Customer Success Manager

• Focus on CX products for contact center use; partner with Engineering, Delivery, Business Development and Product teams.
• Responsible for all aspects of the customer relationship post-sale and throughout the customer lifecycle; ensure customers maximize the value of AI-powered CX solutions and achieve business goals.
• Guide new customers through onboarding to enable product adoption and efficient use within contact center environments.
• Provide ongoing support and education via training workshops and demos of new product features and releases tailored to contact center needs.
• Create and update user guides, tutorials, and support documentation specific to CX products for contact centers.
• Monitor customer health metrics and engagement levels to proactively address issues and ensure customer satisfaction, focusing on contact center KPIs.
• Leverage customer insights to inform support approaches and define clear product messaging for contact center solutions.
• Partner with team members to design, describe, and manage Fuel iX powered solutions for customers' contact center operations.
• Conduct Quarterly Business Reviews (QBRs) to review customer progress, identify growth opportunities, and address potential issues.
• Collaborate with cross-functional teams, including AI engineers, data scientists, and product managers, to address customer needs and enhance product offerings for contact center applications.

Customer Success Manager

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