Customer Success Director
AI Rudder is a business solution and service provider for small and medium businesses as well as enterprises.
Leveraging AI technologies of natural languages, AI Rudder brings value to business procedures by lowering the cost, mitigating the risk, and increasing the profit. As a fast-growing startup, AI Rudder will make sure everyone will practice, learn and grow together. At this stage, AI Rudder focuses on AI call center solution for financial industry in Southeast Asia and India subcontinent, where great progress has been made. That is why AI Rudder needs more talents such as you to join and create a new horizon that utilizes technology to change the world.
Job Responsibilities
- Responsible for customer relationship maintenance in Backlog stage and Live stage
- Responsible for customer satisfaction, retention and usage growth in Backlog stage and Live stage
- Structuring key indicators of customer success at different stages, collaborating with business and operations to promote optimization of key indicators
- Gradually build a customer success team and form a team performance system and process optimization
- Combined with the company's voice intelligence products, aiming at customers at different stages to form a customer success methodology:
- Prospect customer: Combined with the company's voice product form, and the role of product manager to form a standard customer solution
- Backlog stage customers: the methodology for forming customer landing
- Live stage customers: forming a customer service methodology
- Combining the company's voice intelligence products, aiming at customers at different stages to promote customer success
- Prospect phase customers: Iterate standard customer-oriented solutions, including:
- With the assistance of the product manager, form solutions for specific business scenarios
- Show solutions to customers, assist business to accelerate business process
- Backlog stage customers: promote customer Live, including:
- Organize demand interviews and workshops with customers and customers' suppliers to collect customer needs;
- Based on the company's voice intelligent products, form and iterate customer solutions to accelerate the customer landing process;
- Generate test scripts and promote testing to form data test results of various dimensions and form data-driven solution conclusions
- Collaborate with operational colleagues to complete customer landing
- Live stage customers: promote customer retention and growth, including:
- Focus on key indicators of customer service and optimize
- Regular and regular customer return visits
- Promote operations to complete customer-related transactional work
Job Requirements
- Team experience of more than 2 people
- More than 6 years of corporate services, B-end Internet related experience
- Excellent oral and written communication skills
- Excellent oral and written English
- Saas service related work experience (customer success, business support)
- Rich project success and landing experience
- Working experience in high pressure environment
- Working experience in an intercultural environment