Customer Success Manager
hace 2 días
As an Espressive Customer Success Manager, your overall mission is to help drive company growth and customer success by partnering with customers, driving customer and product innovation, and helping deliver an amazing employee experience.
In this role, your key responsibilities will be to:
- Assist customers in setting up and navigating programs or software associated with Barista
- Serve as overall AI Subject Matter Expert for customers
- Spearhead customer training initiative, helping train all onboarded customers
- Help deliver new innovative AI and ML capabilities to customers
- Uncover customer business objectives and overall AI and ML strategy
- Partner with customers on enhancing overall employee experience
- Deliver product demonstrations and proof of concepts
- Measure and Deliver on customer objectives and prove ROI
- Renew Customer contracts by delighting customers and delivering Business Value
- Come up with creative employee adoption strategies
- Partner with product management on prioritizing customer feature requests
- Cross enable teams based on customer best practices that you uncover
What you will bring to the Espressive family:
- Experience in customer-facing roles, enterprise pre-sales or delivery
- Experience Building/Leading Customer training.
- Hands-on Experience with ITSM platforms like ServiceNow, Cherwell, BMC,
- Etc preferred
- 3-5 years of experience in customer success or key account management or similar
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and foster positive business relationships
- Ability to rapidly embrace and learn new AI/ML/NLP technology
- Excellent project management skills focused on customer delivery
- Ux mindset for creating great/effective customer interactions
- ITSM or HR industry knowledge and best practices
- Ability to work on multiple projects and prioritize customer success
- Ability to travel 30% of the time
About Espressive
Espressive redefines how employees get help by delivering exceptional employee experiences.
We were founded on the belief that getting help at work shouldn’t be so hard. While others have focused on solving the problems faced by help desk analysts, Espressive shifted the focus to the employee — because you can’t have self-service if employees are not engaged.
Barista, our virtual support agent (VSA), brings the ease of consumer virtual assistants, such as Alexa and Google Home, into the workplace, delivering a personalized user experience that results in employee adoption rates of 80-85% and reduced help desk call volume of 40-60%.
We've raised our series B and are funded by some of the best VCs in the world. We have a highly experienced, small team, led by a CEO and executive team with a proven track record of building successful companies. We have offices in Santa Clara, California, Salt Lake City, Utah and Guadalajara, Mexico.
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