Customer Success Manager, Verbit
AI-based transcription & captioning services
Job no longer available
AI-based transcription & captioning services
1001+ employees
Job no longer available
1001+ employees
Company mission
Verbit's mission is to make the world a more accessible and inclusive place.
Role
Who you are
- 3+ years’ experience in Technical Account Management, Professional Services or Customer Success positions (Preferably in SaaS)
- Relevant BA/BS degree and/or relevant work experience
- A proactive problem-solver, multi-tasker that can perform effectively under pressure
- Ability to understand customer requirements, and tailor-fit product capabilities accordingly
- Technical orientation - a must
- Positive work ethic, ambitious and passionate attitude
- Strong quantitative and analytical skills
- Great presentation skills
- Excellent verbal and written communications skills
- Comfortable with conducting business via phone and email
- Some travel may be required
What the job involves
- We’re currently looking for a goal-oriented, driven and passionate Customer Success Manager, to become a key player on our Customer Success team
- Working closely with the Account Manager on assigned customers to increase adoption, ensure retention and long-term customer success
- Ensuring customers are continuously gaining business value from our solutions using a combination of personal touch, digital communications, and self-serve resources where applicable
- Responsible for onboarding new customers, communicating product value proposition, and driving platform adoption and retention
- Own the success and well-being of assigned customers, ensuring they achieve their goals with Verbit’s products and services by creating and achieving short and long-term objectives
- End user training tailored per customer needs on current and new services
- Monitoring of current usage to ensure upward trend, bi-weekly/monthly reporting to be distributed to relevant parties to help inform account planning and strategy
- Maintaining customer escalation process internally; including leading customer satisfaction get well plans where risk of churn, including root cause analysis and lessons learned
- Responsible for the on-boarding process for customers from the moment the purchase was made until the time the customer successfully launches & uses Verbit services
- Set the right customer expectations and ensure the onboarding is completed on time and within the scope
- Ability to manage & coordinate internal resources such as product, R&D, support & operations to meet customer needs
- Forecast the customer usage based on strategic discovery discussions with the customer
- Participate with team in quarterly webinars and trainings, provide content and deliver on those sessions
Our take
Verbit is looking to revolutionize the captioning and transcription industry with AI technology. Audio files are uploaded for AI-guided processing, then edited and reviewed by freelancers for results that deliver over 99.9% accuracy. Many rival products level out at 95%.
Demand for voice-recognition capabilities is growing as new applications are found across growing industries like healthcare and banking. Additionally, with more industries than ever digitizing, a product that can reliably deliver near-perfect results at speed and scale has a huge market appeal.
In 2021, Verbit raised two substantial funding rounds which have been invested in product development and its vertical and geographical expansion through acquisitions. Verbit purchased three companies within a year including Take Note, a UK-based company, which has increased its presence in Europe.
Going forward, continued aggressive product refinement and strategic acquisitions will prove vital in an area teeming with big-name rivals such as Amazon, Microsoft, and Google. Currently, Verbit’s accuracy and efficiency set it apart, and it will need to maintain this edge.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Nov 2021
$150m
SERIES E
Jun 2021
$157m
SERIES D
Total funding: $432.1m
Company benefits
- Work from home opportunities
- Medical Dental & Vision Insurance
- Life and AD&D Insurance
- Short Term and Long Term Disability
- Paid Time Off
- 401k
Company HQ
Garment District, New York, NY
Leadership
Tom Livne
(CEO & Board Member)MBAs from Israel Institute of Technology and Yale School of Management. Founded AppInsight in 2015 and has also been a Board Member & Investor at Convexum.
Salary benchmarks
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