Technical Customer Success Manager

## About the Company Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, MGM, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences. Want to be part of the AI revolution and transform how the world's largest global brands do business? Join us! ## About the Role We seek intelligent, self-motivated individuals who thrive in fast-paced, dynamic, and often uncertain environments—those who demonstrate a high level of personal responsibility, initiative, and dedication. A strong technical foundation is important, along with a deep curiosity to expand your knowledge in the rapidly evolving AI landscape. You should be passionate about our product, driven to continuously learn, and committed to delivering exceptional value to our growing customer base. As we continue to define and shape an emerging market, we are excited to connect with individuals who are energized by innovation and inspired to contribute to something truly transformative. ## 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 addin