Customer Success Manager

Description:

This full-time, on-site role is located in Edinburgh City and is for an AI Platform - Customer Success Manager / Account Manager. The successful candidate will be responsible for managing customer accounts, building strong relationships with clients, delivering technical support, managing customer-centric activities, driving new initiatives to improve customer satisfaction, and working closely with cross-functional teams to achieve business goals.

Following are the key roles

1) Customer Onboarding, Training and Support on platform usage

2) Customer billing and collections

3) Identifying upswell / cross sell ie new sales opportunities

4) closure of additional business

5) management of service SLAs

6) Generating regular customer reports on performance

7) creating internal customer dashboard

8) Overall represent the company to the customer and address their issues

9) We will expect the account manager to manage multiple customer accounts so high competence in a planned management is essential

Qualifications

• At least 4 years of experience in a customer-facing role, preferably in the technology industry
• Handling of customers in movie and vlogs industry like Musician, Translators, etc.,
• Experience in managing customer accounts and delivering technical support
• Strong communication, presentation, and negotiation skills
• Experience in project management and cross-functional collaboration
• Knowledge of AI platforms and technologies is a plus
• Ability to work independently and manage multiple tasks simultaneously
• Excellent problem-solving and analytical skills