Senior Customer Success Manager, Ushur
$115-130k
Plus bonus and equity
More information about location
AI-powered customer experience automation
Be an early applicant
AI-powered customer experience automation
201-500 employees
Be an early applicant
$115-130k
Plus bonus and equity
More information about location
201-500 employees
Company mission
Ushur's mission is to transform every customer journey through cutting-edge technology that brings companies closer to their customers.
Role
Who you are
- The ideal candidate for this role will possess strong relationship building and project management skills and a laser focus on positive customer outcomes
- 7–8 years of Customer Success Manager experience in SaaS companies, specifically within the healthcare, insurance, or financial services industries (must have)
- 5–7 years of Customer Success experience managing multiple complex 7–8 figure annual contracts (must have). 10+ years of Technical Implementation Project Management experience (must have)
- Self-starter with a can-do, problem-solving attitude
- Experience as a Solution Engineer or Delivery Manager is highly preferred
- Experience with workflow automation products and AI/ML is highly preferred
- Collaborate with clients to develop and build a detailed technical project scope and plan to monitor and track progress
- Coordinate internal resources for flawless execution of multiple projects and timely delivery
- Track project performance through the use of data and analytics
- Expertise in dealing with significant change at senior business and IT levels (preferably dealing directly with VP or C-Level Executives)
- Proven effectiveness at leading and conducting executive reviews, training sessions, meetings, and workshops (often remotely)
- Passion for technology and for being a part of a fast-growing SaaS startup where we move quickly and wear many hats
- Flexible approach, able to operate effectively with uncertainty and change
What the job involves
- The Customer Success team at Ushur is responsible for driving adoption and value realization for Ushur customers
- As a Senior Customer Success Manager at Ushur, you’ll be managing a few of our largest Enterprise clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio
- Be the primary post-sales point of contact for assigned customers. This role will collaborate closely with the sales account executive and the solution engineer to form a team that supports customers through the entire customer lifecycle including adoption, renewal and expansion
- Map customer processes to Ushur’s capabilities and data model
- Manage POC process and delivery
- Manage customer onboarding and partner with other internal team members (solution engineering, product, engineering, sales, etc.) as needed to ensure time to value goals are achieved
- Monitor key customer success metrics to ensure that Ushur is driving results and helping customers achieve their goals
- Provide proactive guidance to key users, encourage adoption, and assist with product update education
- Coordinate with customer executive sponsors and procurement teams to schedule kickoff meetings, facilitate training sessions, help with strategic goal setting, identify potential expansion opportunities, and support the renewal process
- Develop an ongoing relationship with executive sponsors and champions at customers and become their advocate internally at Ushur
- Gather product feedback, conveying this to Product, Sales and Engineering teams
- Identify opportunities for customers to act as Ushur industry advocates (e.g. testimonials, case studies)
- Contribute to fostering a company-wide culture of Customer Success
- Travel to visit clients on site as needed (especially during the onboarding process) to provide support, build relationships with key users, and develop expansion strategies with your accounts
Our take
A positive customer experience is essential to prevent sales friction and boost revenue as a business, but managing every client interaction can be tough. Whilst automation technology can help reduce this workload, existing solutions generally tackle either front-end customer service or back-office automation, isolating the processes from each other despite both being automatable.
Ushur provides an AI-powered customer experience automation platform, providing no-code tools that can help businesses automatically interact with customers and boost conversion rates at scale. In addition to handling the end-to-end customer acquisition and onboarding process, the platform also includes functionality for the automation of back-office process handling whilst maintaining compliance with HIPAA, GDPR, and other major privacy regulations.
Whilst the plethora of specialized customer experience solutions on the market presents challenges to the company, Ushur's unification of front-end and back-end automation allows it to stand out. When combined with its no-code approach, the company claims it can greatly reduce time spent on manual sales processes, whilst ensuring customer experiences are frictionless and data is handled professionally. Impressive 2023 funding will enable it to expand its experience automation portfolio, develop its AI, and expand into new regions and verticals.
Freddie
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Feb 2023
$50m
SERIES C
Feb 2021
$5m
SERIES B
Total funding: $92m
Company benefits
- 100% covered, top-of-the line health benefits for all employees
- Flexible work hours, potential to work remotely, and easy parking at the office
- Supportive and collaborative work environment that promotes a culture of learning
- We empower our team members to innovate and do the extraordinary
Company HQ
Santa Clara, CA
Leadership
Simha Sadasiva
(CEO)Previously Principal Engineer at Clearwater Networks and Senior Director of Session Delivery Network Solutions at Dialogic, Inc.
Henry Peter
(CTO)Previously Product Architect at Dialogic, System Architect at Veraz Networks and Systems Engineer at Lucent Technologies.
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