Technical Customer Success Manager, Netomi
Salary not provided
Salesforce
Zendesk
Freshdesk
Senior and Expert level
Remote in Canada, US
Customer service automation
Open for applications
Customer service automation
201-500 employees
B2BArtificial IntelligenceCustomer serviceSaaSAutomation
Open for applications
Salary not provided
Salesforce
Zendesk
Freshdesk
Senior and Expert level
Remote in Canada, US
201-500 employees
B2BArtificial IntelligenceCustomer serviceSaaSAutomation
Company mission
To enable companies to build deep engagement in this new era with conversations that are emotional, empathetic, intuitive, and on brand.
Role
Who you are
- We seek intelligent, self-motivated individuals who excel in a dynamic and uncertain environment that demands a high level of personal responsibility, initiative, and dedication
- A solid technical background and a curiosity to deepen your knowledge in the AI sector are essential
- You should be passionate about our product, eager to learn, and devoted to serving our expanding customer base
- 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
What the job involves
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
Our take
Customer service plays an essential role for any organisation wanting a long term and profitable business. It’s a critical differentiator and catalyst for customer loyalty, with the majority of consumers saying that bad customer service experiences have caused them to switch brands or service, or back out of a purchase.
Netomi provides companies with a convenient, intelligent and cost effective way to facilitate the best customer interactions on email, chat and mobile. Its conversational AI system allows businesses to activate, manage and train AI to automatically resolve customer issues, operating more effectively than classic AI chatbots.
Netomi is the market leader in AI-first customer experience, and, with the value of the chatbot market rapidly increasing, it has the space to grow. The company has also seen good investment which is allowing it to increase headcount and continue scaling its operations.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Top investors
-8% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Nov 2021
$30m
SERIES B
Mar 2019
$10m
SERIES A
Total funding: $47.3m
Company benefits
- Flexible work environments
- Educational / professional development opportunities
- Equity opportunities
- 401K plan
- Snacks, breakfast and a daily catered lunch
- Work from home opportunities
- Health insurance
Company values
- We love what we do - Genuinely. We take ownership. We lead. We obsess over our clients. We push ourselves and our team because we can always do better
- Empathy drives us - We’re people-oriented. We do everything to create a positive impact for our customers, their customers and our colleagues
- We’re comfortable being uncomfortable - We’re pushing boundaries. We’re tackling old business issues with rapidly-evolving technology. It’s uncharted territory, and we love that
- Grit is our watchword - Startup life isn’t always easy. We persevere, creatively problem solve and grow from adversity because we believe wholeheartedly in the work that we are doing
- We lead by example - We walk the talk of servant leadership to make Netomi an empowering place to work every day through our actions
- We’re inclusive - We believe diversity is critical to our success and inclusion is a core part of our company culture. We value and celebrate the differences that make us unique
Company HQ
Hayward Park, San Mateo, CA
Articles
Leadership
Puneet Mehta
(Founder & CEO)Previously Senior VP of Engineering and Data Science at Citi, Software Engineer and Scientist at IBM TJ Watson Center and Vice President of Engineering at JPMorgan Chase.
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