We are looking for a balanced Customer Success Manager who is both technically as well as commercially inclined. You are to manage high-stake client relationships in ambitious data production projects for Generative AI. As the AI landscape evolves on a daily basis, projects are executed nimbly (projects are led by Solution Engineers). Your role as a Technical CSM is to be in the know of what’s happening to effectively manage client expectations, maintain transparent communication (both internally and externally), escalate and de-escalate issues, and overall maintain a sustainable commercial relationship with the client.
The role requires sound understanding of AI technologies, enthusiasm to own high-stake customer relationships, and great communication skills. You’ll be working with a Product that evolves constantly to redefine the AI industry.
- Serve as the primary point of contact for client throughout project implementation lifecycle, ensuring clear communication, alignment of expectations, and overall satisfaction
- Serve as relationship manager to executives on client’s side
- Act as point of escalation for the delivery team, escalate and de-escalate issues as commercial owner of relationship, pulling in resources such as Product where required
- Ensure on-time project delivery by identifying risks throughout execution
- Facilitate regular meetings and status updates with clients and internal stakeholders to address issues promptly, review progress, and make informed decisions
Role interactions
- Client: AI/ML product managers, data scientists, project managers who are building generative AI products, they are the source of requirements and they give final acceptance of project deliverables
- Client: Executive sponsors of projects
- Solution Engineers: they are the lead of delivery
- Supply managers: they coordinate the resources required to fulfill work e.g. domain experts, copywriters, translators
- Account Executives: they negotiate commercial terms, which drive high-level project requirements and deliverables, they hand over clients to CSM once contracting is done
- 3+ years of relevant experience in client-facing roles for technical products
- Strong technical acumen to understand technical solutions
- Ability and inclination to commercially own relationships with high-profile clients
- Resourcefulness to work with “Product” that is not defined
- Strong verbal & written communication skills
Preferred:
- Experience in Data Science / AI / ML
- Experience in technical Sales / Account Management / relationship management roles
- Experience in technical project management / consulting
2 applies
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