Customer Success Manager, Senior

Kore.ai is a globally recognized leader in the conversational and generative AI space helping enterprises deliver extraordinary experiences for their customers, employees, and contact center agents. Kore.ai’s goal is to empower businesses with effective, simple and responsible AI solutions that create engaging interactions. sectors serving over 100M of consumers and 500,000+ employees worldwide. With billions of interactions automated using our AI-powered technology, we have been able to save over $500M for these companies. 

Kore.ai is one of the fastest growing AI companies globally. We are recognized as a leader by the leading technology and industry analysts like Gartner, Forrester, IDC, ISG, Everest, and others. 

Founded in 2014 by serial successful entrepreneur, Raj Koneru, Kore.ai supports customers globally across offices in Orlando, Hyderabad, New York, London, Germany, Dubai Frankfurt, Tokyo and Seoul.

We’re reshaping the way companies harness the power of AI, simplifying and enhancing accessibility. Work alongside some of the brightest minds in the industry to pioneer safe, reliable solutions. Join the Kore.ai team and help companies of all sizes simplify the adoption of advanced AI solutions responsibly.

OVERVIEW:

The Senior Customer Success Manager is pivotal role who supports our customers’ overall value realization and supports its delivery through an efficient team, products, and project management approach. Value realization includes the definition and execution of customer success plans, the achievement of their business goals, and the adoption of Kore.ai software to drive ROI.

Senior Customer Success Managers will support efforts of the Kore.ai leadership team to develop long-term relationships with our key customer stakeholders in the region, connecting with key business executives, IT stakeholders, product managers, and users to understand their business requirements and goals, use cases, and how Kore.ai products can help in their business. Internally, this role will work closely with the Sales, Services and Product Team to ensure the growth of the customer portfolio and customer satisfaction while ensuring that the team effort is fully executed.

LOCATION: NYC, NY

RESPONSIBILITIES:

 Customer Onboarding

o   Guide new customers through the onboarding process to ensure a smooth transition onto our platform.

o   Provide product training resources and best practices to drive early adoption.

Customer Support

o   Act as a trusted advisor and first point of contact for customer inquiries, issues, or feedback.

o   Collaborate with the support and product teams to resolve customer issues efficiently.

Customer Engagement

o   Understand customers’ business objectives, use cases, value generation as well as company culture to support the software adoption.

o   Collaborate with leadership and sales to develop, document and maintain customer account plans.

o   Proactively check in with customers to ensure they’re using the platform effectively and achieving their goals.

o   Track, monitor, and act as needed to ensure positive health of customers' relationships.

Cross-selling, Upselling & Renewals

o   Identify opportunities to introduce customers to new features or additional services for value-based cross-selling and upselling.

o   Support contract renewal discussions to maintain long-term relationships.

Cross-Functional Collaboration

o   Share customer feedback with the product, sales, and marketing teams to improve the customer experience and refine offerings.

o   Participate in team meetings to brainstorm solutions for customer challenges.

MUST HAVE SKILLS/EXPERIENCE

·       Minimum 5 years of customer success experience with direct ownership of customer accounts within enterprise software companies required.

·       Previous experience with customer success methodologies and practices like segmentation, customer journey, customer health scoring, etc required.

·       Strong interpersonal skills, able to navigate complex organizational structures and relationships, comfortable engaging with C-level sponsors required.

·       Problem-solving oriented mindset (what do we need to get things done) with a customer first attitude.

·       Excellent written and verbal communication & presentation skills.

·       Experience communicating with both technical and non-technical stakeholders and with senior levels inside and outside the organization.

·       Complex opportunity and/or project coordination skills with the ability to negotiate and communicate across all levels of an organization.

·       Familiarity with SaaS platforms or CRM tools (e.g., HubSpot or Salesforce).

·       Candidates must currently reside in NYC, NY & near major airport required

·       Travel requirement: 25% at minimum

·       Ability work independently

·       Enjoy challenges and ambitious goals within a fast-growing global AI tech company

EDUCATION QUALIFICATION:

●      Bachelor’s degree required; MBA preferred.

Depending on specific professional experience and geographical location of individuals, the salary for this position ranges from $100,000 - $120,000.  Additional wage/bonus/commission and benefit details will be shared during the formal interview process for this full-time employment opportunity.