Customer Success Specialist

AI Rudder is a software company that harnesses the power of AI voice automation to supercharge customer experiences. With AI voice assistants, your call center can make quality human-like calls at lightning speeds, collecting and analyzing data automatically to reach and activate more customers. AI Rudder helps call centers reduce costs by automating repetitive tasks and lowering agent workload. This frees up agents to focus on things only humans can do. Over the long term, AI Rudder aims to rethink the future of business communication.

The Customer Success Specialist will act as a pivotal bridge between our technical teams and our clients. This role is responsible for ensuring the seamless execution of daily Customer Success activities, ranging from initial Proof of Concept (POC) stages to post-deployment support. The ideal candidate will possess a blend of technical aptitude for L1 troubleshooting and the professional communication skills required for client-facing engagements when called-upon.

Key Responsibilities

1. Technical Support & Issue Resolution

• L1 Troubleshooting:

• Serve as the primary point of contact for technical inquiries, diagnosing issues related to AI agent's system, performance, dialogue flows, and integrations.

• Ticket Management:

• Monitor the customer support queue, ensuring all inquiries are addressed within established Service Level Agreements (SLAs).

• Escalation Coordination:

Effectively document and escalate complex technical bottlenecks to the relevant teams, providing clear context to accelerate resolution.

2. Project Implementation & Deployment

• Account Setup:

• Execute the initial technical onboarding by configuring client accounts within our platform, including user permissions, workspace hierarchy, and security settings.

• Deployment Lifecycle:

• Support the end-to-end implementation process, including System Integration Testing (SIT) and User Acceptance Testing (UAT).

• Go-Live Support:

Provide hands-on assistance during the "Go-Live" switch-over phase to ensure system stability and immediate resolution of any production launch incidents.

3. Client Lifecycle & Pre-Sales Support

• POC Management:

• Assist in the setup and monitoring of Proof of Concept (POC) projects, ensuring the solution meets the client’s predefined success criteria.

• Operational Support:

• Assist the Customer Success Manager (CSM) prepare for business reviews by gathering performance data and usage analytics.

• Documentation:

Maintain comprehensive client records, including technical configurations, deployment schedules, and troubleshooting guides.

Professional Requirements

• Experience:

• 2\+ years of experience in Customer Success, Technical Account Management, or L1/L2 Technical Support within a SaaS, Contact Center, AI solution or related environments.

• Technical Proficiency:

• Familiarity with SFTP, data exchange, API integrations, task synchronization, and basic log analysis. Experience with AI, LLM, SIP or other telecommunications protocols is highly advantageous.

• Project Management:

• Understanding of the software development lifecycle (SDLC) and standard project deployment phases.

• Communication:

• Exceptional written and verbal communication skills, with the ability to translate technical concepts for non-technical stakeholders.

• Education:

Bachelor’s degree in Information Technology, Computer Science, or a related field.