Technical Customer Success Manager

Company: Hertz First Rent A Car
Location: Boston
Posted on: November 19, 2024

Job Description:

Boost.ai is a global software company specializing in scalable Conversational AI for enterprises. Since 2016, we've developed chat and voice solutions that enhance customer service and internal support, launching over 600 virtual agents across EMEA and North America.Headquartered in Stavanger, Norway, with offices in Oslo, Stockholm, Copenhagen, Helsinki, London, and Boston, our platform is trusted by major brands like Tryg, DNB, Telenor, and Nordea. We've earned recognition from Gartner's Magic Quadrant for Enterprise Conversational AI, ISO 27001 & 27701 certifications, and won the 2023 CogX Award for 'Best Consumer Chatbot.'Our core values-trust, innovation, teamwork, and fun-are central to everything we do. Building a supportive environment that fuels our growth, ensuring collaboration and achieving our goals while having a fun and vibrant culture is important to us. These values provide a strong foundation that empowers our team to excel.Our success is driven by a diverse and dedicated team. We are focused on helping every employee reach their full potential by fostering a culture of trust, responsibility, and equal opportunity for all.About the role:We are looking for a Technical Customer Success Manager (Tech CSM) based in the Boston area, with an interest in communication and emerging technologies. As a Tech CSM, your role will be to retain and expand customers through solid onboarding and excellent customer success management.Responsibilities:

• Onboard new customers effectively, establish a trust-based relationship with the project team, help them build internal knowledge and ownership towards our technology, and secure ROI for the customers swiftly after deployment.
• Quality-assure and provide guidance on the work of customers' AI trainers and project managers; and the project methodology, plan, and controls to support on-time project delivery, to ensure the success of those projects.
• Proactively help our customers get more value out of our platform through detailed insights on model performance, usage volumes, and other KPIs, and be a bottom-up influencer of the customer's project team through being our closest resource to the execution.
• Ensure the best possible customer engagement in all phases of the project life cycle, understand how to build long-term, trust-based relationships with customers, to position yourself to affect the customers' strategies related to how they deploy our technology, in order to secure that we generate value for our customers, minimize the risk of churn, and maximize the potential of upselling opportunities.Your daily tasks will be varied and you will work with a dynamic, multicultural team of colleagues who share a common mindset; to deliver a world-class product in a nascent and ever-evolving sector.Skills, qualifications and experience:
  • Experience in a CS related role for a SaaS B2B company and is up to speed with the best practices within CS for SaaS B2B.
  • 1+ year of AI Training, RPA, automation projects, or other relevant technical experience for service centers.
  • A decent understanding of the typical challenges of an enterprise organization's service center and how a CAI platform can be utilized to solve them.
  • Excellent communication skills and high level of empathy.
  • Ambition - and bags of it! You will work as hard as you play at boost.ai, and the opportunities for growth and development beyond your role are numerous for the right candidate.
  • A thirst for knowledge which means you are interested in your own continuous improvement - and in ours.
  • A true team spirit and willingness to collaborate and share in our successes.
  • An innovative soul that enjoys learning about new technologies and that wants to lead the way for others to follow.What's in it for you?
    • An engaging work environment with people who share a common mindset; to deliver a world-class product in a brand new, up-and-coming industry.
    • Engaged, dynamic, and extremely motivated colleagues in all departments, both professionally and socially.
    • Challenging, varied, and engaging work tasks.
    • Room and encouragement to be independent and innovative.
    • Opportunities for a very steep career path.
    • Competitive salary and exciting bonus schemes.Sounds good?Please submit your application using the appropriate form - we're looking forward to hearing from you and what you can bring to our company!Please note:
      • During the recruitment process, we interview the appropriate candidates quickly and continuously - until we find the right candidate. We recommend that you submit your application as soon as possible.
      • The position requires the ability to work in a hybrid setup, both on-premise in Boston, United States.
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Keywords: Hertz First Rent A Car, Portland , Technical Customer Success Manager, Executive , Boston, Maine