Customer Success Manager

We are looking for a motivated, experienced, and technical Customer Success Manager (CSM) with more than 7 years of experience to lead value realization and transformation for our most strategic customers.  The Customer Success Manager will act as the primary, accountable lead, and trusted advisor, dedicated to driving value for our customers. 

Omilia is the leading provider of Natural Language Understanding enabled IVR & natural dialogue interaction solutions.

At Omilia we are engaged to provide the most human-like human-to-machine communication experiences and technologies in order to help large enterprises improve the customer care experience. Starting out of a small garage, Omilia is now serving 1 billion conversations, in 30 languages, across 17 countries. With one of the fastest-growing NLU solutions in the market, Omilia has been recognized as a Leader in the 2022 Gartner® Magic Quadrant™ for Enterprise Conversational AI Platforms, as well as in the IDC Marketscape for Worldwide Conversational AI Software Platforms for Customer Service 2021. Our technology allows the enterprise to take advantage of Open-Question customer care with end-to-end Self-Service to greatly improve customer experience and significantly decrease operational costs. In 2016 Omilia expanded to the USA and Canada, counting 33 full production deployments worldwide and case studies with proven KPIs and ROIs across various industries.

The Omilia Conversational AI Self-Service solution includes everything an enterprise needs to address their omnichannel CX strategy, with impressive cost-savings and improved CX across voice and digital channels. Our solution provides a seamless human-like conversational experience for self-service across all channels.

Core Responsibilities

• Engage with business stakeholders to collaboratively establish the program roadmap and the long-term value plan for the Omilia Cloud Platform (OCP);
• Troubleshoot technical issues and ensure the product is meeting the customer’s needs;
• Drive value realization and adoption by leveraging the OCP to achieve business objectives;
• Provide industry-specific recommendations on how to best leverage OCP technology;
• Onboard customer to the OCP with initial use case(s);
• Create detailed and executable value plans;
• Provide consulting and technical expertise to best leverage Omilia technology for business-oriented outcomes;
• Perform regular health checks and identify opportunities to tie into the value plan;
• Develop and maintain strong relationships with key stakeholders embedding OCP into strategic initiatives;
• Leverage Omilia resources from cross-functional teams to provide customers with best-in-class service;
• Mentor customers on increasing adoption of OCP;
• Renew and expand OCP footprint within assigned accounts.

Requirements

• Relevant experience in customer success, technical account management, or technology consulting;
• Strong business and technical acumen (ideal persona has consulting and SaaS experience);
• Technical background with the ability to quickly grasp and understand new technologies and systems;
• Experience in driving large-scale transformation and implementations with strong program and project management skills;
• Ability to navigate large global organizations and persuade key stakeholders through data, facts, and vision;
• Possess a natural and consultative approach when engaging with senior stakeholders;
• Strong communication skills and ability to translate Omilia use cases into customer business landscape;
• Ability to develop a deep understanding of the Omilia product and how it has been implemented for specific customers;
• Strong analytical skills to evaluate customer data and provide business insights and improvement opportunities.
  

Will be a plus

• Experience with Contact Center and IVR solutions;
• Experience in AI-related business.

Benefits

• Fixed compensation;
• Long-term employment with the working days vacation;
• Development in professional growth (courses, training, etc);
• Being part of successful cutting-edge technology products that are making a global impact in the service industry;
• Proficient and fun-to-work-with colleagues;
• Apple gear.

Omilia is proud to be an equal opportunity employer and is dedicated to fostering a diverse and inclusive workplace. We believe that embracing diversity in all its forms enriches our workplace and drives our collective success. We are committed to creating an environment where everyone feels welcomed, valued, and empowered to contribute their unique perspectives without regard to factors such as race, color, religion, gender, gender identity or expression, sexual orientation, national origin, heredity, disability, age, or veteran status, all eligible candidates will be given consideration for employment.