Customer Success Manager, Netomi
Customer service automation
Open for applications
Customer service automation
101-200 employees
Open for applications
101-200 employees
Company mission
To enable companies to build deep engagement in this new era with conversations that are emotional, empathetic, intuitive, and on brand.
Role
Who you are
- We are on the lookout for smart, hardworking, go-getters who thrive in a fast paced environment that requires a high degree of personal accountability, initiative and follow-through
- You should have a passion for our product, an eagerness to learn, and a strong commitment to serving our growing customer base
- More than 5+ years of experience in a technical customer success role within a B2B SaaS environment
- Self-assured working in a fast-moving environment, with a willingness to make quick judgements based on continuous prioritization and evolving customer needs
- Relevant consulting experience required preferably in the SaaS environment
- Good sense of curiosity with a genuine desire to learn, think with agility and apply them in new situations
- Stellar written and verbal communication tailored to the persona
- Proven track record to build strong relationships with VP and C-Suite management in the customer portfolio
- Strong sense of technical knowledge, working knowledge of APIs, and managing integrations
- Familiarity with customer relationship management (CRM) software, Support platforms (Zendesk, Salesforce)
- Must be willing to travel up to 20-30% of the time in response to customer needs, with all necessary travel documents maintained and current
What the job involves
- Work with Netomi’s strategic customers to drive product adoption, renewal, and customer satisfaction by bringing value to your customer portfolio
- Act as a trusted advisor, thought manager, and subject matter expert to customers. Partner with customers to understand their current and future business goals and problems and translate that into people, product and process strategies
- Empower customers to connect their goals and problems with solutions in our platform while increasing usage and adoption
- Strategies to secure executive visibility of Netomi’s business results. Work across the customer’s business organization to communicate the value and expansion of these solutions to their team and executives
- Partner with the internal account team (e.g. sales, product, support, and marketing) to design and execute optimal account plans for each customer
- Engage with product & engineering teams to translate customer feedback into product requirements
- Demo Product capabilities and features to customers post release cycle and hands-on experience with complex product integrations to drive the usage and adoption of our product
- Maintain accurate and up-to-date records of client interactions and account activities in our system of record
Our take
Customer service plays an essential role for any organisation wanting a long term and profitable business. It’s a critical differentiator and catalyst for customer loyalty, with the majority of consumers saying that bad customer service experiences have caused them to switch brands or service, or back out of a purchase.
Enterprise use of AI has risen exponentially in recent years. Netomi provides companies with a convenient, intelligent, and cost effective way to use this technology to facilitate the best customer interactions on email, chat, and mobile. Its intelligent, conversational AI system allows businesses to activate, manage, and train AI to automatically resolve customer issues, operating more effectively than classic AI chatbots.
Netomi is the market leader in AI-first customer experience, and, with the value of the chatbot market rapidly increasing, it has the space to grow. The company has seen good investment which is allowing it to increase headcount and continue scaling its operations.
Freddie
Company Specialist
Insights
Company
Funding (last 2 of 4 rounds)
Nov 2021
$30m
SERIES B
Mar 2019
$10m
SERIES A
Total funding: $47.3m
Company benefits
- Flexible work environments
- Educational / professional development opportunities
- Equity opportunities
- 401K plan
- Snacks, breakfast and a daily catered lunch
- Work from home opportunities
- Health insurance
Company values
- We love what we do - Genuinely. We take ownership. We lead. We obsess over our clients. We push ourselves and our team because we can always do better
- Empathy drives us - We’re people-oriented. We do everything to create a positive impact for our customers, their customers and our colleagues
- We’re comfortable being uncomfortable - We’re pushing boundaries. We’re tackling old business issues with rapidly-evolving technology. It’s uncharted territory, and we love that
- Grit is our watchword - Startup life isn’t always easy. We persevere, creatively problem solve and grow from adversity because we believe wholeheartedly in the work that we are doing
- We lead by example - We walk the talk of servant leadership to make Netomi an empowering place to work every day through our actions
- We’re inclusive - We believe diversity is critical to our success and inclusion is a core part of our company culture. We value and celebrate the differences that make us unique
Company HQ
Hayward Park, San Mateo, CA
Articles
Leadership
Puneet Mehta
(CEO)Previously Senior VP of Engineering and Data Science at Citi for 1 year, Software Engineer & Scientist at IBM TJ Watson Center also for 1 year and Vice President of Engineering at JPMorgan Chase for 3 years.
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