Customer Success Manager

New York
Customer Success – Customer Success
Full-time
ASAPP, an AI startup headquartered in downtown NYC, is seeking a Customer Success Manager to take point for ASAPP on large enterprise customers to ensure that ASAPP’s intelligent platform for customer engagement drives differentiated business value to the client.

The CSM is accountable for retaining the customer and for maximizing the revenue of our contract through value-added performance. To achieve these aims, the CSM must collaboratively set business performance objectives with customers, measure deployment outcomes and key performance indicators, derive actionable insights from production data, and identify clear opportunities to expand ASAPP’s impact. The CSM works hand-in-hand with an Account Manager, who manages the overall customer relationship, and a Deployment Manager, who is accountable for the successful deployment of ASAPP’s technology. The CSM ultimately gains trust with customers by speaking credibly to our technology and its observable business impact.

What you'll do

    • Work with customers to define business goals of technology implementations
    • Define project KPIs collaboratively with customers
    • Ensure we are meeting critical reporting and analytics requirements
    • Gather relevant customer data sets and models that can benefit performance
    • Track deployment success through dashboards and performance
    • Tell compelling business impact stories with production data
    • Monitor outcomes to identify potential changes to business processes and workflows for improved performance
    • Development of forward-looking business cases
    • Educate client stakeholder groups on ASAPP’s solution and vale
    • Spend at least two days onsite with customers each week

What you'll need

    • At least 3 years’ experience in professional services, consultative sales, sales engineering, or customer success roles, working with large enterprise companies/teams
    • 1 or more years of experience in SaaS and/or Enterprise Software
    • Superior analytical skills with fluency in quantitative modeling and extraction of actionable business insights from raw data
    • Experience in SQL and Data Transformation / Manipulation and general fluency in getting hands-on with data as needed
    • Experience with business intelligence reporting tools and dashboard design
    • Strong backing in/understanding of enterprise technology, big data, and/or AI
    • Demonstrated ability to credibly and effectively communicate, present and influence at all levels
    • Fluency in Microsoft Office, especially Excel and PowerPoint
    • BA/BS degree or higher

We'd love to see

    • Consultative sales skill-set, rooted in a technology and product mindset
    • Experience in both product/prototyping and enterprise salesExperience with NLP or Conversational AI solutions and deployment
    • Familiarity with digital customer engagement
    • Curiosity about new technologies and communication paradigms
    • Account development and/or strategic selling experience

Benefits

    • Equity
    • Brand-new office space in One World Trade Center, with a view of the entire city!
    • Free lunch daily in the office
    • Medical/Dental/Vision Coverage
    • Fully Stocked Kitchen and Bar
    • Wellness perks