Program Manager - Customer Success

As Program Manager for Customer Success you will lead the team of customer success managers and act as a strategic consultant and trusted advisor to our enterprise customers. You will dedicatedly engage with key partners and help them use the Engagely platform fully. The CSMs work very closely with senior client stakeholders to understand their business drivers, identify product fitment and specific client requirements, and keep a very close eye on success metrics that are defined to ensure the implementation strategy is driving positive ROI for client. It requires a strong blend of strategic and success-based-delivery skills to achieve success in a niche industry such as AI. This person will drive both customer retention and recurring revenue growth at Engagely.

The foundation for this engagement is a precise understanding of business implications of conversational AI, our product and in-depth knowledge of the client's business and industry trends.

Role and responsibilities :

1. Build deep relationships and drive product adoption

- Work along with a pre-defined group of our largest and most important customers. Establish connections to partners ranging from support agents to CxOs.

- Engage with customers in a dedicated and regular manner e.g. in quarterly business reviews, roadmap presentations and product training. Help customers create a roadmap for AI adoption.

- Understand and document customers organization, its needs, goals and challenges.

- Educate and train customers on the best ways to use our products and its new features. Help them to follow data-driven approaches and measure KPIs.

2. Retain customers

- Analyze product usage data to actively take necessary actions to improve product adoption and reduce churn.

- Conduct diagnostics and identify gaps in the customers product setup and processes. Evangelize and guide customers to implement improvements.

- Develop creative solutions in collaboration with technical experts in case the standard feature set is not enough to meet customer needs.

3. Inspire customer growth and advocacy

- Work together with the Strategic Accounts team to discover opportunities for growth and drive net expansion.

- Promote awareness of Engagely's latest innovations and motivate customers to become references, participate in events and contribute to case studies.

- Find new and creative ways to create moments of wow for our customers.

4. Team Management

- Build, Manage and Groom customer success team

Our perfect match :

- Total Experience 7+ Years. At least 5 years of experience in a customer-facing role. Experience with consulting or account management a big plus.

- Communicates clearly and with empathy to become a trusted advisor for our clients.

- Collaborates effectively with different internal teams (e.g., sales, marketing, product, support).

- Enjoys learning about Engagely's products and their technical foundation.

- Shows business insight to understand clients needs and keeps a professional attitude.

- Combines an analytical mindset with a can-do attitude. Identifies root causes and develops adequate solutions quickly.

- Manages multiple projects at ease and can quickly switch context from technical to business topics.

About Exponentia.ai :

Exponentia is an AI tech organization with presence across India, Singapore, Middle East, and the UK. We are an innovative and disruptive organization, working on cutting edge technology to help our clients transform into the enterprises of the future. We provide artificial intelligence-based products/platforms capable of automated cognitive decision making to improve productivity, quality, and economics of the underlying business processes. Currently, we are transforming ourselves and rapidly expanding our business.

For more details please refer www.exponentia.ai

LinkedIn page - https://www.linkedin.com/company/exponentia-datalabs/

About Engagely.ai: Engagely is an artificial intelligence based conversational product by Exponentia. Our core engine uses NLP and machine intelligence to deliver intelligent conversations. We help organizations create virtual assistants, bringing in automation and insightful customer engagement.

For more details please refer www.engagely.ai |

LinkedIn page - https://www.linkedin.com/company/engagelyai/

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