Open to Remote | Works in timezone | Sales Support

Description

Why Join?

Observe.AI is scaling fast, with its voice AI Platform being trusted by more than 150 customers and backed by Menlo Ventures, Next47, Ngp Capital, Scale Ventures, Nexus Ventures and Y-Combinator. The company is in a growth phase (hyper!) and industry (AI) that is highly appealing to prospective candidates in this competitive hiring market.

They take pride in being a People-First culture that thrives in autonomy, growth and creative thought leadership. They value personal development, working smart, and humble collaboration.

Your Mission:

The Senior Engagement Manager will own the post-sales relationship for strategic customers and be responsible for the success and adoption of the Observe.AI platform. Key tasks include supporting new program implementations, delivering virtual/onsite business reviews, and providing data-driven program insights. The Senior Engagement Manager will need to quickly learn and understand the customer’s business objectives and coordinate with internal teams to deliver successful program rollout and user engagement. A successful candidate should have strong project management and communication skills.

You Can Expect To:

  • Drive process change and product adoption through change management, executive level relationships, project management, and training enablement
  • Monitor customer health across the customer journey and taking data driven actions to influence the right behavior
  • Conduct Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value
  • Advocate for customer needs and educate them on adopting new features as product enhancements are released
  • Lead a customer program team through a multi-phase implementation involving business discovery, technical setup, and user training
  • Manage multiple customer projects simultaneously
  • Manage a team of analysts to deliver client services
  • Communicate project status, issues, and risks while escalating effectively as appropriate
  • Drive urgency and action into the project timelines, internally and externally
  • Collaborate internally and externally to solve pain points and create new service offerings
  • Partner with Sales teams to manage scope and client expectations

Is This You?

  • 8+ years of experience working with SaaS customers in a post-sales capacity, managing client onboarding and/or ongoing customer success for strategic clients (large, enterprise-scale)
  • Comfortable in user-centered communications and facilitating technical problem solving
  • Uphold high standards for driving clear deliverables, stakeholder management and project management
  • Proficiency in coaching and facilitation skills
  • Demonstrable analytical, problem-solving, and time management skills
Apply
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