Customer Success Director, Observe.AI
Strategic Accounts
$144-185k
+ Equity
Contact center software
Be an early applicant
Contact center software
201-500 employees
Be an early applicant
$144-185k
+ Equity
201-500 employees
Company mission
To enable brands to enhance their customer experience, with the power of contact center AI.
Role
Who you are
- 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
What the job involves
- We are seeking a Customer Success Director who will manage multiple Strategic Customers of Observe.AI
- Strategic Customers are those driving very large Annual Recurring Revenue and will also feature complex and large deployment in scale per customer
- 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 customer
- Providing key contributions to help grow and scale our Customer Success organization
Our take
Being stuck on the phone to customer service can be time-consuming and frustrating. Observe.AI aims to improve the experience with its Intelligent Workforce Platform. This transforms contact centers through AI by automating tasks and form filling, helping people find more information quicker.
Unconventionally, the company gained its footing by going directly to the call centres themselves, rather than the businesses they serve - providing valued call optimization tools to improve operatives' performance. It also supplies an analysis engine for cross-channel customer interactions, which enables users to find new revenue opportunities, employ effective coaching and improve quality assurance.
Observe.AI has raised huge amounts of funding, demonstrating the high levels of confidence in its market position and performance. A major technological and commercial partnership with Zoom, alongside the growing trend in businesses prioritising customer interactions, bodes well for the company's future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2022
$125m
SERIES C
Sep 2020
$54m
SERIES B
Total funding: $223.2m
Company benefits
- Excellent medical, dental, and vision insurance options
- Flexible PTO
- Generous holiday (federal and wellness) recognition and parental leave policies
- 401K plan to save for your future
- Remote benefits including a daily meal stipend, WFH stipend, mobile & internet stipend to set you up for success in this remote environment
- Learning & Development fund to support you in your continuing education journey and professional development
- Fun events to build culture across the organization
Company HQ
Redwood Shores, Redwood City, CA
Leadership
Swapnil Jain
(Co-Founder & CEO)Previously completed an internship in Software Engineering at Google and worked at Twitter for 3 years, first as Senior Software Engineer and then as Technical Team Lead.
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