Senior Customer Success Engineer supporting customer outcomes across the Veeam Data Platform. Leading onboarding, optimization, and addressing customer churn risks.
About the role
- Technical Customer Success Manager supporting enterprise clients with AI integration and solutions in a fast-paced, dynamic environment. Fostering client relationships and ensuring optimal use of virtual agents.
Responsibilities
- Client Onboarding & Implementation: Educate customers about the company’s AI virtual agents and ensure they understand how to integrate them into their current support systems (e.g., chat, email, voice).
- Customization & Configuration: Work with the client to tailor the virtual agents to their needs, ensuring they align with the client's workflows, tone, and support objectives.
- Deployment Support: Assist with initial setup and deployment, ensuring that the virtual agents are integrated correctly across various communication channels (chat, email, voice).
- Technical Guidance: Provide technical assistance on integrating APIs, configuring conversation flows, training models, and troubleshooting any deployment challenges.
- Ongoing Customer Support & Troubleshooting: Be the first line of contact for troubleshooting issues related to the virtual agents, working to resolve technical problems promptly.
- Client Relationship Management: Serve as the primary contact for all technical matters related to the client’s use of virtual agents.
- Client Advocacy: Advocate for the client’s needs internally, ensuring the virtual agent solution is evolving according to their business goals.
- Product Training, Education, and Knowledge: Lead or coordinate training sessions for client teams, helping them understand how to manage and optimize virtual agents.
- Performance Monitoring & Reporting: Regularly review key performance indicators (KPIs) like response accuracy, customer satisfaction, response times, and conversion rates.
- Strategic Planning & Account Growth: Understand the client’s business goals and proactively suggest how the AI virtual agents can be leveraged to meet those objectives.
- Documentation, Best Practices, and Change Management: Develop and maintain clear technical documentation, including guides, FAQs, and troubleshooting resources.
Requirements
- More than 6+ years of experience in a Technical Customer Success or Technical Account Management role within a B2B, SaaS environment
- Self-assured, self-starter with proven ability to work in a fast-moving startup culture and a willingness to make quick judgments based on continuous prioritization and evolving customer needs
- Relevant consulting and project management experience is required, preferably in the SaaS environment.
- Good sense of curiosity with a genuine desire to learn, think with agility, and apply learnings in new situations
- Stellar written and verbal communication tailored to the persona
- Proven track record in building strong relationships with VP and C-Suite management in the customer portfolio
- Strong sense of technical knowledge, working knowledge of APIs, and managing integrations
- Familiarity with customer relationship management (CRM) software and support platforms (e.g. Zendesk, Salesforce, FreshDesk)
- Must be willing and able to travel up to 20-30% of the time in response to customer needs, with all necessary travel documents maintained and current
- Prior work experience with Chat, Email, Voice AI solutions or Agent Desk solutions is preferred but not required
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
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Senior Customer Success Engineer managing Veeam Data Platform for client success and technical solutions. Leading customer onboarding, adoption, and monitoring of resilience and risk management.
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