Product Marketing and Communications Specialist
Accelerated Focus
Customer Success Manager
Willowtree, LLC
full-time
Posted on:
Location Type: Hybrid
Location: Boston • Massachusetts, North Carolina, Ohio, Virginia • 🇺🇸 United States
Visit company websiteSalary
💰 $96,000 - $120,000 per year
Job Level
Mid-LevelSenior
About the role
- 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.
Requirements
- 5+ years of experience in customer success, client services, project management, or program management roles at a B2B SaaS or Generative AI organization, preferably with exposure to contact center technology or CX solutions.
- Previous experience within a B2B SaaS organization is required.
- Proven track record of exceeding customer success goals (e.g., retention rate, customer satisfaction score) in B2B environments.
- Deep understanding of end-to-end product management, from market research and competitive analysis to strategic planning, feature prioritization, and successful product launches, particularly in the context of contact center solutions.
- Ability to navigate and thrive in a startup environment with a great deal of agility.
- Demonstrated understanding of AI technology and its applications in various industries, especially in contact center and CX contexts.
- Strong communication, interpersonal, and relationship-building skills, with the ability to build rapport with executive-level clients.
- Experience working with multiple levels of customer stakeholders – technical admins, c-level executives, legal, and compliance teams.
- Excellent problem-solving and analytical skills, with the ability to identify the root causes of customer issues and develop solutions for complex contact center environments.
- Proficiency in CRM and customer support tools.
- Proven experience at a large enterprise SaaS company, preferably in the CX or contact center technology space.
- Project or program management experience is a plus.
- Must be able to travel (10%) on an ad-hoc basis.
Benefits
- Healthcare benefits - Medical, Vision, Dental
- 401K matching
- Employee Share Purchase Plan
- Competitive PTO Policy
- Employee Assistance Program (EAP)
- Life & Disability Insurance
- And more!
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successproject managementprogram managementproduct managementAI technologyB2B SaaScontact center technologyCX solutionsproblem-solvinganalytical skills
Soft skills
communicationinterpersonal skillsrelationship-buildingagilityrapport buildingcustomer engagementtrainingsupportcollaborationcustomer satisfaction
