Director - Customer Success(Remote, US)

Level AI is on a mission to redefine the customer service industry by putting the latest AI/ML advances in the hands of customer care agents so they can solve any customer issues at record speed, creating both happier customers and agents. Join us in our quest to equip call centers with cutting-edge AI technologies so that they can put the human back into the customer care experience.Level AI ( https://thelevel.ai/ ) is a hyper-growth, series B, Silicon Valley-based startup backed by Battery Ventures. We’ve assembled a seasoned team with leaders from organizations such as Amazon Alexa, Facebook, Google, Figma, Freshworks, and Medallia, among others.

Key Responsibilities :

- Coach, lead, and mentor an impactful team of managers and individual contributors

- Develop strategies and process to support best in class customer engagement, adoption, advocacy, retention and growth.

- Contribute best practices to increase product adoption and customer satisfaction

- Partner with our sales team  to support the expansion of Level customers

- Measure team effectiveness through accurate forecasting, performance against core metrics, and customer outcomesHit retention and customer health goals on a quarterly and annual basis

- Driving process change and product adoption through change management, training and enablement, project management, and executive relationships

- Monitoring customer health across the customer journey and taking data-driven actions to influence the right behavior

- Conducting Quarterly Business Reviews at an executive level to demonstrate the qualitative and quantitative valueChampioning and owning customer retention and partnering with sales on upsells

- Advocating for customer needs and educate them on adopting new features as we continue to enhance the product-

- Confidently working in an ambiguous environment, collaborating internally and externally to solve pain points for your customer

- Function as the customer advocate and provide internal feedback on how we can better serve our enterprise customersBe an expert in Level AI product

Qualifications:

- A minimum of 7+ years of customer-facing experience in a SaaS environment.

- You are familiar with key marketing and service channel technologies

- Ability to build relationships, network, and understand Customer Experience (CX) technology complexities

- Comfortable analyzing big data, creating reporting, developing KPIs, and building actionable recommendations

- Ability to execute and facilitate commercial transactions (pitching, negotiating, closing)Ability to think strategically and guide conversations and account progress regarding the client’s vision and roadmap for success

- Experience driving customer success & value-based conversations relating to adoption

- Ability to communicate effectively, both verbal and written, at all levels of the organization

- Desire to work in a dynamic startup where your input is desired to help craft our offerings and how we interact with clients

Compensation: We offer market-competitive compensation, based on the skill set and aptitude of the candidate.