Technical Customer Success Manager

Responsibilities: Curiosity, Technical Aptitude, Relationship Building, Project Management

• Client Onboarding & Implementation
•  Product Familiarization: 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
•  Issue Resolution: Be the first line of contact for troubleshooting issues related to the virtual agents, working to resolve technical problems promptly.
•  Escalation Management: If issues cannot be resolved at the TAM level, escalate them to appropriate internal teams (e.g., engineering, product, or support); manage the escalation process to ensure rapid resolution while keeping the client informed.
•  Proactive Health Checks and System Monitoring: Periodically review the client's environment, identify potential risks, and suggest preventive measures to avoid issues before they arise. Ensure the virtual agents are performing as expected across all channels, reviewing metrics such as accuracy, response time, and user satisfaction, and taking corrective action when needed.


• Client Relationship Management
•  Point of Contact: 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 and that the product roadmap aligns with their priorities.
•  Customer Retention: Build strong, long-term relationships with clients by ensuring they’re continuously satisfied with the service and by offering value-driven, tailored recommendations and solutions.


• Product Training, Education, and Knowledge 
•  Training Sessions: Lead or coordinate training sessions for client teams, helping them understand how to manage and optimize virtual agents.
•  Knowledge Transfer: Ensure that the client team is self-sufficient in handling the basic functionalities and administrative tasks related to the AI system (such as updating conversational flows, adjusting settings, etc.).
•  Continuous Learning: Stay up to date with AI developments, natural language processing (NLP), and machine learning techniques used in customer support solutions.
•  Competitive Awareness: Keep track of competitor offerings in the market to ensure the company’s solutions remain competitive and relevant.


• Performance Monitoring & Reporting
•  Analyze AI Effectiveness: Regularly review key performance indicators (KPIs) like response accuracy, customer satisfaction, response times, and conversion rates.
•  Report Generation: Provide clients with insightful reports and data that showcase the performance of their virtual agents to identify trends, areas for improvement, and make actionable recommendations.
•  Optimization: Advise clients on best practices for improving the performance of their virtual agents, such as updating dialogue scripts or improving AI training data.


• Collaboration with Internal Global Teams
•  Product Feedback: Gather client feedback regarding the virtual agent’s performance and communicate this feedback to the product and engineering teams for continuous improvement.
•  Feature Requests: Act as the customer's champion, gathering insights into new features or improvements that clients may need and advocating for them in product development.
•  Cross-functional Communication: Work closely with product managers, data scientists, and developers to resolve complex client issues and deliver optimal AI solutions.
•  Global Collaboration: Work across multiple time zones to support global customers and teams, ensuring timely responses and proactive engagement; effectively balance flexibility with availability. 


• Strategic Planning & Account Growth
•  Client Strategy Alignment: Understand the client’s business goals and proactively suggest how the AI virtual agents can be leveraged to meet those objectives.
•  Upselling & Cross-selling: Identify opportunities for expanding the use of AI technology within the client’s organization, whether that means adding new channels, expanding capabilities, or using advanced features (e.g., analytics, automation).
•  Quarterly Business Reviews (QBRs): Conduct regular, quarterly strategic reviews with clients to discuss performance, roadmap, new features, and opportunities for growth or improvement.


• Documentation, Best Practices, and Change Management
•  Create Documentation: Develop and maintain clear technical documentation, including guides, FAQs, and troubleshooting resources, to help clients manage and optimize their virtual agents.
•  Standard Operating Procedures (SOPs): Create and maintain SOPs for common troubleshooting issues and best practices related to virtual agents.
•  Maintain accurate and up-to-date records of client interactions and account activities in our system of record.
•  Feature Rollouts: Coordinate with clients during the release of new product features or updates to ensure a smooth transition, including handling any required updates to existing virtual agent configurations.
•  Client Change Requests: Manage client requests for customizations or changes to their virtual agents, balancing customer needs with technical feasibility.

Requirement

• 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