WHO WE ARE? At AI Squared, our vision is to foster widespread AI adoption by embedding AI insights directly into mission-critical business applications and everyday workflows. By leveraging AI Squared’s platform, organizations can access and integrate any data or machine-learning insight directly into their web-based business applications – leading to data-driven decisions and ML-powered innovation.
Job Summary:
The Customer Success Director is responsible for providing industry-leading service while meeting the quality and expectations of customers. This position is responsible for the overall customer satisfaction with products and services.
Supervisory Responsibilities:
- Oversees Client Success Team. Inspires innovations and design a strategy to resonate with top customer success strategies.
- This position is directly responsible for leading managers of the division and indirectly responsible for all employees within the division.
- Works with all internal and external personnel that will affect the satisfaction of customer with the company’s products and services.
- Collaborates with other department heads to monitor each department and make recommendations, when needed.
Duties & Responsibilities:
- Manage several teams' interactions to include Customer Success Engineers, Professional Services, Resident Solutions Architects and Engineers and Customer Support Services.
- Inspire innovations and design a strategy to resonate with top customer success strategies.
- Nurtures high-end customers to ensure all business processes across multiple business lines are processed and addressed within established service levels.
- Participation and administration of special projects with customers and internal organization.
- Coordinate and manage implementation and testing for new projects or change requests, including participating in testing.
- Coordinate with global teams for supporting all service delivery aspects of businesses, including back up scenarios to other locations.
- Oversees, manages, and administers special projects with customers and internal organizations.
- Manages any inquiries, issues, and improvements for supported programs.
- Identifies emerging issues and trending problems for solutions and drive solutions to resolution.
- Works with client's and their tools and websites.
- Keeps abreast of program changes, informational updates and responsible for updating team members on all changes.
- Monitors status and volumes for all business lines to ensure all service levels are met as established by the company and customer.
- Supports management to ensure all customers requirements, requests and SLAs are met consistently.
- Develops and streamlines procedures across area of focus.
- Performs other duties as assigned.
Required Skills & Abilities:
- Excellent verbal and written communication skills that may include public speaking and presentations.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Excellent management and supervisory skills.
- Excellent analytical and organizational skills.
- Strong interpersonal and conflict resolution skills
- Strong analytical and problem-solving skills.
- Proficient with Microsoft Office Suite or related software.
Education & Experience:
- Bachelor's degree in business administration, Marketing, or related field. Masters degree preferred
- Technical experience required via education and/or work experience
- At least from five (5) to seven (7) years of managerial experience within account or service delivery teams or related experience required.
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
