The Role
Build and maintain customer success dashboards and reporting systems using data from CRM, support, AI platform, survey, and spreadsheet sources. Clean and unify datasets, track SLAs and KPIs, automate recurring reports, identify trends and root causes, and provide actionable insights to customer success leadership. Document data sources, metric definitions, and dashboard logic while partnering with analytics, product, engineering, and account teams.
Summary Generated by Built In
Your Career, our Future—Together.
What You'll Do
What You'll Bring
Workplace & Compensation
Ready to join something big? At SoundHound AI, we bring voice, generative, and conversational AI together to transform how people interact with products and services. From voice-enabled vehicles to food ordering and customer support, our multilingual, omnichannel technology already impacts hundreds of millions worldwide.
The OpportunityCustomer Success Operations Analyst is responsible for ensuring that customers have a positive experience with SoundHound products and services throughout the entire customer lifecycle. The primary goal of an Account Manager is to drive customer satisfaction, retention, and growth.
- Design, build, and continuously iterate a centralized CS command center/dashboard aggregating account health, SLA compliance, CSAT/NPS, escalation volumes, and delivery milestones across all managed accounts.
- Build and maintain dashboards (Power BI, Tableau, Looker, or equivalent — plus custom HTML/JS dashboards where needed) tailored to different audiences (executives vs. operational teams).
- Ingest, clean, and merge data from multiple sources (CRM, support/ticketing systems, conversational AI platform exports, survey tools, spreadsheets) into unified, trustworthy datasets.
- Define, track, and report on SLA/KPI frameworks (uptime, response time, resolution time, containment/escalation rates, CSAT) across a multi-tier client portfolio.
- Reduce manual reporting effort by building repeatable, automated report generation (scripts, templates, scheduled refreshes) rather than one-off manual pulls.
- Go beyond charts — identify trends, anomalies, and root causes in account performance data, and translate them into recommendations for CS leadership and account teams.
- Partner closely with Customer Success Managers, Analytics/Managed Services teams, Product, and Engineering to keep data definitions and reporting logic consistent and accurate.
- Maintain clear documentation of data sources, metric definitions, and dashboard logic so reporting stays auditable and easy to scale.
- 3–5 years of experience in Data Analytics, Business Intelligence, Reporting, RevOps, or CS/Sales Ops (ideallyvwithin SaaS, tech, or managed services).
- Strong hands-on experience with BI/visualization tools — Power BI, Tableau, Looker, or similar (Chart.js/custom HTML dashboards a plus).
- Advanced proficiency in Excel/Google Sheets (pivot tables, complex formulas, data modeling).
- Working knowledge of SQL for querying and joining data from multiple sources.
- Experience building or maintaining dashboards that consolidate multiple data sources into a single reporting view (a “command center,” ops cockpit, or executive dashboard).
- Comfort working with messy, real-world data (CSV/Excel/JSON exports) — cleaning, standardizing, and validating before reporting.
- Strong communication skills — able to translate data into a narrative that non-technical stakeholders, including client-facing leadership, can act on.
- High attention to detail and a bias toward data accuracy and validation before anything is shared externally.
[Replace with applicable location and workplace templated content below, and the compensation templated content below.]
This role is available in India and will be hired into Amelia Global Services, a subsidiary of SoundHound AI.
Let's Start the ConversationJoin SoundHound AI and collaborate with colleagues worldwide who are shaping the future of voice AI. Guided by our values—supportive, open, undaunted, nimble, and determined to win—we strive to build breakthrough AI experiences together.
We provide reasonable accommodations for individuals with disabilities throughout the hiring process and employment. To view our job applicant privacy policy, please visit https://static.soundhound.com/corpus/ta/applicantprivacynotice.html.
Discover more about our philosophy, benefits, and culture at https://www.soundhound.com/careers.
***Please beware of agency recruiters falsely stating that they represent SoundHound AI on job posts. Our job post above will note if we are utilizing a specific agency to assist with the search. Our recruiters use @soundhound.com email addresses exclusively.
Skills Required
- 3-5 years of experience in data analytics, business intelligence, reporting, revenue operations, or customer success/sales operations
- Experience in SaaS, technology, or managed services
- Hands-on experience with Power BI, Tableau, Looker, or similar business intelligence and visualization tools
- Advanced proficiency in Excel or Google Sheets, including pivot tables, complex formulas, and data modeling
- Working knowledge of SQL for querying and joining data from multiple sources
- Experience building or maintaining dashboards that consolidate multiple data sources
- Experience cleaning, standardizing, and validating CSV, Excel, or JSON exports
- Strong communication skills and ability to translate data into actionable narratives for non-technical stakeholders
- High attention to detail and commitment to data accuracy and validation
SoundHound Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SoundHound and has not been reviewed or approved by SoundHound.
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Healthcare Strength — Health coverage is described as comprehensive, including medical, dental, vision, life, and disability insurance for full-time employees. These core protections are consistently highlighted and are considered a strong part of the package.
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Equity Value & Accessibility — Equity is widely available through RSUs/stock options and an employee stock purchase plan with a look-back feature. Ownership opportunities are positioned as a key component of total rewards.
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Wellbeing & Lifestyle Benefits — Everyday perks such as catered lunches/snacks, team events, and wellness initiatives are part of the workplace experience. These lifestyle benefits add convenience and foster a sense of community in office settings.
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The Company
What We Do
At SoundHound Inc., we believe every brand should have a voice. As the leading innovator of conversational technologies, we’re trusted by top brands around the globe. Houndify, our independent Voice AI platform, with 70,000+ users, allows brands to create custom voice assistants that deliver results with unprecedented speed and accuracy. Our mission is to enable humans to interact with the things around them in the same way we interact with each other: by speaking naturally. We’re making that a reality through our SoundHound music discovery app and Hound voice assistant and through our strategic partnerships with brands like Mercedes-Benz, Hyundai, Deutsche Telekom, and Pandora. Today, our customized voice AI solutions allow people to talk to phones, cars, smart speakers, mobile apps, coffee machines, and every other part of the emerging ‘voice-first’ world. Our diverse team of engineers, UX/UI designers, writers, data scientists and linguists are all passionate about creating a world with more conversations. With more than 14 years of expertise in voice technology, we have hundreds of millions of end users, and a worldwide team in six countries building solutions for a voice-first world.
