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AI Post-Sales & Customer Experience Automation Specialist
Full-time
Spoki is a Conversational Platform that helps companies build authentic relationships with their customers through WhatsApp and Artificial Intelligence. This is a completely new position designed for those who want to be on the front line of the future of work.
What You'll Do
Design and orchestrate intelligent journeys: Create AI-powered post-sales paths that guide each customer through onboarding, activation, advanced adoption, and advocacy — hyper-personalized based on their needs, industry, and platform maturity level.
Connect all the pieces: Ensure every stage of the post-sales journey works smoothly and seamlessly with minimal manual intervention.
Innovate relentlessly: Experiment, optimize, and continuously find new ways to reduce time-to-value, increase adoption, and lower churn.
Key Responsibilities
Map the end-to-end post-sales customer journey and identify every opportunity for automation and personalization.
Build, maintain, and monitor automation workflows integrated with CRM, the Spoki platform, and customer stack tools.
Design AI-assisted touchpoints (personalized onboarding sequences, intelligent follow-ups, dynamic educational content, behavioral nudges, conversational agents).
Configure data flows, webhooks, and API connections between CRM, platform, marketing tools, and data sources.
Define and manage customer health scores, churn-risk triggers, escalation rules, and automated re-engagement workflows.
Run A/B tests and continuous experiments; define success metrics and iterate.
Train and enable Customer Success, Support, and Operations teams on new automations and tools.
Who We're Looking For
Fluent in Italian; English is a strong plus.
AI-native: uses AI tools daily (ChatGPT, Claude, automation agents, no-code platforms) to build, analyze, and ship faster.
Obsessed with customer success: not satisfied until every customer achieves their goals with the platform.
Detail-obsessed: automations bring precision, not chaos. Every flow is designed, tested, and monitored.
Autonomous yet aligned: can prioritize, execute, and deliver without constant supervision.
