Customer Success Manager

5 days ago

Vancouver British Columbia, British Columbia, Canada TechioSoft Full time

About the Role:

We are seeking a Customer Success Manager with a strong technical background and proven experience in delivering AI and Digital Transformation solutions. This role focuses on ensuring client success through solutioning, ongoing support, and driving business value while identifying opportunities for upselling and cross-selling additional services. The ideal candidate will have experience in IT consulting, digital transformation, and a passion for helping clients maximize the value of AI solutions.


Key Responsibilities:

  • Client Engagement and Success:
  • Serve as the primary point of contact for clients, gaining a deep understanding of their goals, challenges, and business needs in AI and digital transformation.
  • Deliver technical expertise and guidance to ensure the successful adoption of AI and Digital Transformation solutions.
  • Proactively identify areas for process improvement and further digital transformation within the client's operations.
  • Solutioning and Delivery:
  • Collaborate with internal teams (engineering, product development, sales) to develop tailored AI and digital transformation strategies aligned with client objectives.
  • Design and implement custom AI solutions, integrating them with existing business processes and IT infrastructures.
  • Ensure successful project delivery and ongoing optimization of implemented solutions to meet evolving client needs.
  • Upselling and Cross-Selling:
  • Proactively identify opportunities to expand existing accounts through upselling and cross-selling relevant AI and digital transformation services.
  • Work closely with the sales team to promote additional services and solutions based on client requirements and business goals.
  • Build strong relationships with clients to drive customer retention and revenue growth.
  • Account Management and Growth:
  • Develop long-term client relationships by ensuring consistent communication, project management, and proactive follow-up.
  • Collaborate with the sales team to identify upsell and cross-sell opportunities to enhance client satisfaction and expand the scope of engagement.
  • Technical Support and Troubleshooting:
  • Act as a subject matter expert (SME) for AI and digital transformation solutions, providing technical support and troubleshooting assistance as needed.
  • Assist clients with technical challenges, ensuring timely resolution and optimal performance of deployed solutions.
  • Performance Monitoring and Reporting:
  • Track client success metrics and provide regular reporting on the ROI of AI and digital transformation initiatives.
  • Conduct periodic business reviews to ensure solutions are aligned with the client's evolving business goals and objectives.


Qualifications:

  • Education:
  • Bachelor’s or Master’s degree in Computer Science, Information Technology, Business Management, or a related field.
  • Experience:
  • 5+ years of experience in customer success, IT consulting, or solution delivery in AI and digital transformation.
  • Proven track record in upselling, cross-selling, and driving revenue growth from existing accounts.
  • Technical Skills:
  • Strong understanding of AI/ML technologies and their applications in various industries.
  • Experience with cloud platforms (Azure, AWS, GCP) and IT infrastructure integration.
  • Familiarity with digital transformation tools and methodologies, such as automation, data analytics, and business optimization strategies.


Why Join Us?

  • Be part of a collaborative, friendly work environment.
  • Enjoy a competitive compensation package.
  • Expand your skills and grow in cloud and AI technologies.
  • Work in a comfortable, well-equipped office.
  • Receive paid vacation days and sick leave.
  • Dental and medical Insurance.

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