Job
Description
About Codvo.ai: Codvo.ai is a human-centric AI company solving complex enterprise problems through cutting-edge solutions in Generative AI, Data & Analytics, and Cloud Engineering . We work with Fortune 500 clients across mortgage, retail, oil & gas, and other industries to transform operations, decision-making, and customer experiences. What You'll Do (Key Responsibilities): Lead Customer Success & Support: Develop and execute a comprehensive customer success strategy. Oversee and directly manage all aspects of customer support for our generative AI product suite, ensuring timely and effective resolution of inquiries and issues. Strategic Customer Onboarding & Integration: Guide new customers through a seamless onboarding process, ensuring successful integration and adoption of our pulse mobile app, knowledge space APIs, and intelligent AI agents into their existing workflows and systems. Proactive Relationship Management: Build and nurture strong, long-lasting relationships with key customer stakeholders, acting as their trusted advisor and primary point of contact. Understand their business goals and ensure our products are delivering tangible value. Drive Product Adoption & Value Realization: Proactively monitor customer health, identify opportunities for deeper engagement, and drive adoption of advanced features. Develop resources, best practices, and conduct training sessions to help customers maximize their ROI. Technical Guidance & Problem Solving: Provide expert-level support for our technically sophisticated products. Troubleshoot issues related to API integrations, mobile app functionality, and AI agent performance, collaborating closely with engineering and product teams for resolution. Manage Product Updates & Communication: Effectively communicate product updates, new features, and maintenance schedules to customers, ensuring they understand the benefits and any necessary actions. Manage customer expectations and feedback related to these updates. Voice of the Customer: Act as the internal voice of the customer, gathering feedback, insights, and pain points to inform product development, sales, and marketing strategies. Develop & Maintain Knowledge Base: Create and maintain comprehensive documentation, FAQs, and support materials for both internal and external use. Performance Tracking & Reporting: Define, track, and report on key customer success metrics (e.g., adoption rates, customer satisfaction, churn, expansion opportunities). Who You Are (Required Qualifications & Skills): Bachelor's degree in Computer Science, Engineering, Business, or a related field. 5+ years of experience in a Customer Success, Technical Account Management, or senior Customer Support role, preferably within a SaaS or AI product company. Proven experience supporting and managing customers using complex technical products, including APIs and mobile applications. Strong understanding of AI concepts; specific experience with generative AI, LLMs, or related technologies is highly desirable. Excellent communication, interpersonal, and presentation skills, with the ability to explain complex technical concepts to both technical and non-technical audiences. Demonstrated ability to build strong relationships with customers and act as a trusted advisor. Proactive problem-solver with strong analytical skills and a data-driven approach to customer success. Experience in developing and implementing customer support processes and best practices. Ability to work independently and manage multiple priorities in a fast-paced, evolving startup environment. Empathy for customer challenges and a genuine passion for helping them succeed. Bonus Points (Desired Qualifications & Skills): Direct experience with generative AI products or platforms. Experience in a leadership or team lead capacity within a customer support or success function. Familiarity with CRM software (e.g., HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero). Experience in creating technical documentation or training materials. Understanding of software development lifecycles and agile methodologies. Show more Show less
