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Technical Customer Success Manager

3 weeks, 6 days ago
Canada
Full-time
Senior
Technical Account Manager
Customer and Technical Support
CRM Machine Learning NLP Salesforce
Apply Now
Netomi

Netomi

Netomi is an AI-first customer service platform revolutionizing customer support with industry-leading resolution rates and multilingual support.

IT Services
51-250
Founded 2015
$52M raised
View All Jobs 34

Description

  • Guide customers through onboarding and implementation of AI virtual agents across chat, email, and voice channels.
  • Customize and configure virtual agents to match client workflows, tone, and support objectives.
  • Provide deployment support, including API integration, conversation flow setup, model training, and troubleshooting.
  • Serve as the first point of contact for technical support issues and coordinate escalations to internal teams when needed.
  • Monitor customer environments and system performance, identify risks, and recommend preventive actions.
  • Manage client relationships as the primary technical contact and advocate for customer needs internally.
  • Lead or coordinate customer training sessions and ensure knowledge transfer so client teams can operate the system independently.
  • Review KPIs and performance data, generate reports, and recommend optimizations to improve AI outcomes.
  • Collaborate with product, engineering, data science, and support teams to resolve issues and share customer feedback.
  • Support account growth through quarterly business reviews, expansion opportunities, feature rollouts, and change requests.

Requirements

  • More than 6 years of experience in a Technical Customer Success or Technical Account Management role in a B2B SaaS environment.
  • Relevant consulting and project management experience, preferably in SaaS.
  • Strong technical knowledge with working knowledge of APIs and integration management.
  • Familiarity with CRM software and support platforms such as Zendesk, Salesforce, or FreshDesk.
  • Proven ability to build strong relationships with VP- and C-suite-level stakeholders.
  • Stellar written and verbal communication skills tailored to different audiences and personas.
  • Self-assured, self-starter mindset with the ability to work in a fast-moving startup environment and make quick judgment calls.
  • Willingness and ability to travel 20-30% of the time, with current and valid travel documents.
  • Curiosity and a genuine desire to learn, think with agility, and apply new learning in evolving situations.
  • Prior experience with chat, email, voice AI solutions, or agent desk solutions is preferred but not required.

Interested in this position?

Apply directly on the company website

Apply Now

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