Offer summary

Qualifications:

10+ years of experience managing large enterprise customers, Experience managing a team of Customer Success Managers (CSMs) preferred, Ability to manage complex deployments at scale, Data-driven and process-oriented individual..

Key responsabilities:

Manage multiple lines of business per customer and ensure alignment with strategic business goals

Monitor customer health and take data-driven actions to influence behavior

Conduct Quarterly Business Reviews to demonstrate value to customers

Collaborate with account managers to create plans focused on retention and growth.

Job description

About Us

Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Built on the most accurate AI engine in the industry, Observe.AI uncovers insights from 100% of customer interactions and maximizes frontline team performance through coaching and end-to-end workflow automation. With Observe.AI, companies can act faster with real-time insights and guidance to improve performance, from more sales to higher retention.

Observe.AI is trusted by hundreds of customers and partners, including Pearson, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. Raised our $125 million Series C led by Softbank Vision Fund 2 with participation from Zoom Video Communications, Inc., brings our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator. For more information, visit www.observe.ai.

The Opportunity

We are seeking a Customer Success Director who will manage multiple Strategic Customers of Observe.AI. Strategic Customers are those driving very large Annual Recurring Revenue and will also feature complex and large deployment in scale per customer.

What you’ll do day to day as a Customer Success Director for Strategic Customers:

Manage multiple lines of business/business units per customer
Establish strategic business goals of customer that Observe.ai deployment is expected to drive, ensure solution deployed is aligned to customer’s business goals and are delivering significant impact towards those business goals
Monitoring customer health across the customer journey and taking data driven actions to influence the right behavior
Conducting Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value
Work with business analysts and speech analysts to drive business improvement, measure and report ROI to the customer
Collaborate with account managers to create account plans focussed on driving retention and business growth
Advocating for customer needs and educate them on adopting new features as we continue to enhance the product
Confidently working in an ambiguous environment -- we are a fast moving startup!
Collaborating internally and externally to solve pain points for your customerProviding key contributions to help grow and scale our Customer Success organization

What you’ll bring to the role:

10+ years of experiencing managing large enterprise customers, managing senior level executive relationships
Experience managing a team of CSMs preferred
Ability to manage complex deployments at scale
Manage cross-functional teams to deliver results for the customer
Data-driven, process oriented individual who can point to ways you’ve up-leveled the product / process and people in your professional experience past

Salary Range

The base salary compensation range targeted for this full-time position is $144,000 - $185,000 per annum. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and equity (in the form of options). This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices.

Compensation, Benefits and Perks

Competitive compensation including equity
Excellent medical, dental, and vision insurance options
Flexible time off
12 Company holidays + Winter Break and up to 14 weeks of parental leave
401K plan
Quarterly Lifestyle Spend
Monthly Mobile + Internet Stipend
Pre-tax Commuter Benefits

Our Commitment to Inclusion and Belonging

Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.

If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai.

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