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Customer Success Manager

About the company :

TechSee delivers game-changing Computer Vision AI technology for Customer Engagement to global multinational brands in the telecoms, insurance, utilities and consumer products verticals.
TechSee’s patented Augmented Vision Support technology provides contact centres and global field tech organisations with a solution to quickly connect to the customers’ physical environment while they are on the call. Using their smartphone camera to see the problem, diagnose it, and show the customer what to do visually, using augmented reality technology on the physical device. The solution is simple to operate and works across different smartphones, mobile operating systems, and browsers. No software installation is required.

VALUE PROPOSITION:

TechSee’s visual support platform enables support teams to handle technical calls more efficiently while being able to see the product in the customer premises and to direct the customer using Augmented Reality on the required actions to troubleshoot and resolve the technical issue:

Reducing technician dispatch rate, increasing the first call resolution (FCR), reducing Average Handle Time (AHT) and reducing the non-defect transfer rate (NDT). 

The platform improves customers’ experience dramatically.

Customer success – position 

 

TechSee Customer Success Manager must have a strong understanding of key

technical and business considerations of the customer they work with to make sure

they achieve their business goals.

The ideal candidate is intellectually inquisitive, with strong communication,

organization, analytical and technical capabilities working at a Saas product/software

company and has consulting experience in those companies. As a self-starter, they

are not afraid to jump into the details of established accounts, assess functional

aspects of the current system deployment, and rally both clients and internal teams

to achieve critical tasks unlocking client value and positive outcomes. You will

partner with the Sales team to create account plans and client deliverables, while

demonstrating subject matter expertise through direct client interactions.

 

Primary Functions/Responsibilities

  • Serve as the the advocate and focal point for targeted accounts by establishing and driving a deployment plan to deliver positive client outcomes
  • Perform ongoing account/deployment reviews to determine areas of opportunity and targeted  critical actions (functional and technical)
  • Establish internal and client facing communication plans and meeting cadence to drive   progress, communicate updates and achieve outcomes
  • Manage communication and coordination between internal cross-functional teams to achieve targeted milestones

 

  • Provide Best Practices and Lessons Learned to support the optimization

of deployed systems, and their adoption level

  • Support the Sales Account Executive in identifying and pursuing

opportunities to expand client relationships

  • Provide regular updates to both client and internal executives on overall

account health and activities

  • Provide analytical operational expertise incorporating the adoption of

deployed products and data

  • Collaborate with internal Product leadership on opportunities to optimize

product offerings based on learning from in-depth use of systems

 

Required

  • Bachelor’s degree in Computer sciences, Engineering, Management,, Business

Intelligence / Analytics, or a related field; or equivalent work experience required.

Masters degree preferred.

Required Experience/Skills

  • 6+ years of consultative customer facing account/program and project

management experience

  • Work history in enterprise SaaS startup company- must
  • Excellent oral and written communication skills in English including

vocabulary, spelling, composition, and grammar

  • Experience working with big customers. Telco or Insurance customers -advantage.
  • Ability to create and deliver polished presentations using Microsoft PowerPoint to different levels of audience
  • Ability to personally interact with technical resources and listen carefully,taking time to understand the points being made, and asking questions where appropriate
  • Experience managing own time and balancing many different projects simultaneously, while being flexible, agile, and resilient in a dynamic, fast-paced environment
  • Ability to multi-task and meet deadlines when supporting requests that create competing priorities
  • Ability to develop and maintain good working relationships with cross-functional teams
  • Ability to communicate comfortably across all levels of corporate structure
  • Ability to work with sales executives and assist with opportunities as subject matter expert
  • Demonstrated ability to take the initiative and work in a self-directed manner
  • Ability to thrive in a changing environment Preferred Experience
  • Experience in call center environment
  • Experience with telecommunication companies

 

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