Role Introduction
We're seeking a Technical Account Manager to ensure our enterprise customers achieve maximum value from our AI employee platform. You will be responsible for managing customer relationships post-implementation, driving adoption, and providing technical guidance to help customers fully leverage our solution. As a key member of our customer success team, you'll serve as the bridge between our customers' business goals and our platform's technical capabilities. This role offers the opportunity to work with innovative AI technology while building strategic partnerships in an exciting startup environment.
Responsibilities
- Serve as the primary technical point of contact for enterprise customers, building trusted relationships with stakeholders at multiple levels.
- Develop and execute customer success plans that outline clear objectives, adoption strategies, and success metrics aligned with customers' business goals.
- Provide technical product expertise and best practices to help customers maximize the value of our AI employee platform.
- Monitor customer health, usage patterns, and adoption metrics to proactively identify opportunities for increased engagement and value.
- Collaborate with implementation teams during onboarding to ensure a smooth transition to ongoing customer success management.
- Identify and address technical challenges, escalating to engineering teams when necessary while managing customer expectations.
- Conduct regular business reviews with customers to demonstrate ROI, address concerns, and align on future goals and initiatives.
- Design and deliver customized training sessions to increase user proficiency and adoption across customer organizations.
- Partner with sales teams on expansion opportunities within existing accounts, identifying use cases for additional products or services.
- Capture customer feedback and feature requests, collaborating with product teams to influence roadmap priorities.
Qualifications
- 3+ years of experience in customer success, technical account management, or similar roles for enterprise SaaS products.
- Demonstrated technical aptitude with the ability to understand product functionality, integrations, and troubleshoot technical issues.
- Strong track record of managing enterprise customer relationships and driving successful product adoption.
- Experience creating and delivering technical training and enablement programs for business users.
- Excellent communication skills with the ability to translate technical concepts for non-technical audiences.
- Proven skill in developing success plans and tracking measurable outcomes that demonstrate business value.
- Bachelor's degree in Business, Computer Science, or related field; equivalent professional experience accepted.
- Proficiency with CRM systems, customer success platforms, and analytics tools for tracking customer health.
Preferred Skills
- Experience with AI, automation, or enterprise productivity solutions.
- Knowledge of change management methodologies to drive organizational adoption.
- Understanding of API concepts, data workflows, and integration considerations.
- Background in solution consulting or pre-sales engineering for technical products.
- Familiarity with project management approaches to coordinate customer initiatives.
- Experience with customer journey mapping and designing effective customer experiences.
- Certification in relevant customer success methodologies or technologies.
- Background in data analysis to quantify customer success and demonstrate ROI.
Why CozmoX AI?
- Customer Impact: Directly influence how organizations transform their workflows and productivity through innovative AI technology.
- Technical + Relationship: Blend technical expertise with relationship-building in a role that values both analytical and interpersonal skills.
- Strategic Partnerships: Build deep relationships with enterprise customers as a trusted advisor, not just a support resource.
- Growth Opportunity: Develop expertise in an emerging technology category with significant career growth potential.
- Product Influence: Provide valuable customer insights that directly shape our product development and company strategy.
- Mission Alignment: Be part of a mission to revolutionize workplace productivity through AI. Your customer success expertise will ensure organizations realize the full value of our transformative technology.
