Customer Success Manager
SewerAI
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See open jobs at SewerAI.See open jobs similar to "Customer Success Manager" Burnt Island Ventures.Administration
Remote
Posted on Tuesday, March 26, 2024
Who We Are
SewerAI is transforming the way cities maintain their infrastructure by utilizing massive amounts of data to train and develop AI/ML tools to accelerate and improve the quality of sewer condition assessment.
This particular role will be focused solely on MH (manhole/maintenance hole) condition assessment of vertical underground structures. We are looking for an experienced condition assessment and data analyst with current NASSCO MACP certification to join our growing engineering organization to assist with execution of condition assessment services on projects, and to perform tasks related to improving our artificial intelligence models
Summary:
The Customer Success Manager (CSM) is a customer service champion. They ensure customer satisfaction and drive successful adoption of our data management platform and on-truck software. The CSM is responsible for providing exceptional technical and operational support. They build a strong relationship and understanding of each customer’s unique environment to empower our customers’ ability to improve work processes and increase revenue.
Essential Functions and Key Accountabilities:
● Serve as the primary point of contact for customer inquiries and support needs via chat, email, and virtual meetings.
● Respond to support requests within SLA while maintaining the highest quality of service.
● Understand customer goals, challenges, and requirements to provide tailored solutions that apply to their unique business needs.
● Provide ongoing training and guidance to customers to drive successful adoption and effective usage of our solutions.
● Monitor customer health and metrics, taking proactive measures to address any issues or concerns.
● Collaborate with cross-functional teams to ensure timely and effective resolution of technical and operational issues.
● Stay updated on industry trends and product updates to effectively support customers and help inform their technology decisions.
Knowledge, Skills, and Abilities
● Previous experience in a customer-facing role, preferably in customer success technical support.
● Excellent communication and interpersonal skills.
● Experience troubleshooting common IT problems such as OS, hardware, and networking.
● Experience providing remote technical support with tools such as TeamViewer, Bomgar, etc.
● Strong problem-solving and analytical abilities.
● Able to effectively discuss, translate, and describe complex topics with both technical and non-technical audiences.
● Operational acumen – able to relate business needs with technical solutions.
● Demonstrated ability to be a champion of customer service.
● Familiarity with the water infrastructure industry is highly preferred.
Location & Hours
This position is 100% remote / WFH
Hours: Monday through Friday, 8:00AM to 5:00PM Pacific Time
Equal Employment Opportunity Employer
This job is no longer accepting applications
See open jobs at SewerAI.See open jobs similar to "Customer Success Manager" Burnt Island Ventures.