Relationship Management: Serve as the primary contact for all technical matters related to the client’s use of virtual agents. • Client Advocacy: Advocate for the client’s needs internally, ensuring the virtual agent solution is evolving according to their business goals. • Product Training, Education, and Knowledge: Lead or coordinate training sessions for client teams, helping them understand how to manage and optimize virtual agents. • Performance Monitoring & Reporting: Regularly review key performance indicators (KPIs) like response accuracy, customer satisfaction, response times, and conversion rates. • Strategic Planning & Account Growth: Understand the client’s business goals and proactively suggest how the AI virtual agents can be leveraged to meet those objectives. • Documentation, Best Practices, and Change Management: Develop and maintain clear technical documentation, including guides, FAQs, and troubleshooting resources.

🎯 Requirements

• More than 6+ years of experience in a Technical Customer Success or Technical Account Management role within a B2B, SaaS environment • Self-assured, self-starter with proven ability to work in a fast-moving startup culture and a willingness to make quick judgments based on continuous prioritization and evolving customer needs • Relevant consulting and project management experience is required, preferably in the SaaS environment. • Good sense of curiosity with a genuine desire to learn, think with agility, and apply learnings in new situations • Stellar written and verbal communication tailored to the persona • Proven track record in building strong relationships with VP and C-Suite management in the customer portfolio • Strong sense of technical knowledge, working knowledge of APIs, and managing integrations • Familiarity with customer relationship management (CRM) software and support platforms (e.g. Zendesk, Salesforce, FreshDesk) • Must be willing and able to travel up to 20-30% of the time in response to customer needs, with all necessary travel documents maintained and current • Prior work experience with Chat, Email, Voice AI solutions or Agent Desk solutions is preferred but not required

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development