Customer Experience /Customer Success Manager
The genAI Chat Cloud from Botco.ai enables businesses to engage people through helpful, relevant, and personalized conversations that convert strangers into customers. Enterprises rely on Botco.ai to rapidly find, retrieve, and present information from across their enterprise data systems to engage visitors at all stages of the customer journey. We empower businesses from a range of industries to deliver exceptional, trustworthy conversational experiences that generate high quality pipelines, increase sales conversions, and accelerate revenue.
We are an early-stage company looking for an experienced CX/CSM with entrepreneurial spirit to join our CX team.
- Develop a deep expertise in our technology and provide hands-on technical support to help your customers achieve their desired outcomes
- Onboard new customers on Botco.ai's platform and drive practices contributing to product adoption
- Retain the existing customer base by owning a portfolio of accounts and Identify opportunities to expand existing accounts through phased upsell
- Build meaningful relationships with each client to truly understand their challenges, business goals and create custom solutions to meet their unique need
- Proactively identify customers who aren’t maximizing their opportunity with Botco.ai and adequately engage with them to help them get more out of our product
- Collaborate across internal product and engineering teams to translate feedback and insights to influence positive evolution of our product
- Serve as the liaison between the client and the product team to manage client’s expectations and contribute in developing the product roadmap
- Monitor conversational trends and transcripts for areas of improvement in automated responses
- Work with team members to define and execute training initiatives for customers
- Assist the client success team in client interaction, reporting, and AI education
What we are looking for:
- 4+ years of relevant work experience in establishing and managing high performing Customer Success and or Account Management teams
- Demonstrated success in Customer Support, Implementation or Professional Services function for a product/SaaS company with enterprise customers is preferred
- Strong people management skills and passion for building robust client relationships
- Ability to learn our product quickly as well as have a strong desire to do so
- Deep caring about customers and a natural ability to empathize with and advocate for them.
Botco.ai was selected as the 2022 winner in the SaaS category at Venture Madness.
Botco.ai is proud to be selected as one of Silicon India's 100 most promising technology companies of 2019