Open to Remote | Works in timezone West Coast | Sales Support

Description

Why Join?
Observe.AI, a leader in Contact Center AI, transforms customer experiences and improves agent performance by helping top brands analyze 100% of calls and streamline quality assurance workflows. With Observe.AI, businesses transcribe every call with high accuracy and coach agents while gaining full visibility into their customer service operations. Observe.AI brings the power of agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to modern contact centers and their frontline teams.

Founded by Swapnil Jain, Akash Singh, and Sharath Keshava Narayana in 2017, Observe.AI is led with action and innovation, a customer first mindset, and a culture of transparency.

Observe.AI is trusted by more than 150 customers and partners, including Root Insurance, Alcon Laboratories, Tripadvisor, and Pearson. Backed by Menlo Ventures, Next47, NGP Capital, Scale Ventures, Nexus Ventures, and Y-Combinator, Observe.AI’s headquarters is in San Francisco with an office in Bangalore, India.

Your Mission:

Drive process revamps and product solutions through change management, executive level relationships, project management, and training enablement.

You Can Expect To:

  • Monitor customer health across the customer journey and take data driven actions to influence the right behavior
  • Conduct Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value
  • Champion and own customer retention and partner with Account Managers on upsells
  • Advocate for customer needs and educate on adopting new features as we continue to enhance the product
  • Collaborate internally and externally to solve pain points for your customer

Is This You?

  • 10 years of experience owning clients in a CSM capacity for a SaaS solution, with proof of value add
  • You can tell us how you uncover your customer’s business needs, and align usage of your SaaS product knowledge to meet those needs
  • Eager to learn, try new things, and take calculated risks - for great impact, reward, and fulfillment!
  • Data-driven, process oriented individual who can point to ways you’ve up-leveled the product / process and people in your professional experience past
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