Ushur is transforming the way enterprises communicate and engage with customers. Fueled by consumer's self-service demands, enterprises are modernizing customer engagement and experience models. Ushur is fast becoming the platform of choice for Customer Experience Automation, enabling these enterprises to leapfrog their digital native counterparts and deliver delightful customer and employee experiences. With cutting-edge Conversational AI, Machine Learning and Intelligent Process Automation technologies, Ushur has enabled Fortune 100 enterprises including some of the world's most well known brands in healthcare, insurance, banking and financial services sectors to automate their customer engagement. Cloud-native, 100% no-code and purely workflow-driven, Ushur empowers citizen developers within business operations teams to build AI-powered, fully-automated and omni-channel experience to digitally transform customer journeys end-to-end. Responsibilities Be the primary post-sales point of contact, and the owner of the customer journey for assigned customers. This role will collaborate closely with the sales account executive and the solution consultant, Usher Technical Consultants and Data Scientists, to form a team that supports customers through the entire customer lifecycle including adoption, renewal and expansion. Map customer processes to Ushur capabilities & data model Manage customer onboarding and partner with other internal team members (solution engineering, product, engineering, sales, etc.) as needed to ensure time to value goals are achieved Monitor key customer success metrics to ensure that Ushur is driving results and helping customers achieve their goals Provide proactive guidance to key users, encourage adoption, and assist in education on product updates Coordinate with customer executive sponsors and project teams to schedule kickoff meetings, facilitate training sessions, help with strategic goal setting, identify potential expansion opportunities, and support the renewal process Coordinate Customer Business Reviews, converting data and findings into tables, graphs, and written reports, and prepare presentations to deliver results to clients and management. Develop an ongoing relationship with executive sponsors and champions within your client base in order to become their advocate internally at Ushur Gather product feedback to share with our Product and Solution Engineering teams. Identify opportunities for customers to act as Ushur advocates (e.g. testimonials, case studies) Help foster company-wide culture of Customer Success Travel to visit clients on site as needed during the onboarding and for CBR’s) to provide support, build relationships with key users, and develop expansion strategies with your accounts Requirements Self-starter with a can do and problem solving attitude 5+ years Customer Success Manager exp
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