Technical Customer Success Manager
Core
Provide deep technical expertise and support to Customer Success Managers for enterprise customers implementing conversational AI solutions on the Cognigy platform.
Role type
Technical Customer Success Specialist (IC)
Builds
Enterprise conversational AI solutions (voice and digital) for contact center environments
Domain
Conversational AI, Contact Center, Enterprise Software
Deliverable
production ML models | product features
Required skills
Conversational AI fundamentals, NLU concepts (intents, entities, training data), Generative AI and LLM-based systems, Agentic AI and multi-step orchestration, Contact center operations and workflows, Technical documentation and enablement
Preferred skills
Hands-on experience with enterprise conversational AI platforms, Cognigy platform familiarity, Voice automation and CCaaS integrations
Technologies
Cognigy, CCaaS, CRM, LLMs
Responsibilities
Act as a shared technical resource for CSMs across multiple enterprise accounts, Support CSMs with technical topics related to platform usage, solution design, demos, and best practices, Provide timely responses to technical questions from CSMs and customers, Serve as an escalation point for complex technical questions, Advise customers on conversational AI best practices including dialog design and intent modeling, Collaborate with Support, Product, and Engineering to resolve customer issues, Identify recurring themes and feed insights back to internal teams
Seniority
Mid-level, hands-on IC