Responsibilities
To handle the end-to-end customer journey from presales requirements gathering and solution design, to the project delivery and subsequent customer success and maintenance, as follows:
Presales:
- Design AI Talkbot solutions for large enterprise customers, aligning product capabilities with customer business needs to highlight value and secure buy-in.
- Define product and service scope, establishing clear boundaries for solution integration, customization, and the interface between the company's products and customer systems.
Solution Delivery:
- Lead project management for delivery and on-site integration projects, including requirement communication, project planning, team coordination, progress promotion, leadership, and risk management until final delivery.
Customer Success:
- Maintain regular client engagement through quarterly business reviews and product training.
- Manage change requests and incident responses per SLA, utilizing product and client business knowledge for effective problem-solving.
- Analyze usage data and business metrics to enhance product adoption and prevent churn.
- Identify and address gaps between client expectations and solution performance, mobilizing internal resources or leading optimization efforts as needed.
- Understand customer needs and conduct upselling based on customer fit and growth stage.
Job Requirements
- Degree in Business Management, Technology, or related fields;
- Experience in consulting, account management, software project management or solution-related work;
- Prior experience and understanding of fintech, banking, telecommunications or martech industries, or enterprise service or enterprise sales experience would be a plus;
- Strong sense of creating value for customers, excellent systematic and logical thinking ability, can quickly understand the product and the customer's original business system;
- Strong communications with customers, partners and internal cross-department
