Customer Success Specialist, Ema
+ Performance-based bonuses
Universal AI employee
Job no longer available
Universal AI employee
21-100 employees
Job no longer available
+ Performance-based bonuses
21-100 employees
Company mission
To build the next-generation AI technology to empower every employee in the enterprise to be their most creative and productive.
Role
Who you are
- Relevant Experience: 5+ years in Customer Success, preferably in Enterprise SaaS
- Knowledge of AI: Familiarity with artificial intelligence technologies, concepts, and applications, with the ability to articulate their value proposition to potential customers
- Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey complex information and build rapport with diverse audiences
- Strategic Thinking: Strong analytical and problem-solving skills, with the ability to understand customer needs, identify opportunities, and develop tailored solutions to drive sales growth
- Negotiation Skills: Demonstrated ability to negotiate and close deals, with a keen understanding of pricing strategies, contract terms, and negotiation tactics
- Customer Focus: Customer-centric mindset with a commitment to delivering exceptional service and building long-term relationships with clients
- Adaptability: Ability to thrive in a fast-paced startup environment, with the flexibility to adapt to changing priorities, overcome challenges, and seize opportunities for growth
- A hustler's mindset with a strong sense of urgency and a bias for action
- You should be a self-starter who thrives in a fast-paced, results-driven environment
- Like to own and drive projects with a high bar on quality
- We will always love it if you take ownership of a problem and try to solve it without asking for permission
- Like to measure the impact of everything that you do and set and achieve aggressive goals
- Are willing to roll up your sleeves and get things done
- We don’t have manager roles at Ema - everyone is expected to do the work of an IC as well
- To get a better understanding of the culture at Ema, please read our values, operating principles and blogs
What the job involves
- Develop deep relationships with enterprise customers across various industries
- Understand customer needs, business goals, and challenges to align solutions effectively
- Serve as the trusted advisor and single point of contact for enterprise accounts
- Conduct regular business reviews to track KPIs, drive adoption, and showcase value
- Manage the onboarding process, ensuring smooth deployment and integration
- Train and educate customer teams on product usage, new features, and best practices
- Monitor product adoption and proactively address potential challenges
- Identify upselling and cross-selling opportunities to help customers expand their usage
- Manage renewals and reduce churn by addressing risks and advocating customer needs internally
- Collaborate with the sales team to drive account expansions and referrals
- Partner with technical support to resolve issues quickly and efficiently
- Escalate critical customer concerns to relevant internal stakeholders
- Act as the voice of the customer, providing product feedback and insights to the product team
- Opportunity to be the founding Customer Success Specialist with one of the industry’s leaders in the agentic AI space
- Track key metrics such as NPS, customer health scores, and renewal rates
- Maintain customer records, activities, and progress in the CRM system
Our take
Ema is looking to empower enterprises with universal AI employees. Essentially, these are AI agents built to support the work of other employees by taking on the most repetitive tasks - leaving real people to be more creative and productive.
As the use of automation explodes, businesses need ways to be more efficient and innovative in order to remain competitive. Ema supports this on both ends by taking away the work that can bog down employees and speeding up this work in the process.
Having raised substantial funds, the company is looking to further develop its proprietary tech that powers the AI employees. Ultimately, the agents will be configurable by enterprises so clients can fine-tune them to their needs, and employ them in any role in their organisation.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Jul 2024
$36m
SERIES A
Mar 2024
$25m
SEED
Total funding: $61m
Company HQ
SoMa, San Francisco, CA
Leadership
Surojit Chatterjee
(Co-Founder & CEO)Member of the Board of Directors at Meesho. Former Executive in Residence at Andreessen Horowitz, CPO at Coinbase, Board Member at Olive and VP at Google.
Souvik Sen
(Co-Founder & CTO)Was VP of Engineering at Okta and Engineering Lead (Data and ML, Privacy and Safety) at Google. They also worked as a Principal Research Scientist at Hewlett-Packard Laboratories.
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