Customer Success Manager (Conversational AI) - Pypestream｜Meet.jobs

Location: New York, NY (or remote)
Department: Customer Success
Reports to: Director of Customer Success

Who we are:
Founded in 2015, Pypestream is conversational AI built for scale. Built to usher the customer-centric enterprise into the digital age with “always-on” automation. No more single-task chatbots, no more embarrassing NPS scores, and no more cobbling together technologies from multiple vendors. We elevate customer experiences with the power of a full-stack platform, military-grade security, native NLU capabilities, and the only patented B2C messaging carrier purpose-built to handle any volume.

Why you should join:

• We are a growing team of delivery experts, designers, engineers and data scientists focused on creating a communication platform allowing for intimate yet scalable conversations.
• We have a close-knit, high-performing Customer Success team that works collaboratively with the Customer Experience (Product Implementation) and Product teams to ensure the success of all our customers.
• We’re passionate about solving our customer’s most complex problems through intelligent conversational design and advanced automation integration.
• You’ll be given the freedom to develop new processes and bring fresh ideas to the table, while receiving the support and guidance from an experienced management team.

What we’re looking for:
Someone who is a self-starter with a desire to tackle the toughest challenges faced by our enterprise customers. A Customer Success Manager (CSM) is able to dissect problems, think critically and explain complex topics in simple terms to our customers. CSM’s always have the customer’s best interest in mind and are able to recommend changes and enhancements to deployed solutions, respond to support requests or technical issues, and manage the overall day-to-day relationship with each of their accounts.

What you'll do:

• Manage multiple (4-6) customer accounts simultaneously - once Pypestream has been deployed into production - with a regular cadence of checkpoints and communication.
• Establish a trusted and strategic advisor relationship with each customer and act as their spokesperson within Pypestream to drive continued adoption of our product.
• Manage deployed solutions by optimizing conversational flows, re-training and expanding NLU capabilities and troubleshooting backend integrations (if/when needed).
• Create and maintain reporting dashboards that include key performance metrics, trends, and usage data for each customer.
• Utilize various data analysis techniques (SQL, Topic Modeling, User Traversal Heatmaps) to uncover improvement areas / optimization opportunities for deployed solutions.
• Visit customers (1-2 times per month) to meet with key stakeholders to provide reports on overall solution performance and manage the ongoing relationship. (Note: Customer travel is currently suspended due to the ongoing COVID-19 pandemic in the US.)
• Work with Pypestream’s Product team to review and prioritize customer feature requests, advocating on the customer’s behalf.
• Work with Pypetream’s Engineering team to review and address support tickets raised by customers.
• Identify potential follow-on opportunities within assigned customers and work with Pypestream’s Sales team to grow Pypestream’s footprint.

What's expected:

• US Citizenship or Green Card
• Bachelor’s Degree (Data Science, Linguistics, or Analytics degrees preferred)
• 3-5 years work experience (enterprise SaaS industry preferred)
• Experience in a customer-facing role (enterprise SaaS industry preferred)
• An analytical mind, attention to detail, self-motivated performer
• Ability to work collaboratively in a team to extract best practices and learn on the job
• Professional demeanor and impeccable written / verbal communication skills
• Expertise in data manipulation and analysis to extract actionable insights
• Hands-on experience with analytical and visualization tools (e.g., SQL, Google Data Studio, GraphML, Elastic/Kibana)
• Understanding of (minimum) or hands on experience with (preferred) Natural Language Understanding (NLU) classifiers and concepts
• Knowledge of Python 3.x, REST/SOAP APIs preferred
• Exposure to PM / Issues Tracking tools (e.g., Confluence, Jira) and version control software (e.g., GitHub)

What you’ll get:

• A dynamic culture where performance and results are rewarded, coworkers collaborate and support one another, and individuals can contribute beyond their dedicated role
• Competitive compensation including base salary, performance bonuses and options
• Top-tier medical/dental/vision coverage, 401K, self-managed PTO, and a flexible WFH policy (given COVID-19)
• An amazing, open office space with a stocked kitchen, right in Chelsea at the center of Silicon Alley (which we hope to fully utilize again soon!)