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Customer Success Director - Strategic Accounts
Posted 22 days agoViewed
💎 Seniority level: Director, 10+ years
💸 Salary: 144000.0 - 185000.0 USD per year
🏢 Company: Observe.AI👥 251-500💰 $125,000,000 Series C almost 3 years agoCustomer ServiceArtificial Intelligence (AI)SaaSMachine LearningNatural Language ProcessingSpeech Recognition
⏳ Experience: 10+ years
Requirements:
- 10+ years of experiencing managing large enterprise customers, managing senior level executive relationships
- Experience managing a team of CSMs preferred
- Ability to manage complex deployments at scale
- Manage cross-functional teams to deliver results for the customer
- Data-driven, process oriented individual who can point to ways you’ve up-leveled the product / process and people in your professional experience past
Responsibilities:
- Manage multiple lines of business/business units per customer
- Establish strategic business goals of customer that Observe.ai deployment is expected to drive, ensure solution deployed is aligned to customer’s business goals and are delivering significant impact towards those business goals
- 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
- Work with business analysts and speech analysts to drive business improvement, measure and report ROI to the customer
- Collaborate with account managers to create account plans focussed on driving retention and business growth
- 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 customerProviding key contributions to help grow and scale our Customer Success organization
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