Collaborate with CS Team:
Work closely with Customer Success team leads to identify and analyze main pain points, challenges, and areas for improvement.
Conduct thorough assessments to understand team requirements, workflows and KPIs.
AI Solutions Strategy:
Develop and implement AI strategies to address identified pain points and develop new capabilities and insights.
Evaluate and recommend external AI vendors to meet specific needs.
Collaborate with internal dev teams to develop and integrate custom AI solutions.
Stay up-to-date with industry trends and advancements in AI technologies to continuously support the teams as the trusted AI Consultant.
Project Management:
Plan, design, and manage cross-functional projects E2E, ensuring successful delivery.
Oversee the implementation of AI projects, ensuring high quality, timely delivery and alignment with business goals.
Monitor project progress, address issues, and provide ongoing feedback and regular updates to stakeholders.
Additional Responsibilities:
Own CS business processes: drive process optimization, automation, and continuous improvement initiatives.
Translate business requirements into detailed design documents: user stories, solution specs, process diagrams, KPIs measurement & tracking, and reporting.
Build dashboards/reports to track key metrics and manage software that facilitates CS activities.