AI Customer Success Manager

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🕒 vor 18 Tagen

🐊 Florida, Illinois, +6 weitere Bundesländer – Remote

🐊 Florida – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🏖️ New Jersey – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🤠 Texas – Remote 🧀 Wisconsin – Remote

⏰ Vollzeit

🟢 Junior

🟡 Mittelstufe

🏆 Customer Success

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Humach

WebsiteLinkedInAlle Stellen

1001 - 5000 Mitarbeiter

🤖 Künstliche Intelligenz

☁️ SaaS

🤝 B2B

💰 Venture Round im 2017-01

Artificial Intelligence • SaaS • B2B

Humach ist ein Unternehmen, das sich auf KI-gestützte Lösungen für Kontaktzentren spezialisiert hat. Sie bieten eine Kombination aus menschlichen Agenten und digitalen KI-Agenten, um erstklassige Kundenerfahrungsdienste bereitzustellen. Mit Dienstleistungen wie dem mAI Pilot und Integrationen mit führenden CCaaS- und CRM-Lösungen konzentriert sich Humach darauf, die Integration von KI in Callcentern zu navigieren, um Leistung, Effizienz und Kundenzufriedenheit zu verbessern. Ihr Angebot umfasst CX Managed Services, Technologie-Befähigung sowie Schulung und Entwicklung, mit einem besonderen Schwerpunkt auf Sicherheit und Compliance. Humach ist bekannt dafür, eine Vielzahl von Unternehmen mit ihrer Expertise in Kundenservice und KI-Technologie zu unterstützen.

Beschreibung

• Participate in discovery, scoping, and design sessions to ensure alignment with client goals and success metrics. • Coordinate AI Whisperer assignments for testing and simulation labs. • Partner with product managers and service delivery teams to define reporting requirements and data markers. • Contribute to branding guide development and persona design. • Collaborate with product managers and AI whisperers to build and execute simulation scenarios. • Support internal UAT and monitor live interactions during hypercare to ensure a smooth launch. • Serve as the primary client-facing contact during go-live, stabilization and going forward. • Ensure real-time updates to AI responses and promptly flag post-launch issues. • Manage the workload and performance of assigned AI Whisperer team members. • Track KPIs and digital agent performance metrics in collaboration with Service Delivery. • Ensure KPIs are met; when gaps occur, partner with engineers to improve digital agent performance and customer experience. • Maintain deep program knowledge and process expertise for assigned clients. • Conduct regular client business reviews (weekly, monthly, quarterly) to assess performance and identify opportunities. • Lead transcript audits and AI behavior reviews to inform tuning and roadmap updates. • Collaborate with the product manager to align future development with client needs, ensuring the solution remains dynamic, scalable, and enriched with new use cases that deliver ongoing value. • Manage client expectations and gather feedback to ensure outcomes align with KPIs. • Facilitate feedback loops with AI product manager and AI engineers to drive continuous improvement. • Ensure compliance with accessibility standards, data privacy regulations, and ethical AI practices. • Stay current on AI trends, tools, and best practices to continuously improve performance. • Set and uphold exceptionally high standards, demonstrating precision in every task and a passion for exceeding expectations. • Demonstrate curiosity and a willingness to explore emerging tools and technologies. • Adapt seamlessly to ambiguity, iterative development, and changing client or platform requirements. • Take ownership and communicate proactively while collaborating effectively across technical and non-technical teams.

🎯 Anforderungen

• Bachelor's degree plus two to four years related experience and/or training; or equivalent combination of education in customer Success, project Management, or AI implementation. • Strong understanding of conversational AI, prompt engineering, and QA methodologies preferred. • Knowledge of Microsoft Office applications including Word, Excel, Outlook and Windows 11 is required. • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists and interpret a variety of instructions furnished in different forms. • Excellent written communication and creative thinking skills. • Familiarity with tools such as Jira, bug tracking systems, and AI testing platforms preferred. • Experience coordinating cross-functional teams and managing client relationships.

🏖️ Vorteile

• medical • dental • 401k • life insurance • paid time off and much more