Technical Implementation Customer Success Manager
Location: US – Remote
Neuron7.ai is a fast-growing SaaS company with category defining AI solutions for customer service, backed by top VCs and a stellar list of angel advisors/investors with incredibly quick traction in the marketplace. Neuron7's AI-powered Resolution Intelligence helps enterprises make accurate service decisions, at scale, by analyzing structured and unstructured data to diagnose and resolve issues in seconds. Neuron7 helps service leaders deliver on crucial metrics like first call resolution, turn-around-time, and margins in complex service environments such as high-tech devices, manufacturing, medical devices, and more. https://www.neuron7.ai
We are looking for talented and driven individuals to join the high-impact customer success team at Neuron7.ai. As a Customer Success Specialist, you are the first point of contact for our customers to learn about, implement, and then benefit from our AI powered Resolution Intelligence products. The role involves closely working with customers’ service leadership teams, internal engineering teams, infrastructure teams, sales teams, and collaboration with the rest of customer success team.
This role needs you to switch hats based on the need of the hour:
Program Manager / Solution: Manage customer onboarding and N7 product/platform fitment into customers’ environment in collaboration with internal teams.
Help customers realize RoI from their CRM technologies integration with Neuron7: regular cadence with program team, steering teams, work through the change management tasks etc.
Wear a sales hat in contract renewals and support upsell/cross-sell cycles
Be an advocate of translating customers’ needs to the N7 engineering team for new product requests/enhancements
Responsibilities:
You are the first point of contact for our global customer base
You will lead:
The customer on-boarding process with optimized solution
Integration of their CRM systems with Neuron7 products
Data integration steps with engineering teams
Collaboration with customer PM for change management activities
Development of training content
Definition of RoI metrics and other KPIs related to usage, user adoption, and accuracy.
Find solutions for customer service challenges with/without using AI / NLP technologies and provide ideas / enhancements to Neuron7 core product team
Develop long-term relationships with customer leadership, key stakeholders to ensure contracts are renewed and able to upsell / cross-sell of Neuron7 products in collaboration with sales teams
Learn the new AI / NLP products / features as they are released and showcase demos to customers
Develop templates / models and train new customer success team members as needed
Qualifications:
Proven CSM experience with SaaS product companies, preferably in AI space.
5 to 8 years’ experience in handling mid to large enterprise level integrated programs, collaboration with multiple teams etc.
Data-driven to track metrics, build credibility with internal and customers leadership teams.
Experience managing / tracking deadlines with highly energetic globally distributed teams.
College degree in Technology / Business Management
Experience with end-to-end CRM implementations using SFDC, ServiceNow, MS Dynamics, Oracle CX etc. is nice to have
What We Do and Value:
At Neuron7.ai, we prioritize integrity, innovation, and a customer-centric approach. Our mission is to enhance service decision-making through advanced AI technology, and we are dedicated to delivering excellence in all aspects of our work.
Company Perks & Benefits:
💰 Competitive salary, equity
🤕 Paid Time-off
🏥 Comprehensive health insurance.
🍼 Paid parental leave.
🏡 Flexible hybrid work.
Our Commitment to Diversity and Inclusion:
Neuron7.ai is committed to fostering a diverse and inclusive workplace. We ensure equal employment opportunities without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital status, or any other characteristic protected by law.
If you’re excited about creating exceptional user interfaces and want to be part of a forward-thinking team, we’d love to hear from you!
Skills Required
- Proven CSM experience with SaaS product companies, preferably in AI space.
- 5 to 8 years' experience in handling mid to large enterprise level integrated programs
- Data-driven to track metrics
- Experience managing deadlines with globally distributed teams
- College degree in Technology or Business Management
- Experience with end-to-end CRM implementations using SFDC, ServiceNow, MS Dynamics, Oracle CX
What We Do
Neuron7 helps customer and field service teams diagnose and resolve complex issues in seconds. The Neuron7 AI platform works with existing customer service systems and a company’s entire body of structured and unstructured service data to help agents, technicians, bots, and self-service portals diagnose and resolve any issue instantly, accurately, and more profitably. Groundbreaking AI and Natural Language Processing (NLP) technology unlocks tribal knowledge so that all service team members perform like experts. Neuron7 is headquartered in San Jose, CA, and backed by Nexus Venture Partners and Battery Ventures.
