What are the responsibilities and job description for the AI Digital Customer Success Specialist position at BravoTech?

AI Digital Customer Success Specialist

As an AI Digital Customer Success Specialist, you will be responsible for embedding AI digital products and tools that delight internal associates. Your role will involve supporting marketing leaders with their daily go-to-market operations by being a subject matter expert of AI digital products. You will be providing support, and performance analysis of AI digital products within an evolving world class sales and marketing organization.

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Job Responsibilities : (Primary Duties, Roles, and / or Authorities)

Go-to-Market Management and Launch 50%

Digital product expertise and launch excellence : Support marketing leaders with their daily go-to-market operations ensuring user needs are met to achieve adoption rates.
Manage digital product go-to-market operations by coordinating product demos, scheduling, and support
for internal associates using new AI digital products.
Coordinate business operations activities by leveraging enterprise product model processes for demand intake, shaping of business cases, prioritization and capacity planning.
Work with technology, marketing, business, and operations partners to address gaps, document product issues, and timely provisioning of product access.
Contribute to testing execution : Participate and contribute to testing initiatives to validate product functionality that incorporates user feedback.

Training and Support 25%

Conduct training sessions to ensure effective use of digital products by delivering comprehensive hands-on training programs that enhance user proficiency with the tools, resulting in increased associate productivity and satisfaction.

Support and onboarding : Develop and manage an onboarding program that addresses product access inquiries, ensuring associates feel valued and supported, while monitoring (and working with communications teams) internal communication channels for post-onboarding issues.

Performance Analysis and Insights 25%

Input & analyze digital product data (source user data, web tracking, application metrics) aligned with enterprise engagement and reporting metrics.

Curate and analyze timely product interaction / adoption metrics

o Analyze user trends and feedback to forecast digital product demand, communicating ongoing improvements to effectively meet user needs.

o Work with enterprise product engineering and data and analytics teams to analyze product interaction and adoption metrics that offer meaningful, actionable insights that drive product enhancements and overall user satisfaction.

Qualification

Education : BS degree or greater (or equivalent experience launching products)

Experience :

2-4 years of practical experience in technology, successfully delivering products from concept to launch, with a focus on enhancing customer experiences to drive retention and success.

Strong communicator experienced in communicating all aspects of product development

Culture of continuous learning, process improvement, combined with a background in customer support, training, and onboarding

Deep understanding of product adoption KPIs and user interaction metrics to identify product utilization gaps and opportunities

Proficient in conducting in-depth requirements gathering, retrospectives, and / or daily stand-ups

Experience in managing digital products and services

Skills :

Deep understanding of interconnected relationships between product design, development, go-to-market strategy, and launch excellence, including engagement metrics analysis

Strong analytic skills with the ability to analyze large datasets to extract insights that influence and inform AI development

Proficient in understanding practical applications of artificial intelligence, not just theory

Problem solver helping to identify and resolve issues in a timely manner

Industry experience in biotech, pharma, med tech or health tech / digital health is preferred, but not required

Agency background desirable with intake and operation model experience including job or task creation, planning and prioritization

Speaks clearly and persuasively demonstrating group presentation skills. Conducts productive planning, execution, and retro meetings.

Agile certification is a plus

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AI Digital Customer Success Specialist

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