Netomi · 2 months ago
Technical Customer Success Manager
United States
Full-time
Remote
Senior Level
6+ years expNetomi is on a mission to create artificial intelligence that builds customer love for the world’s largest global brands. The Technical Customer Success Manager will work closely with top-tier clients, ensuring they effectively integrate and utilize AI virtual agents to enhance their customer support operations.
Artificial Intelligence (AI)Customer ServiceDigital MarketingEnterprise SoftwareMachine LearningSaaSSoftware
Responsibilities
Curiosity, Technical Aptitude, Relationship Building, Project Management
Client Onboarding & Implementation
Product Familiarization: Educate customers about the company’s AI virtual agents and ensure they understand how to integrate them into their current support systems (e.g., chat, email, voice)
Customization & Configuration: Work with the client to tailor the virtual agents to their needs, ensuring they align with the client's workflows, tone, and support objectives
Deployment Support: Assist with initial setup and deployment, ensuring that the virtual agents are integrated correctly across various communication channels (chat, email, voice)
Technical Guidance: Provide technical assistance on integrating APIs, configuring conversation flows, training models, and troubleshooting any deployment challenges
Ongoing Customer Support & Troubleshooting
Issue Resolution: Be the first line of contact for troubleshooting issues related to the virtual agents, working to resolve technical problems promptly
Escalation Management: If issues cannot be resolved at the TAM level, escalate them to appropriate internal teams (e.g., engineering, product, or support); manage the escalation process to ensure rapid resolution while keeping the client informed
Proactive Health Checks and System Monitoring: Periodically review the client's environment, identify potential risks, and suggest preventive measures to avoid issues before they arise. Ensure the virtual agents are performing as expected across all channels, reviewing metrics such as accuracy, response time, and user satisfaction, and taking corrective action when needed
Client Relationship Management
Point of Contact: Serve as the primary contact for all technical matters related to the client’s use of virtual agents
Client Advocacy: Advocate for the client’s needs internally, ensuring the virtual agent solution is evolving according to their business goals and that the product roadmap aligns with their priorities
Customer Retention: Build strong, long-term relationships with clients by ensuring they’re continuously satisfied with the service and by offering value-driven, tailored recommendations and solutions
Product Training, Education, and Knowledge
Training Sessions: Lead or coordinate training sessions for client teams, helping them understand how to manage and optimize virtual agents
Knowledge Transfer: Ensure that the client team is self-sufficient in handling the basic functionalities and administrative tasks related to the AI system (such as updating conversational flows, adjusting settings, etc.)
Continuous Learning: Stay up to date with AI developments, natural language processing (NLP), and machine learning techniques used in customer support solutions
Competitive Awareness: Keep track of competitor offerings in the market to ensure the company’s solutions remain competitive and relevant
Performance Monitoring & Reporting
Analyze AI Effectiveness: Regularly review key performance indicators (KPIs) like response accuracy, customer satisfaction, response times, and conversion rates
Report Generation: Provide clients with insightful reports and data that showcase the performance of their virtual agents to identify trends, areas for improvement, and make actionable recommendations
Optimization: Advise clients on best practices for improving the performance of their virtual agents, such as updating dialogue scripts or improving AI training data
Collaboration with Internal Global Teams
Product Feedback: Gather client feedback regarding the virtual agent’s performance and communicate this feedback to the product and engineering teams for continuous improvement
Feature Requests: Act as the customer's champion, gathering insights into new features or improvements that clients may need and advocating for them in product development
Cross-functional Communication: Work closely with product managers, data scientists, and developers to resolve complex client issues and deliver optimal AI solutions
Global Collaboration: Work across multiple time zones to support global customers and teams, ensuring timely responses and proactive engagement; effectively balance flexibility with availability
Strategic Planning & Account Growth
Client Strategy Alignment: Understand the client’s business goals and proactively suggest how the AI virtual agents can be leveraged to meet those objectives
Upselling & Cross-selling: Identify opportunities for expanding the use of AI technology within the client’s organization, whether that means adding new channels, expanding capabilities, or using advanced features (e.g., analytics, automation)
Quarterly Business Reviews (QBRs): Conduct regular, quarterly strategic reviews with clients to discuss performance, roadmap, new features, and opportunities for growth or improvement
Documentation, Best Practices, and Change Management
Create Documentation: Develop and maintain clear technical documentation, including guides, FAQs, and troubleshooting resources, to help clients manage and optimize their virtual agents
Standard Operating Procedures (SOPs): Create and maintain SOPs for common troubleshooting issues and best practices related to virtual agents
Maintain accurate and up-to-date records of client interactions and account activities in our system of record
Feature Rollouts: Coordinate with clients during the release of new product features or updates to ensure a smooth transition, including handling any required updates to existing virtual agent configurations
Client Change Requests: Manage client requests for customizations or changes to their virtual agents, balancing customer needs with technical feasibility
Qualification
Required
More than 6+ years of experience in a Technical Customer Success or Technical Account Management role within a B2B, SaaS environment
Self-assured, self-starter with proven ability to work in a fast-moving startup culture and a willingness to make quick judgments based on continuous prioritization and evolving customer needs
Relevant consulting and project management experience is required, preferably in the SaaS environment
Good sense of curiosity with a genuine desire to learn, think with agility, and apply learnings in new situations
Stellar written and verbal communication tailored to the persona
Proven track record in building strong relationships with VP and C-Suite management in the customer portfolio
Strong sense of technical knowledge, working knowledge of APIs, and managing integrations
Familiarity with customer relationship management (CRM) software and support platforms (e.g. Zendesk, Salesforce, FreshDesk)
Must be willing and able to travel up to 20-30% of the time in response to customer needs, with all necessary travel documents maintained and current
Preferred
Prior work experience with Chat, Email, Voice AI solutions or Agent Desk solutions is preferred but not required
Company
Netomi
Netomi provides multimodal and omnichannel Sanctioned Generative AI for enterprises.
51-200 employees
H1B Sponsorship
Netomi has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
Funding
Current Stage
Growth StageTotal Funding
$106.98MKey Investors
Index Ventures
2025-11-18Undisclosed· $43M
2021-11-17Series B· $30M
2020-07-07Series Unknown· $11.98M
Leadership Team
Puneet Mehta
Founder / CEO
Recent News
2025-11-19
2025-07-18
Google Patent
2025-02-07
Company data provided by crunchbase