Customer Success Manager, Ultimate
Mid-Market
+ Stock options
More information about location
Conversational AI customer service builder
Job no longer available
Conversational AI customer service builder
201-500 employees
Job no longer available
+ Stock options
More information about location
201-500 employees
Company mission
To bring joy to customer service through the world’s most powerful virtual agent platform.
Role
Who you are
- Experience in Customer Success, Account Management or related roles in a SaaS company
- You have a successful track-record of managing medium-size customers with complex technical solutions and multiple stakeholders, in a high-touch B2B environment
- You’re a product expert with an aptitude for understanding how the product and integrating its features, integrations, capabilities & best practices help your customers achieve their goals
- Technical problems excite you. You regularly liaise with technical teams, both internally and externally. You can troubleshoot technical challenges (i.e. product, CRM integrations, APIs) and collaborate with Product to implement fixes
- You are a natural advisor and value partner. You are laser-focused on customers' goals and enjoy defining, presenting, and executing mutual success plans to achieve objectives and drive ROI
- You are analytical and measure value via a data-oriented approach, including continuous monitoring of account health and ROI to identify churn risk and capitalize on revenue opportunities
- You have a knowledge of CRM tools like Zendesk. Basic understanding of API integrations and JSON is a plus
- You speak English fluently. Additional languages are a plus
What the job involves
- Own a portfolio of 15-20 Mid-Market customers, as their single point of contact, help them achieve their strategic goals and realize significant value using the platform
- Be a product expert and develop a comprehensive understanding of how Ultimate can be used to create value for support teams and in our partner CRMs
- Engage in customer onboarding by helping to define project scope and minimizing time-to-value
- Build strong customer relationships and keep engagement high through committing to mutual Success Plans with each customer, outlining strategic goals, mutual initiatives, what measured success looks like, and a roadmap of future projects to secure renewal
- Stay up-to-date on new features and accelerate product adoption by working closely with frontline support teams, reviewing their solutions and providing proactive training and best practices
- Work cross-functionally and build strong relationships with Professional Services, Sales and Product Management, and be responsible for securing resources to realize your customers’ objectives
- Provide regular reporting on automation, product adoption, and account health KPIs. Identify risk early and develop strategies to mitigate
- Lead quarterly business reviews with customers to align realized value with executive stakeholders and unlock expansion
- Uncover expansion opportunities across new channels, markets, brands, and use cases and support Account Executives in closing them. Know your customers’ contracts and when changes to an existing contract are necessary
Application process
- Call with a Talent Partner: 15 mins
- Hiring Manager Interview: 30 mins
- Challenge Stage: 60 mins
- Final Interview with VP of Customer Success: 30 mins
Our take
In the rapidly evolving landscape of digital transformation and eCommerce, businesses are locked in fierce competition, elevating the significance of customer experience. This places considerable strain on customer support teams to deliver exceptional services while managing costs. The solution to this challenge lies in AI-powered digital support automation.
Ultimate provides a no-code automation platform capable of automating up to 60% of support workloads. With a focus on NLP-powered technology, Ultimate has given itself a strategic edge. Its conversational AI is available in 109 languages, consistently positioning the company as a top contender in G2.
The onset of 2022 markets a string of successes for Ultimate, including a record-breaking first half, the appointment of a global customer success executive, and ongoing product innovation. Impressively, the company achieved a 166% growth in new brand partnerships year-on-year, securing major deals with influential names like Zoopla, Get Your Guide, iCard, and Conekta. Now the company is focused on expanding its presence in the US, while also securing even more strategic partnerships.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Dec 2020
$20m
SERIES A
Nov 2019
$3.5m
SEED
Total funding: $28.9m
Company benefits
- Scaled professional development: We're passionate about up-skilling our team and providing people with internal opportunities, so we all grow together
- Bespoke personal growth: Learn a new language, train for a marathon, take a coding course. Our personal development budget has you covered
- Flexible working: From office-lovers to homebodies, and anywhere in between, we encourage our team to work from their preferred location
Company HQ
Kreuzberg, Berlin, Germany
Leadership
Sarah Al-Hussaini
(Co-Founder & COO)An investment banker turned CX & AI expert, Sarah is passionate about diversity in tech and its power to create a better world. They were awarded Forbes 30 Under 30 in 2019.
Reetu Kainulainen
(Co-Founder & CEO)Reetu’s vision for Ultimate led tech giants like Maki Ventures and Techstars to back the fast-growing company. They are passionate about using AI to make CS agents’ careers more rewarding and joyful.
Jaakko Pasanen
(Co-Founder & CSO)As Ultimate’s Chief Science Officer, co-founder Jaakko leads the company’s in-house AI research unit in its mission to build the most powerful virtual agent platform for customer support.
Markus Rautio
(Co-Founder)Ever since they helped develop what would become Ultimate at a Helsinki hackathon, Lead Engineer Markus has been using their technical expertise to build products with meaning alongside his co-founders.
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