Customer Experience /Customer Success Manager

Company Description:

The genAI Chat Cloud from Botco.ai enables businesses to engage people through helpful, relevant, and personalized conversations that convert strangers into customers. Enterprises rely on Botco.ai to rapidly find, retrieve, and present information from across their enterprise data systems to engage visitors at all stages of the customer journey. We empower businesses from a range of industries to deliver exceptional, trustworthy conversational experiences that generate high quality pipelines, increase sales conversions, and accelerate revenue.

We are an early-stage company looking for an experienced CX/CSM with entrepreneurial spirit to join our CX team.

Responsibilities:

• Develop a deep expertise in our technology and provide hands-on technical support to help customers achieve their desired outcomes, including troubleshooting issues related to AI chatbot functionality.
• Lead the onboarding process for new customers on Botco.ai's platform, ensuring smooth integration and driving practices that contribute to product adoption and customer success.
• Retain and grow the existing customer base by owning a portfolio of accounts, identifying opportunities for upsell, and executing phased upselling strategies.
• Foster strong, trust-based relationships with each client, gaining a deep understanding of their challenges, business goals, and unique needs to create tailored solutions.
• Proactively identify customers who may not be maximizing their potential with Botco.ai and engage with them to drive increased value and utilization of our product.
• Collaborate closely with internal product and engineering teams to convey customer feedback and insights, advocating for enhancements and driving positive evolution of our product.
• Act as the primary liaison between clients and the product team, managing client expectations and contributing to the development of the product roadmap based on client needs and market trends.
• Monitor conversational trends and transcripts to identify areas for improvement in automated responses, working with the product and engineering teams to implement enhancements.
• Define and execute training initiatives for customers, ensuring they have the knowledge and resources needed to effectively utilize Botco.ai's platform and maximize its value.
• Assist the client success team in client interactions, reporting, and providing education on AI technology and best practices.

What we are looking for:

• 4+ years of proven experience in building and leading high-performing Customer Success and/or Account Management teams.
• Track record of success in Customer Support, Implementation, or Professional Services within a product/SaaS company, particularly with enterprise-level clientele.
• Exceptional people management abilities coupled with a genuine passion for cultivating strong client partnerships.
• Capacity to rapidly grasp our product intricacies and a keen eagerness to do so.
• Genuine concern for customers and an innate ability to empathize with and champion their needs.
• Bonus: Familiarity with Prompt Engineering to bolster AI performance and customer interactions.

Botco.ai is the recipient of the Google for Startups Latino Founders Fund award and was recently featured here: https://startup.google.com/alumni/stories/botco-ai/