**About Us**- Headquartered in San Mateo, Yellow.ai is a global leader in Conversational AI, delivering autonomous, human-like experiences for customers and employees to accelerate enterprise growth. We believe that memorable conversations are at the heart of every meaningful brand engagement. Over 1100 enterprises, including Sony, Domino's, Hyundai, Sephora, Waste Connections, Ferrellgas, and Randstad, trust our generative AI-powered, no-code Dynamic Automation Platform (DAP).- DAP's proprietary multi-LLM AI engine, DynamicNLP, empowers us to handle 2Bn conversations every quarter across 35+ channels in 135+ languages. We're passionate about delivering conversational experiences via our Dynamic AI agents that help enterprises achieve higher customer satisfaction and employee engagement. We were recently recognized as a Challenger in the 2023 Gartner® Magic Quadrant for Enterprise Conversational AI Platforms and have raised more than $102M from blue-chip investors with offices across six countries.**Our Company's Values****Execute with Clarity & Focus**:- Pursue objectives with precision and unwavering focus.**Create Customer Success**:- Create a customer-centric culture that prioritises experience and satisfaction.**Move the Needle Everyday** - Drive continuous improvement and make tangible progress each day.**Demonstrate Grit** - Exhibit resilience, determination and tenacity in overcoming challenges.**Do More with Less**:- Maximize productivity and outcome while operating within resource constraints**One****Yellow.AI****Team** - Foster a culture of unity and collaboration across the workforce of Yellow.AI.**What will you get to do?**- **Drive Engagement**:- Get involved in the customer lifecycle post delivery through the duration of their subscription period- Identify product usage gaps and provide actionable solutions to the customers- Build value-based relationships with customers and create champions- Conduct Strategic Business Reviews (EBRs and QBRs) to understand customer lifecycle milestones, communicate the value of our product, showcase ROI- Drive desired customer outcomes through a consultative approach- Establish development goals and desired success outcomes and then develop a plan to carry them out successfully- Identify and Process Success milestones for the customers- **Drive Expansion**:- Ensure customer retention by aiding renewals- Identify opportunities for upselling and cross-selling along with the Account Managers- Identify appropriate additional business use cases where Yellow.ai bots can be deployed- Have a strong business sense to keep looking out for new use cases and solutions using our bots to create a win-win situation with customers- **Achieve Advocacy**:- Internal:- Communicate and brain-storm with the product team on customer feedback and help refine the product roadmap- Optimize existing processes within the company and actively enhance all Customer Success initiatives- External:- Work with the customer operations & marketing team to execute customer surveys, case studies, etc- Drive customer advocacy through reviews, testimonials, customer meetups; and creating a center of excellence within the customer's organization- **Build Team**:- Take ownership to build a successful team.- Act as a coach, mentor and consultant to the Customer Success team.- Should have led large teams with hands-on experience in refactoring business processes for higher efficiency and customer delight.**Job Requirement**- Has 1 to 5 years of work experience in a high-touch Customer Success / Strategic Consulting / Pre-Sales consulting role in a B2B SaaS or Tech Product based company- Showcases exemplary written and verbal communication skills to work along with Global Customers- Has worked directly with Large Enterprise Customers in the APAC region- Has an exceptional ability to communicate and foster positive business relationships- Has experience in a Developer role servicing enterprise accounts. Experience with APIs, NodeJS, Javascript- Able to explain the issue from a technical perspective to the Adoption/Support team and coordinate with them to solve the issue if required by using innovative solutions- Ability to prioritize, multi-task and perform effectively under pressure- Proven ability to develop working relationships at all team members, both inside your- company and within your customer accounts.- Demonstrates a deep understanding of customers concerns and thoughts regarding the use of products.- Managed customers across different segments in the past and knows how to manage them differently.- Exhibits a true passion for Customers and for Customer Success.
