Customer Success Associate

Summary

Join Rezolve.ai, a leading AI-first SaaS company, as a Customer Success Associate and play a pivotal role in ensuring client satisfaction and platform success. You will lead client onboarding, manage relationships, provide strategic guidance, and maintain platform expertise. Responsibilities include troubleshooting issues, generating reports, and developing educational resources. This role requires a Bachelor's degree, 3-5 years of experience in customer success or related fields, and a deep understanding of customer success KPIs. Strong analytical, communication, and problem-solving skills are essential. Experience with ITSM platforms and AI/ML technologies is advantageous.

Requirements

• Bachelor’s or higher degree in Computer Science, Engineering, or a related technical field
• 3 - 5 years of experience in Customer Success, Support, or Solution Consulting
• Deep understanding of Customer Success KPIs, activities, and managing large accounts
• Strong analytical skills and solid business acumen
• Passion for customer satisfaction and problem-solving, with a desire to understand customers' technical and business environments
• Excellent presentation and communication skills, capable of engaging with various personas within customer organizations
• Ability to thrive in a startup environment with adaptability to changing demands
• Familiarity with AI/ML technologies

Responsibilities

• Lead the onboarding process for new clients, ensuring a smooth transition onto the Rezolve.ai platform by understanding client needs, configuring the platform, and providing comprehensive training to key stakeholders
• Develop and maintain strong relationships with clients, acting as the primary point of contact for inquiries, issues, or support needs
• Regularly communicate with clients to understand evolving requirements and ensure satisfaction with Rezolve.ai services
• Serve as a trusted advisor, offering strategic guidance on maximizing value from Rezolve.ai
• Identify opportunities for improvement and provide recommendations tailored to clients' specific goals and objectives
• Develop a deep understanding of the Rezolve.ai platform, features, and functionalities
• Stay updated on product enhancements and effectively communicate changes to clients to ensure full utilization of the platform
• Represent the voice of the customer within Rezolve.ai, collaborating with internal teams (product development, marketing, etc.) to incorporate client feedback into product roadmaps and service offerings
• Proactively monitor client engagement and usage metrics to identify risks of churn or upsell opportunities
• Develop and execute strategies for retention and expansion, including regular business reviews and contract renewals
• Troubleshoot and resolve client issues with the Rezolve.ai platform promptly
• Escalate complex issues to internal teams and follow up to ensure satisfactory resolution
• Establish key performance indicators (KPIs) and success metrics to track the effectiveness of customer success initiatives
• Generate regular reports and dashboards to monitor progress and identify areas for improvement
• Develop and deliver user guides, tutorials, and best practices to help clients maximize platform usage
• Offer personalized training sessions and workshops tailored to client needs
• Stay informed about industry trends, best practices, and the competitive landscape in customer success and AI-driven solutions
• Share insights and recommendations to help clients achieve their business objectives

Preferred Qualifications

• Experience with ITSM platforms, IT automation, and technical support systems is advantageous
• Experience with Java, JavaScript, Python, or other scripting/programming languages is a plus