Job Description

The ideal candidate will have impeccable relational skills and can create win/win environments for all parties that he or she works with. This candidate will be responsible for providing an excellent customer service experience and help customers achieve their desired goals.

What Youll Do

Customer Onboarding & Adoption

• Lead onboarding sessions, helping customers configure within their delivery environments and existing tool stacks.
• Guide customers through requirement ingestion, AI copilot setup, and artifact generation workflows.
• Develop tailored rollout plans that align with each customers implementation methodology and team structure.

Technical Enablement

• Train users on AI agents and workflows, including automated requirements capture, document generation, and realtime synchronization.
• Help teams integrate with their internal systems and historical data sources.

Customer Advocacy & Relationship Management

• Maintain strong relationships with professional services teams, solution engineers, and system integrators.
• Serve as the customers internal advocate, ensuring their feedback influences the product roadmap.

Product Expertise & Troubleshooting

• Become a subject-matter expert on platform features, workflows, and implementation best practices.
• Diagnose and resolve technical or process-related issues, partnering with engineering when necessary.

Success Measurement & Continuous Improvement

• Track adoption, utilization, and business impact metrics for each customer.
• Proactively recommend workflow enhancements, new features, and implementation strategies that increase customer ROI.
• Produce success plans, QBRs, and actionable project insights to drive retention and expansion.

What You Bring

Must-Haves

• 37+ years in Customer Success, Solutions Engineering, Professional Services, or Implementation roles.
• Strong understanding of software implementation processes (e.g., SOWs, BRDs, user stories, design docs).
• Technical literacy and comfort working with AI-driven platforms or enterprise SaaS tools.
• Excellent communication and client-facing skills across technical and business audiences.
• Ability to translate customer challenges into actionable workflows and product solutions.

Nice-to-Haves

• Experience in system integration, pre-sales engineering, or consulting.
• Familiarity with tools like Salesforce, NetSuite, SAP, or other enterprise implementation ecosystems
• Previous startup or AI-platform experience.

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