Technical Customer Success Specialist

Job Summary

A company is looking for a Technical Customer Success Manager to provide technical expertise and support to Customer Success Managers across enterprise customer accounts.

Key Responsibilities

• Act as a shared technical resource for CSMs across multiple enterprise accounts
• Support CSMs with technical topics related to platform usage, solution design, and best practices
• Collaborate with internal teams to resolve customer issues and improve documentation and processes

Required Qualifications

• 3-5 years of experience in conversational AI, virtual agents, or intelligent automation
• Experience in a customer-facing technical role such as Customer Success or Technical Support
• Strong understanding of conversational AI fundamentals and NLU concepts
• Solid understanding of contact center operations and customer service workflows
• Ability to analyze conversational behavior and explain technical concepts to non-technical stakeholders