Senior Customer Success Manager- East Coast

We are seeking a dynamic and experienced Senior Customer Success Manager to lead and manage relationships with our high-profile, Fortune 500 clients. This role is critical in ensuring client satisfaction, successful implementations, and driving the adoption of our cutting-edge AI solutions. If you thrive in a fast-paced startup environment and have a passion for innovation and client success, we want to hear from you.

About Us

aiOla is a deep tech Conversational, Voice, and Speech AI lab with an enterprise-level ASR foundation model and TTS technology. It’s designed to help enterprises and developers adapt speech technologies to any process, whether through seamless API integration or an intuitive in-house app – We specialize in speech-to-text and text-to-speech AI that deliver unmatched accuracy (95%), in any language, accent, jargon, vertical or acoustic environment.

Our patented ASR technology, backed by world-renowned researchers, empowers enterprises to capture spoken data in real-time, structure it, and turn it into actionable insights through a centralized data platform. From empowering frontline workers with hands-free workflows to enabling voice AI agents with enterprise-grade ASR and TTS, aiOla seamlessly integrates into workflows, internal apps and products.

With 120+ languages, robust privacy features, and real-time processing, we’re the trusted partner for enterprises looking to drive efficiency, collect more data and make smarter decisions through AI-driven conversational technology.

Requirements:

• Bachelor’s degree in Business, Computer Science, Engineering, or related fields; advanced degrees or certifications (PMP, Agile, Lean, Six Sigma) are a plus.
• 5+ years of experience in Customer Success, Project Management, or Program Manager roles, preferably within the AI or tech sectors.
• Proven success managing high-profile client relationships, particularly Fortune 500 clients.
• Experience with AI technologies or working in AI-focused companies is highly desirable.
• Demonstrated ability to manage large-scale implementation projects and deliver on tight deadlines.
• Technical Orientation: Basic understanding of AI technologies and data science principles, with the ability to communicate technical concepts to non-technical audiences.
• Exceptional communication, presentation, and interpersonal skills to build rapport and establish trust with clients.
• Strong organizational skills with the ability to manage multiple projects simultaneously.
• Problem-solving skills with a proactive and creative approach to challenges.
• Team-oriented with a collaborative mindset and positive attitude.
• Fluent in English; additional proficiency in French is a plus.
  
  

Responsibilities:

• Client Relationship Management: Develop and maintain trusted, strategic relationships with high-profile clients, particularly Fortune 500 companies, ensuring their ongoing satisfaction and success.
• Client Onboarding: Oversee the onboarding process, guiding new clients through product setup, demonstrations, and training. Develop and deliver custom onboarding materials to ensure smooth integration.
• Implementation Project Management: Build and maintain project plans with clear timelines and deliverables. Coordinate with Product, R&D, and Data Science teams to ensure successful implementation and deployment.
• Client Workshops: Design and lead workshops and trainings with key clients to demonstrate our AI capabilities, present case studies, and brainstorm tailored implementation ideas.
• Client Engagement: Serve as the primary point of contact for clients, addressing questions, issues, and feedback promptly while fostering long-term, trust-based relationships.
• Success Tracking: Establish and monitor KPIs to measure client outcomes and product effectiveness. Conduct regular reviews of client data to identify improvements, anticipate challenges, and escalate issues when needed.
• Product Feedback Loop: Collect and relay client insights to the product team, contributing to product updates and enhancements that reflect client needs. Communicate new features to clients and prioritize their feedback.
• Reporting: In collaboration with our data analysts, create detailed reports on client progress, highlighting metrics, successes, and areas for improvement. Share insights with stakeholders, including executive management, to drive strategic decisions.
• Problem Resolution: Proactively identify and resolve client issues, implementing creative solutions to mitigate risks and ensure satisfaction.