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AI Business Outcomes Specialist
3 weeks ago
The Customer Success Strategist role is a dynamic advisory position responsible for guiding customers in achieving business outcomes using AI solutions.
The overarching goal is to ensure customers realize value and outcomes from their investment in AI technology. This role works across a customer's organization, collaborating with CXO-level leaders, senior customer experience managers, administrators running AI solutions, and ProdDev teams.
To achieve these goals, the mission of the Customer Success team will be to:
- Drive AI adoption through outcome-driven engagement throughout the customer's journey and by being an AI expert.
- Be the AI specialist partner in Success for the Customer Success organization, functioning as an internal business partner and driving AI adoption into overall success planning.
- Work hand in hand with Customer Success, Professional Services, and ProdDev to ensure customers are realizing value with AI.
- Proactive customer health management through intentional, outcome-driven customer engagement.
- Collaborating closely with customers and colleagues, particularly Customer Success Managers, to accelerate AI adoption and customer value realization.
- Cultivating, strengthening, and accelerating growth of customer relationships.
- To deliver on those three overarching objectives, Customer Success will:
- Be a product expert and develop a comprehensive understanding of how AI can be used to create value for customer service teams and CRM.
- Deliver a world-class customer experience anchored on getting customers to value as quickly as possible.
- Drive, enable, and remove obstacles to adoption of AI-powered solutions.
- Tirelessly advocate for the customer across the ecosystem.
- Deliver a heightened customer experience through proactive engagement and communication.
- Develop strong relationships with customer leaders at all levels of an organization.
- In addition to core customer-facing responsibilities above, Customer Success must also be able to:
- Forge tight relationships with the rest of the customer account team.
- Understand all aspects of overall customer health and know how to proactively manage health.
- Learn and understand new software solutions in the customer experience space.
- Be able to liaise with technical teams.
- Track all engagement and touchpoints with accounts and provide continuous, unbiased intelligence on the status of customer's overall health.
- Must have a minimum of 12+ years of related experience in Customer Success.
- Previous experience in customer success roles in enterprise technology / SaaS.
- Track record of learning new technology/software solutions and linking software solutions to common customer use cases.
- Experience in supporting and driving adoption of AI-powered solutions in customer-facing roles is a plus.
- Ability to explain and demonstrate the business value of AI to both technical and non-technical stakeholders.
- Proven ability to multi-task and perform program/project management activities.
- Strong interpersonal skills, with the ability to influence at multiple levels.
- Bachelor degree in computer science, information sciences & technology, engineering or business is a plus.
- Financial acumen and the ability to do foundational quantitative analysis and forecasting.
- Previous experience leveraging leading customer success tools as an integral part of a daily routine engaging with your customers.
