Customer Success

July 2

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Algolia

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Artificial Intelligence • SaaS • eCommerce

Algolia is an innovative company specializing in AI-powered search solutions. Offering a comprehensive suite of tools, including AI Search, AI Browse, and AI Recommendations, Algolia helps businesses enhance their customer experiences through powerful search capabilities. Their platform supports a vast range of integrations such as Shopify, Salesforce Commerce Cloud, and Adobe Commerce, making it easy for businesses to implement and manage custom search functionalities efficiently. Algolia is known for its fast, scalable search engine, capable of handling over 1. 7 trillion queries annually, and provides extensive analytical insights and user interface components tailored for specific customer journeys.

201 - 500 employees

Founded 2012

🤖 Artificial Intelligence

☁️ SaaS

🛍️ eCommerce

💰 $150M Series D on 2021-07

📋 Description

• Drive the on-boarding, adoption, retention and overall success of our customers • Lead the enablement of our users by conducting product trainings • Work in partnership with Solutions Architects to guide customers through the project management and technical requirements of their Algolia implementation • Provide regular, proactive recommendations to optimize the use of our platform • Maximize the adoption of our product features in order to maximize the value driven by our product • Document and clearly articulate the Return on Investment driven by our solution • Identify accounts that are likely to churn and work proactively to eliminate that risk • Identify opportunities to expand our partnership with customers • Analyze accounts that have been lost, identify reasons for churning and build a strategy to win customers back • Ensure all account issues are quickly resolved, utilizing resources from cross-functional teams internally • Function as the voice of the customer and provide internal feedback on how Algolia can better serve them • Track key account metrics and forecast retention

🎯 Requirements

• 2 - 3 years relevant work experience in customer success, account management, digital consultancy or project management, preferably in a SaaS business • Experience working with a portfolio of accounts, supporting a highly technical product • Demonstrated ability to establish relationships, credibility, present, and to communicate effectively at all levels of an organization • Ability to set priorities, drive decisions and get closure on recommendations and issues • Ability to influence others towards continuous improvement, both internally and externally • Experience successfully managing customer engagements to completion and customer satisfaction • Excellent presentation, written and verbal communication skills • Proven time management skills with the ability to prioritise tasks