Lead Enterprise Customer Success Manager
People.aiSalary not specified
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Technology, Artificial Intelligence, Customer ExperienceIndustries
Requirements
- 8+ years of customer-facing experience in SaaS or AI, with a strong background in customer success, account management, consulting, or implementation
- Proven success in managing complex enterprise accounts and developing long-term customer relationships
- Comfort with measuring outcomes and leveraging business intelligence tools to track success metrics and optimize performance
- A passion for customer success with the ability to empathize, problem-solve, and provide proactive solutions that drive business results
- Exceptional verbal and written communication skills, with the ability to influence and collaborate across teams and at all levels
Responsibilities
- Serve as the primary point of contact for enterprise-level accounts, guiding customers through the entire post-implementation journey to maximize product adoption and ROI
- Build strong C-level and executive relationships, championing your customer's needs within ASAPP while also acting as a bridge between product teams and customers
- Collaborate with clients to define measurable success metrics, align on business goals, and ensure ASAPP’s AI solutions consistently deliver value
- Focus on both customer retention and account growth, proactively identifying opportunities to expand the partnership and drive additional value
- Work closely with product, engineering, and support teams to identify and resolve any challenges, and provide actionable feedback that helps refine our offerings
- Develop and execute strategic account plans that align with customer objectives, ensuring continued engagement and positive outcomes
- Monitor account health, anticipate risks, and collaborate with internal teams to implement solutions or mitigation strategies to keep the customer on track
- Empower customers to leverage ASAPP's full suite of solutions by providing product training, best practices, and continuous support
Skills
Customer Success
Strategic Account Management
Enterprise Clients
AI Adoption
Stakeholder Management
Product Feedback
Engagement Strategies
Cross-functional Collaboration
Executive Relationships
ASAPP
AI tools for enhancing customer service
About ASAPP
ASAPP provides AI-powered tools to improve customer service operations. Their main product is a conversational AI voice and chat agent that accurately transcribes calls, automates call summaries, and generates automated responses to enhance agent productivity. Targeting businesses with high volumes of customer interactions, such as call centers and support departments, ASAPP operates in the customer experience market, which is growing as companies focus on customer satisfaction. They offer their services through a subscription model, allowing clients to access their tools while ensuring ongoing updates. ASAPP's goal is to enhance human performance in customer service by addressing inefficiencies and providing insights that help businesses make informed decisions and improve customer experiences.
New York City, New YorkHeadquarters
2014Year Founded
$369.6MTotal Funding
SERIES_CCompany Stage
Enterprise Software, AI & Machine LearningIndustries
201-500Employees
Benefits
Learning & Development
Comprehensive Health Benefits
Daily Catered Meals
Vacation
401K Program
Family Leave
Risks
Emerging AI startups could erode ASAPP's market share with similar solutions.
Rapid AI advancements may lead to obsolescence if ASAPP doesn't innovate.
Data privacy concerns and regulatory scrutiny could impact ASAPP's operations and client trust.
Differentiation
ASAPP's AI Native products enhance productivity by automating workflows and augmenting human activity.
The CXP platform provides real-time guidance for customer care and sales agents.
ASAPP's machine learning models continuously learn from interactions, improving agent performance without manual programming.
Upsides
CoachingAI automates quality assurance, allowing supervisors to focus on agent coaching.
Frank Slootman's board membership could enhance ASAPP's strategic market positioning.
AutoTranscribe's high accuracy improves contact center efficiency by reducing transcription errors.
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