Customer Success Manager

Description Ushur is transforming the way enterprises communicate and engage with customers. Fueled by consumer’s self-service demands, enterprises are modernizing customer engagement and experience models. Ushur is fast becoming the platform of choice for Customer Experience Automation™, enabling these enterprises to leapfrog their digital native counterparts and deliver delightful customer and employee experiences. With cutting-edge Conversational AI, Machine Learning and Intelligent Process Automation technologies, Ushur has enabled Fortune 100 enterprises including some of the world’s most well known brands in healthcare, insurance, banking and financial services sectors to automate their customer engagement. Cloud-native, 100% no-code and purely workflow-driven, Ushur empowers citizen developers within business operations teams to build AI-powered, fully-automated and omni-channel experience to digitally transform customer journeys end-to-end.

Responsibilities

• Be the primary post-sales point of contact, and the owner of the customer journey for assigned customers. This role will collaborate closely with the sales account executive and the solution consultant, Usher Technical Consultants and Data Scientists,  to form a team that supports customers through the entire customer lifecycle including adoption, renewal and expansion.
• Map customer processes to Ushur capabilities & data model
• Manage customer onboarding and partner with other internal team members (solution engineering, product, engineering, sales, etc.) as needed to ensure time to value goals are achieved
• Monitor key customer success metrics to ensure that Ushur is driving results and helping customers achieve their goals
• Provide proactive guidance to key users, encourage adoption, and assist in education on product updates
• Coordinate with customer executive sponsors and project teams to schedule kickoff meetings, facilitate training sessions, help with strategic goal setting, identify potential expansion opportunities, and support the renewal process
• Coordinate Customer Business Reviews, converting data and findings into tables, graphs, and written reports, and prepare presentations to deliver results to clients and management.
• Develop an ongoing relationship with executive sponsors and champions within your client base in order to  become their advocate internally at Ushur
• Gather product feedback to share with our Product and Solution Engineering teams.
• Identify opportunities for customers to act as Ushur advocates (e.g. testimonials, case studies)
• Help foster company-wide culture of Customer Success
• Travel to visit clients on site as needed  during the onboarding and for CBR’s) to provide support, build relationships with key users, and develop expansion strategies with your accounts

Requirements

• Self-starter with a can do and problem solving attitude
• 3+ years Customer Success Manager experience in SaaS companies, within Healthcare, Insurance, Finance industries (highly desirable)
• 3+ years Customer Success experience managing multiple complex 7-8 figure annual contracts (must have)
• Experience as a Solution Engineer or in project delivery is a plus
• Workflow Automation products, AI/ML experience is highly preferred
• Collaborate with Ushur Project Managers and in some cases directly with the client to develop and build a detailed technical project scope and plan to monitor and track progress
• Coordinate internal resources for flawless execution of multiple projects and timely delivery
• Track project performance through the use of data and analytics
• Expertise in dealing with significant change at senior business and IT levels (preferably dealing directly with VP or C-Level Executives)
• Proven effectiveness at leading and conducting executive reviews, training sessions, meetings, and workshops (often remotely)
• Passion for technology and for being a part of a fast-growing SaaS startup where we move quickly and wear many hats
• Flexible approach, able to operate effectively with uncertainty and change
• Ability to travel up to 30%