3+ years in a Technical Account/Customer Success role within Enterprise SaaS or AI sectors
Deep knowledge of AI, NLP, and cloud-based SaaS solutions
Strong communication skills for conveying technical concepts to non-technical users
Experience in troubleshooting and collaborating with engineering teams
Proven track record in managing enterprise accounts and promoting adoption of solutions
Demonstrated attributes like drive, problem-solving ability, and teamwork
Responsibilities
Act as the main technical contact for enterprise clients, enhancing engagement and value
Assess customer business goals and technical needs, offering strategic and AI-based advice
Work closely with engineering and product teams to share customer feedback and shape product direction
Identify and resolve technical issues proactively to enhance platform performance
Lead regular business reviews and share insights from customer interactions to ensure value is achieved
Build and nurture strong relationships with key stakeholders to support ongoing success and retention
Full Job Description
Key Responsibilities:
Serve as the primary technical point of contact for enterprise customers, driving adoption and value.
Understand customer business goals and technical requirements, providing strategic guidance on best practices and AI-driven solutions.
Collaborate with engineering and product teams to relay customer feedback and influence roadmap decisions.
Troubleshoot technical issues and provide proactive solutions to improve platform performance and user experience.
Conduct regular business reviews, provide insights from customer interactions, and drive value realization.
Develop and maintain strong relationships with key stakeholders to ensure long-term customer success and retention.
Comply with Level AI's information security, privacy, data protection, and acceptable-use policies.
Protect company, customer, and confidential information; use only approved systems and access information strictly based on business need.
Complete required security and privacy training and promptly report any suspected security incident, data exposure, or policy violation.
Qualifications & Skills:
4+ years of experience in a Technical Account/Customer Success Manager, Solutions Engineer, or Customer Success Engineer role in an Enterprise SaaS or AI environment.
Strong understanding of AI, NLP, and cloud-based SaaS solutions.
Excellent communication and relationship-building skills, with the ability to explain complex technical concepts to non-technical audiences.
Proven ability to troubleshoot technical issues and work cross-functionally with engineering and product teams.
Experience managing enterprise customer accounts and driving adoption of technical solutions.
Impeccable character attributes, including drive, problem-solving, and teamwork.
Bonus:
experience implementing AI CX CCaaS contact center technologies.
