Customer Success Manager

About the job

Velocity Tech has partnered with a leading AI-powered search platform provider that is revolutionising the way organisations access and leverage information. Their cutting-edge technology, powered by advanced natural language processing and deep learning, empowers businesses across industries to accelerate digital transformation, enhance productivity, and provide secure, contextual access to critical data.

Position: Customer Success Manager

Role Overview:

Velocity Tech is seeking a dynamic Customer Success Manager to join the customer-facing team of our partner, a leader in AI-powered search and Generative AI solutions. The successful candidate will play a pivotal role in fostering strong relationships with large enterprise clients, ensuring they derive maximum value from the innovative software and services offered. This role involves driving customer success through effective implementation, securing renewals, and identifying opportunities for account growth in collaboration with Senior Account Executives.

Key Responsibilities:

• Manage and nurture relationships with a portfolio of major North American enterprise accounts across industries such as pharmaceuticals, life sciences, manufacturing, and technology.
• Develop a deep understanding of each client's unique needs and business objectives, guiding them to leverage AI-driven solutions effectively.
• Design and implement customer engagement strategies, including adoption plans, value assessments, and Executive Business Reviews.
• Oversee seamless software implementation and manage the delivery of professional services.
• Create dashboards to identify growth opportunities and potential churn risks.
• Provide expert advice on best practices for software utilisation.
• Collaborate closely with solution engineering, support, and R&D teams to ensure customer satisfaction.
• Keep clients informed about product roadmaps and relay customer feedback to internal product teams.
• Stay current with industry trends, competitive landscapes, and advancements in AI and Generative AI technologies.

Qualifications:

• Exceptional communication, presentation, and listening skills.
• Strong understanding of technology architecture, AI ecosystems, and search technologies.
• Proven ability to build credibility with key stakeholders and decision-makers.
• Experience supporting Enterprise Search projects and advancing AI capabilities within organisations.
• Comfortable engaging with diverse stakeholders, from executives to IT professionals.
• Strong problem-solving and analytical skills with a focus on delivering business value.
• Proven track record in identifying new business opportunities and managing implementations.
• Bachelor's degree required.
• Knowledge of big data technologies and prior experience in account management, customer success, or consulting within enterprise software.
• Willingness to travel up to 25% of the time.

Benefits:

• Competitive compensation package
• Five weeks of vacation plus nine company holidays
• Fully paid 12-week parental leave
• Comprehensive wellness reimbursement programme
• Company-paid health benefits
• 401K with matching contributions
• Tuition reimbursement for continuing education
• Referral bonuses
• Team events and social activities
• Healthy office snacks and kitchen
• Charity donation matching programme
• Learning and development opportunities
• Commuter benefits
• Additional PTO for volunteering
• Mobile phone reimbursement programme