Customer Success Manager, Ultimate
Mid-Market
Conversational AI customer service builder
Job no longer available
Conversational AI customer service builder
201-500 employees
Job no longer available
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, Sales, Solutions Consulting, or related roles in a SaaS company
- You have a successful track-record of managing medium-size customers with complex technical solutions in a high-touch B2B environment
- You’re a product champion with experience learning, demoing & enabling customers in product features, integrations, capabilities & best practices
- Technical problems excite you. You regularly liaise with technical teams, both internally and externally, are driven to troubleshoot, discover solutions and communicate technical concepts effectively
- 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 to upsell products and services
- A knowledge of CRM tools like Zendesk, Salesforce, Freshchat is a plus
- You speak English fluently, a second language is a bonus
What the job involves
- As Ultimate’s Mid-Market Customer Success Manager you will be leading on the onboarding, growth and expansion of our virtual automation agent
- Serve as the primary point of contact for 15-20 mid-market customers in both the implementation and growth phases of their automation journey
- Be a product expert, staying up-to-date on new features, continuously leveraging product knowledge to deliver maximum value for the customer, and collecting feedback to drive continuous improvement
- Excitedly jump into technical problems, troubleshoot issues with the customer and work proactively to find creative solutions
- Accelerate product adoption by working closely with frontline support teams, providing proactive product training around best practices in AI and Conversation Design, and acting as a strategic consultant as they implement and improve their solution
- Define clear goals and KPIs for success with the customer and develop retention strategies focused on monitoring, reporting and delivering against them
- Ensure a communication cadence with the customer including tactical support via Slack, email and weekly check-ins, and strategic Quarterly Business Reviews
- Proactively identify revenue expansion opportunities across new channels, markets, brands, and use cases
- Drive customer evangelism, securing case studies and reviews
- Coach customers to be product experts and train their teams on best practices so they become increasingly self sufficient
Application process
- Call with a Talent Partner: 20-30 mins
- Hiring Manager Interview: 30-45 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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