Customer Success Specialist - US

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Salary: (Salary not provided in the description)

Ema is building the next generation AI technology to empower every employee in the enterprise to be their most creative and productive. Our proprietary tech allows enterprises to delegate most repetitive tasks to Ema, the Universal AI employee. We are founded by ex-Google, Coinbase, Okta executives, and serial entrepreneurs. We’re well-funded by the top investors and angels in the world. Ema is based in Silicon Valley with offices in Bangalore. This role focuses on driving customer engagement, onboarding, retention, and growth within enterprise accounts.

Requirements

• Relevant Experience: 5+ years in Customer Success, preferably in Enterprise SaaS.
• AI Knowledge: Familiarity with artificial intelligence technologies, concepts, and applications, with the ability to articulate their value proposition to potential customers.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey complex information and build rapport with diverse audiences.
• Strategic Thinking: Strong analytical and problem-solving skills, with the ability to understand customer needs, identify opportunities, and develop tailored solutions to drive sales growth.
• Negotiation Skills: Demonstrated ability to negotiate and close deals, with a keen understanding of pricing strategies, contract terms, and negotiation tactics.
• Customer Focus: Customer-centric mindset with a commitment to delivering exceptional service and building long-term relationships with clients.
• Adaptability: Ability to thrive in a fast-paced startup environment, with the flexibility to adapt to changing priorities, overcome challenges, and seize opportunities for growth.

Responsibilities

• Customer Engagement:
  • Develop deep relationships with enterprise customers across various industries.
  • Understand customer needs, business goals, and challenges to align solutions effectively.
  • Serve as the trusted advisor and single point of contact for enterprise accounts.
  • Conduct regular business reviews to track KPIs, drive adoption, and showcase value.
• Customer Onboarding & Product Adoption:
  • Manage the onboarding process, ensuring smooth deployment and integration.
  • Train and educate customer teams on product usage, new features, and best practices.
  • Monitor product adoption and proactively address potential challenges.
• Retention & Growth:
  • Identify upselling and cross-selling opportunities to help customers expand their usage.
  • Manage renewals and reduce churn by addressing risks and advocating customer needs internally.
  • Collaborate with the sales team to drive account expansions and referrals.
• Issue Resolution & Customer Advocacy:
  • Partner with technical support to resolve issues quickly and efficiently.
  • Escalate critical customer concerns to relevant internal stakeholders.
  • Act as the voice of the customer, providing product feedback and insights to the product team.
• Metrics & Reporting:
  • Track key metrics such as NPS, customer health scores, and renewal rates.
  • Maintain customer records, activities, and progress in the CRM system.

Application Instructions

• (Application instructions not provided in the description)