We are seeking an experienced and driven Senior Customer Program Manager to join our team and oversee the end-to-end client journey for our cutting-edge AI product.
The ideal candidate will excel in client onboarding, implementation, and ongoing success management, ensuring that clients achieve their desired outcomes and derive maximum value from our AI solutions.
Responsibilities:
Client Workshops: Plan and lead onsite workshops with strategic opportunities and clients to demonstrate our unique AI technology, showcase case studies, and brainstorm relevant implementation ideas.
Client Onboarding: Lead the onboarding process for new clients, including product demonstrations, setup, and initial training. Develop and deliver onboarding materials and resources tailored to client needs.
Project Management: Create and manage project plans around POCs, timelines, and deliverables to ensure a smooth implementation of the AI product. Coordinate internal resources and manage client expectations throughout the project lifecycle. Work closely with Product, R&D, and Data Science teams.
Client Engagement: Serve as the primary point of contact for clients, addressing any issues, concerns, or feedback promptly. Build strong, long-term relationships with clients to foster trust and ensure high levels of satisfaction.
Success Tracking: Develop metrics and KPIs to measure client success and product performance. Regularly review and analyze client data to identify areas for improvement, proactively address potential challenges, and escalate issues when necessary.
Training & Support: Provide ongoing training and support to clients to ensure they are fully equipped to utilize the AI product effectively. Develop and update training materials, FAQs, and best practice guides.
Product Feedback: Gather client feedback, issues, and insights to inform product enhancements and updates. Collaborate with the product team to relay client needs and contribute to the continuous improvement of the AI product. Communicate product releases and identify the urgency of production feedback.
Reporting: Prepare and present regular reports on client progress, success metrics, and overall program performance to stakeholders, including executive management presentations. Highlight achievements, challenges, and recommendations for improvement.
Problem Resolution: Identify and resolve any issues or roadblocks that may arise during the clients use of the AI product. Implement creative solutions to mitigate risks and ensure client satisfaction.
The ideal candidate will excel in client onboarding, implementation, and ongoing success management, ensuring that clients achieve their desired outcomes and derive maximum value from our AI solutions.
Responsibilities:
Client Workshops: Plan and lead onsite workshops with strategic opportunities and clients to demonstrate our unique AI technology, showcase case studies, and brainstorm relevant implementation ideas.
Client Onboarding: Lead the onboarding process for new clients, including product demonstrations, setup, and initial training. Develop and deliver onboarding materials and resources tailored to client needs.
Project Management: Create and manage project plans around POCs, timelines, and deliverables to ensure a smooth implementation of the AI product. Coordinate internal resources and manage client expectations throughout the project lifecycle. Work closely with Product, R&D, and Data Science teams.
Client Engagement: Serve as the primary point of contact for clients, addressing any issues, concerns, or feedback promptly. Build strong, long-term relationships with clients to foster trust and ensure high levels of satisfaction.
Success Tracking: Develop metrics and KPIs to measure client success and product performance. Regularly review and analyze client data to identify areas for improvement, proactively address potential challenges, and escalate issues when necessary.
Training & Support: Provide ongoing training and support to clients to ensure they are fully equipped to utilize the AI product effectively. Develop and update training materials, FAQs, and best practice guides.
Product Feedback: Gather client feedback, issues, and insights to inform product enhancements and updates. Collaborate with the product team to relay client needs and contribute to the continuous improvement of the AI product. Communicate product releases and identify the urgency of production feedback.
Reporting: Prepare and present regular reports on client progress, success metrics, and overall program performance to stakeholders, including executive management presentations. Highlight achievements, challenges, and recommendations for improvement.
Problem Resolution: Identify and resolve any issues or roadblocks that may arise during the clients use of the AI product. Implement creative solutions to mitigate risks and ensure client satisfaction.
Requirements:
Bachelors degree in Business, Computer Science, Engineering, or a related field. Advanced degree or relevant certifications (such as PMP, Agile, Lean, Six Sigma) are a plus.
5+ years of experience as a Program Manager, Project Manager, PMO, Customer Success, or similar role, preferably within the AI or technology sector.
Strong understanding of AI technologies and their applications, with the ability to explain complex concepts to non-technical stakeholders. Knowledge of data science principles and AI product lifecycle management is an advantage.
Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and trust with clients.
Strong problem-solving skills and the ability to handle multiple projects and priorities simultaneously.
Demonstrated ability to drive client success and deliver high-quality results.
Experience working with enterprise clients or large-scale implementations.
Team player with a positive attitude and collaborative spirit.
Exceptional communication in English (verbal & written), and presentation skills.
Ability to travel twice a quarter (mainly EU and APAC).
Bachelors degree in Business, Computer Science, Engineering, or a related field. Advanced degree or relevant certifications (such as PMP, Agile, Lean, Six Sigma) are a plus.
5+ years of experience as a Program Manager, Project Manager, PMO, Customer Success, or similar role, preferably within the AI or technology sector.
Strong understanding of AI technologies and their applications, with the ability to explain complex concepts to non-technical stakeholders. Knowledge of data science principles and AI product lifecycle management is an advantage.
Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and trust with clients.
Strong problem-solving skills and the ability to handle multiple projects and priorities simultaneously.
Demonstrated ability to drive client success and deliver high-quality results.
Experience working with enterprise clients or large-scale implementations.
Team player with a positive attitude and collaborative spirit.
Exceptional communication in English (verbal & written), and presentation skills.
Ability to travel twice a quarter (mainly EU and APAC).
This position is open to all candidates.
