KU
Client Success Manager at KUBRA leveraging innovative products to enhance customer satisfaction and drive business growth. Engaging with clients to manage relationships and deliver exceptional value.
About the role
- Guide new customers through a seamless onboarding process, equipping them for successful product adoption and efficient use within their contact center environments.
- Provide ongoing support and education to customers by conducting training workshops and demoing new product features and releases tailored to contact center needs.
- Create and update user guides, tutorials, and support documentation specific to CX products for contact centers.
- Monitor customer health metrics and engagement levels to proactively address any issues and ensure customer satisfaction, with a focus on contact center KPIs.
- Leverage customer insights to inform customer support approaches and define clear product messaging for contact center solutions.
- Partner with team members to design, describe, and manage Fuel iX powered solutions for customers' contact center operations.
- Conduct Quarterly Business Reviews (QBRs) to review customer progress, identify growth opportunities, and address any potential issues related to contact center CX products.
- Collaborate with cross-functional teams, including AI engineers, data scientists, and product managers, to address customer needs and enhance product offerings for contact center applications.
Requirements
- 5+ years of experience in customer success, client services, project management, or program management roles at a B2B SaaS or Generative AI organization, preferably with exposure to contact center technology or CX solutions.
- Previous experience within a B2B SaaS organization is required.
- Proven track record of exceeding customer success goals (e.g., retention rate, customer satisfaction score) in B2B environments.
- Deep understanding of end-to-end product management, from market research and competitive analysis to strategic planning, feature prioritization, and successful product launches, particularly in the context of contact center solutions.
- Ability to navigate and thrive in a startup environment with a great deal of agility.
- Demonstrated understanding of AI technology and its applications in various industries, especially in contact center and CX contexts.
- Strong communication, interpersonal, and relationship-building skills, with the ability to build rapport with executive-level clients; experience working with multiple levels of customer stakeholders – technical admins, c-level executives, legal, and compliance teams.
- Excellent problem-solving and analytical skills, with the ability to identify the root causes of customer issues and develop solutions for complex contact center environments.
- Proficiency in CRM and customer support tools.
- Proven experience at a large enterprise SaaS company, preferably in the CX or contact center technology space.
- Project or program management experience is a plus.
- Must be able to travel (10%) on an ad-hoc basis.
Benefits
- Work From Near (Hybrid) capacity based out of our Vancouver, BC or Toronto, ON office every Tuesday, Wednesday, and Thursday.
- Opportunity to work with TELUS Digital’s proprietary generative AI engine, Fuel iX™.
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