Customer Success Manager

SoundHound AI is a publicly-traded leader in conversational AI, dedicated to improving technology for a diverse range of clients. The Customer Success Manager will manage client relationships, drive new product opportunities, and ensure adherence to business metrics while collaborating with internal teams and external stakeholders.

Responsibilities:

• Manage adherence to client and internal application, business case metrics, and profitability
• Identify add on opportunity and work closely with Account Managers to drive those forward
• Grow accounts by identifying and driving new product/revenue opportunities
• Ensure reports delivered are as expected and modify as needed
• Up to 10% travel to attend client meetings as needed to understand client objectives and communicate deliverables and business results
• Handle complex situations with high degree of organization, clarity, and resolution
• Work to create and facilitate higher level, organizational initiatives which benefit CSO and company overall
• Increase value streams by driving and following through on key innovation items
• Assist management with tasks as assigned
• Often works in conjunction with external teams on higher level initiatives
• May act as a client educator providing high level detail and information as it relates to data, industry, etc
• Liaison between engagement team and software team, enter and manage Jira tickets related to software and/or data collection bugs
• Support internal team objectives & pilot programs, including software testing, advise on social media process for design
• Depending on the next chosen career path, develop relationships with clients and tool expansion such as Salesforce (AM), begin to learn technical aspects of the system (PM), or begin to assist with ADD and maintain/create RDD documents (Design)

Requirements:

• Equivalent experience or Bachelor's Degree, with at least 6+ years in prior client facing roles
• Proven track record in creating, maintaining and enhancing customer relationships
• Extremely detail oriented in a fast-paced environment
• Intermediate to advanced Google Suite, Microsoft Excel, PowerPoint, AI tools, etc
• High level of initiative and ability to work well in a team environment
• Excellent written and oral communication skills
• Plans and carries out responsibilities with minimal direction
• Ability to multitask and prioritize issues in a complex environment
• Quickly understands the business issues and data challenges of client's organization and industry
• Assists in the facilitation of team and client meetings, delivers informative, well-organized presentations, develops relationships with client personnel that foster client ties