Location: New York,NY, USA
Description
We are seeking a dynamic and experienced Senior Customer Success Manager to lead and manage relationships with our high-profile, Fortune 500 clients. This role is critical in ensuring client satisfaction, successful implementations, and driving the adoption of our cutting-edge AI solutions. If you thrive in a fast-paced startup environment and have a passion for innovation and client success, we want to hear from you.
About Us
aiOla is a high-growth, product-led SaaS startup backed by $33 million in funding from premier investors such as New Era Capital Partners and Hamilton Lane. Our mission is to revolutionize efficiency, intelligence, collaboration, and safety in the industrial sector through our proprietary speech-powered AI technology. Our team spans the US and Israel, bringing together experts in Product, Data Science, Data Engineering, Analytics, Marketing, and Customer Success. At aiOla, we thrive on innovation, collaboration, and a commitment to excellence. We are seeking forward-thinking professionals passionate about pushing the limits of AI and making an impact.
This is a remote position open to applicants based on the US East Coast.
Requirements
* Bachelor's degree in Business, Computer Science, Engineering, or related fields; advanced degrees or certifications (PMP, Agile, Lean, Six Sigma) are a plus.
* 5+ years of experience in Customer Success, Project Management, or Program Manager roles, preferably within the AI or tech sectors.
* Proven success managing high-profile client relationships, particularly Fortune 500 clients.
* Experience with AI technologies or working in AI-focused companies is highly desirable.
* Demonstrated ability to manage large-scale implementation projects and deliver on tight deadlines.
* Technical Orientation: Basic understanding of AI technologies and data science principles, with the ability to communicate technical concepts to non-technical audiences.
* Exceptional communication, presentation, and interpersonal skills to build rapport and establish trust with clients.
* Strong organizational skills with the ability to manage multiple projects simultaneously.
* Problem-solving skills with a proactive and creative approach to challenges.
* Team-oriented with a collaborative mindset and positive attitude.
* Fluent in English; additional proficiency in French is a plus.
Responsibilities
* Client Relationship Management: Develop and maintain trusted, strategic relationships with high-profile clients, particularly Fortune 500 companies, ensuring their ongoing satisfaction and success.
* Client Onboarding: Oversee the onboarding process, guiding new clients through product setup, demonstrations, and training. Develop and deliver custom onboarding materials to ensure smooth integration.
* Implementation Project Management: Build and maintain project plans with clear timelines and deliverables. Coordinate with Product, R&D, and Data Science teams to ensure successful implementation and deployment.
* Client Workshops: Design and lead workshops and trainings with key clients to demonstrate our AI capabilities, present case studies, and brainstorm tailored implementation ideas.
* Client Engagement: Serve as the primary point of contact for clients, addressing questions, issues, and feedback promptly while fostering long-term, trust-based relationships.
* Success Tracking: Establish and monitor KPIs to measure client outcomes and product effectiveness. Conduct regular reviews of client data to identify improvements, anticipate challenges, and escalate issues when needed.
* Product Feedback Loop: Collect and relay client insights to the product team, contributing to product updates and enhancements that reflect client needs. Communicate new features to clients and prioritize their feedback.
* Reporting: In collaboration with our data analysts, create detailed reports on client progress, highlighting metrics, successes, and areas for improvement. Share insights with stakeholders, including executive management, to drive strategic decisions.
* Problem Resolution: Proactively identify and resolve client issues, implementing creative solutions to mitigate risks and ensure satisfaction.