Customer Success Manager - Indonesia
yellow.ai brings the best of AI+human-led conversational automation for enterprises of great repute like Schlumberger, Domino’s, Dr. Reddy’s Lab, PepsiCo, Bajaj Group, Indigo, Cipla, Siemens, MG Motors, and more. We have offices in 6 countries and have clients across 27 countries.
We’re a team of 900+ makers, who’ve shipped over 650+ Intelligent Virtual Assistants. Our Virtual Assistants converse in over 120 languages, and our platform handles more than a billion conversations every month - over 50+ channels in text and voice!
We’re also named Leading conversational AI Platform, Distinguished CX Vendor, and Advanced Virtual Assistant Provider by Gartner. They’re really critical and meet 1000+ Conversational AI Platforms. We’re thrilled to be recognized by them!
We’re one of the fastest growing SaaS leaders emerging from Asia and are backed on this journey with more than $100M in funding so far by partners like Lightspeed, Sapphire Ventures, WestBridge Capital and Salesforce Ventures. We also got honoured recently, being one of the top 10 companies to work at by ‘#LinkedinTopStartups’ and a ‘Great Place to Work at’ certification.
Customer Success is an integration of functions and activities of Marketing, Sales, Professional Services, Training and Consulting rolled into one role. We are looking for 3 to 6 years of work experience in a high-touch Customer Success / Strategic Consulting / Pre-Sales consulting role in a B2B SaaS or Tech Product based company
What will you get to do?
Drive Engagement:
Get involved in the customer lifecycle post delivery through the duration of their subscription periodIdentify product usage gaps and provide actionable solutions to the customersBuild value-based relationships with customers and create championsConduct Strategic Business Reviews (EBRs and QBRs) to understand customer lifecycle milestones, communicate the value of our product, showcase ROIDrive desired customer outcomes through a consultative approachEstablish development goals and desired success outcomes and then develop a plan to carry them out successfullyIdentify and Process Success milestones for the customers
Drive Expansion:Ensure customer retention by aiding renewalsIdentify opportunities of upselling and cross-selling along with the Account ManagersIdentify appropriate additional business use cases whereYellow.ai bots can be deployedHave a strong business sense to keep looking out for new use cases and solutions using our bots to create a win-win situation with customers
Achieve Advocacy:Communicate and brain-storm with the product team on customer feedback and help refine product roadmapOptimize existing processes within the company and actively enhance all Customer Success initiativesWork with the customer operations & marketing team to execute customer surveys, case studies, etcDrive customer advocacy through reviews, testimonials, customer meetups; and creating a center of excellence within the customer's organisation Our ideal Customer Success Manager:
Has 3 to 6 years of work experience in a high-touch Customer Success / Strategic Consulting / Pre-Sales consulting role in a B2B SaaS or Tech Product based companyShowcases exemplary written and verbal communication skills to work along with Global Customers Has worked directly with Large Enterprise Customers in the APAC region Has an exceptional ability to communicate and foster positive business relationshipsHas experience in a Developer role servicing enterprise accounts. Experience with APIs, NodeJS, JavascriptAble to explain the issue from a technical perspective to the Adoption/Support team and coordinate with them to solve the issue if required by using innovative solutionsAbility to prioritize, multi-task and perform effectively under pressureProven ability to develop working relationships at all team members, both inside yourcompany and within your customer accounts.Demonstrates a deep understanding of customers concerns and thoughts regarding the use of products.Managed customers across different segments in the past and knows how to manage them differently.Exhibits a true passion for Customers and for Customer Success .
If you have any questions about the company, the role or the process, write to us at careers@yellow.ai
yellow.ai provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status in accordance with applicable federal, state and local laws.
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