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Customer Success at Avaamo
Los Altos, CA, US
Avaamo is a deep-learning software company that specializes in conversational interfaces to solve specific, high impact problems in the enterprise. Avaamo is building fundamental AI technology across a broad area of neural networks, speech synthesis and deep learning to make conversational computing for the enterprise a reality. Visit: www.avaamo.com for more details 
   
Responsibilities
  • Proactively identify additional Professional Services opportunities, working with the customer to define the customer’s solution roadmap and subsequently managing the activities to achieve the roadmap milestones
  • Partner with business stakeholders to understand, analyze, refine, prioritize, and communicate business needs to ensure that the assigned agile team fully understands the project scope, objectives, and requirements
    • Map customer journey
    • Develop listening points in the journey (e.g., usage, satisfaction, etc.)
    • Standardize interventions for each point in the journey
    • Identify opportunities for continuous improvement
  • Quickly garner knowledge of the Avaamo capabilities (both functional and technical) and integration capabilities.
  • Develop artifacts that translate business needs into executable, user-centered requirements - clearly articulating product decisions to business users, product teams, and internal stakeholders
  • Serve as a product owner for Customer Success capabilities, transformation programs, and internal-facing products/systems (e.g., SAP, Salesforce, Service Now, etc.).
  • Have a firm grasp of technology and the ability to learn every detail of a product to help to troubleshoot and creatively solve problems. You must have a technical background and be familiar with enterprise software and SAAS.
  • Possess excellent project management skills and have experience deploying SAAS solutions to customers. You are genuinely driven to ensure customers are successful.
  • Demonstrate outstanding interpersonal and communications skills, drive conversations, maintain strong long-term relationships with customers and partners, and pave the way to account expansion.
 
Requirements 
 
  • Minimum of 5-7 years of experience in customer success, support, or professional services within a software/SaaS environment.
  • Strong project management skills with a proven ability to estimate, plan and effectively execute and control projects to deliver agreed upon scope on time within budget
  • Exceptional communication skills - able to provide clear & concise guidance through presentations, emails, over the phone, or in person, with a casual, confident, and consultative tone.
  • Demonstrated ability to collaborate and build strong relationships with customers especially at the executive and business sponsor levels
  • Excellent leadership and management skills actively cross-sell/upsell opportunities and cultivate client relationships