Exceed.ai Published: October 15, 2017
Job Type
Level of education
Undergraduate
Spoken Language needed
English
Level of Hebrew
Hebrew not required
Location of job
London
How many relevant years experience do you require for the role:
2 years

Description

* Please only apply to this position if you have a relevant work permit to work in the UK *

Join our team and experience Exceed.ai!
It's fun to work in a company where people truly believe in what they're doing. At Exceed.ai, we're committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun.

Job Description
Exceed.ai is the leader in conversational ui, enterprise-class, software-as-a-service (SaaS) solutions for marketing, sales and support. Our solutions combine the lower cost of ownership of SaaS with a modern approach to applications.

Customer Success Management (CSM) is Exceed.ai’s bridge between our Professional Services and Production Services teams. Members of CSM advocate on behalf of Exceed.ai customers and take a team based approach to keeping customers connected to Exceed.ai.

Our Customer Success Managers work directly with customers to enhance their overall user experience with Exceed.ai. The Customer Success Manager is responsible for overall customer wellbeing by monitoring customer health, producing customer programs, providing billable services, and acting as an escalation point for customer issues.

We are looking for people who have the magic combination of domain expertise, enterprise implementation project management experience, and customer management at a high level.

Responsibilities:
- Handling overall responsibility for managing the customer relationship.
- Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products.
- Acting as a liaison between product management and the customer with a focus on communicating the - Exceed.ai roadmap and how the roadmap will influence customer activities.
- Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
- Prioritizing and driving resolution on escalated customer issues.
- Promoting opportunities for two-way communication.
- Providing assurance and oversight to implementing customers regarding SaaS implementations and the Exceed.ai model.
- Monitoring and facilitating the customer’s adoption of our solution features and functionality with providing Exceed.ai with an understanding of their overall business needs as they relate to our products.
- Leveraging customer relationships as needed for prospect references.
- Keeping customers informed of the process and procedural changes.
- Become proficient in Exceed.ai's Implementation Methodology.
- Work with the client project manager and executive team to identify/resolve all issues that could impact satisfaction.
- Ensure the client takes advantage of Exceed.ai best practices.

Requirements

* Please only apply to this position if you have a relevant work permit to work in the UK *

- Customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels.
- Project management experience
- Proven ability to collaborate and build strong relationships with customers especially at the Executive level.
- Proven ability to engage across corporate functions (Professional Services, and Product Management).
- Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
- Bachelor degree required, at a minimum. Business or technical degree preferred.
- Consulting experience either as an internal consultant or with a consulting/software company.
- Excellent organization, time management, and communication skills.
- Service industry experience a plus.
- Ability to travel up to 25%
- Passion for customer service.
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