Customer Success Manager

December 9, 2024

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Vozy

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Vozy is a company that develops solutions for enhancing customer service experiences through the use of generative AI-powered virtual agents. Their offerings, such as Lili Resolve, Lili Assist, and Lili Analyze, help improve first-contact resolutions, synchronize virtual and human interactions, and analyze customer conversations to uncover trends and improve service quality. Vozy's platform is designed to streamline operations, boost productivity, and provide insights for better business decisions. The company is also committed to information security, holding certifications like ISO 27001, ISO 27017, and ISO 27018, demonstrating compliance with international cybersecurity standards.

Artificial intelligence • Customer service technology • Machine learning • Customer experience • automation

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

🔒 Cybersecurity

💰 $1M Debt Financing on 2022-10

📋 Description

• As a Customer Success Manager, you will be responsible for both retention and growth of assigned business customers • The role has a focus on having key business conversations with customers, understanding in depth the customer's reality, key KPI's and being a support to achieve them • The CSM is responsible for the customer's implementation roadmap with Vozy and for consistently realizing the customer's (and Vozy's) measurable business objectives • This role must work in alignment with all teams in the company and have a proactive attitude to mobilize whatever the customer needs, even before the customer knows it • Act as the "primary point of contact" and customer advocate • Develop, manage and execute strategic account plans that align the client's strategic objectives with Vozy's product offering • Collaborate with internal teams to meet the client's strategic objectives • Develop relationships with all levels of the client, from the most operational contacts to C-level • Communicate progress, opportunities and risks internally and externally, including analysis of product performance and optimization opportunities • Responsible for revenue retention and growth in accounts • Comply with company information security policy • Act at all times in a manner that does not jeopardize the health and safety of themselves, others in the workplace and the information and resources they use

🎯 Requirements

• Team player with ability to collaborate and influence cross-functional teams • English: upper intermediate level • Have work experience in Technology Startup • Strategic and consultative mindset with proven ability to "sell without being a salesperson" • Proven track record in strategic relationship management and/or engagement • Analytical, technical, operational and/or industry knowledge to provide value and relevance to key executives aligned with revenue and growth strategies • Ability to synthesize and prioritize customer feedback, competitive and industry information to improve Vozy product and service delivery • Thoroughness in recording information and discipline in keeping data to make decisions • Proactivity in all activities • Enjoys customer exposure and handling difficult situations • Excellent organizational skills and problem solving abilities • Polished verbal and written communication skills and meticulous attention to detail • Exceptional ability to develop relationships • Highly motivated self-starter who runs toward opportunities • Ability to work cross-functionally in a fast-paced startup environment

🏖️ Benefits

• Remote work 100% (contractor) • Paid Health insurance • 20 vacation days • Day off to celebrate your birthday • 20 annual public holidays • 10 days off to take care of yourself • 10 days disability • Maternity / Paternity leave • Co - work • Platzi license to keep learning and growing • Happy hour bonus • Annual office supplies voucher • Referral bonus • Stock Options