Customer Success Manager, Conversational AI
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Rakuten’s Data Science & AI optimizes Rakuten Membership experiences. With hundreds of millions of members and trillions (yen) in spending Rakuten’s Membership enjoys un-paralleled eco-system of benefits and is amongst the largest in the world. Our talented and driven team of data scientists and engineers optimizes membership experiences using data.
Conversational AI (voice and text) is leading the transformation of Rakuten by igniting Artificial Intelligence, Cognitive Computing and Voice Technologies adoption across the company. Our team builds Conversational AI services (chatbots and IVR’s) to empower the Rakuten Ecosystem businesses worldwide.
As the Customer Success Manager, you will own the customer relationships and help them succeed in achieving their business goals, while building and mentoring a team of Technical Account Managers to execute your vision.
- Develop a deep understanding of the customers’ industry, issues, and goals
- Ensure customers have great onboarding and adoption experience to set them up for long-term success and expansion
- Anticipate clients’ problems, create proactive proposals and solutions to develop customer loyalty and create trust
- Lead, grow, and mentor Technical Account Management team that executes your vision
- Influence and align team members and stakeholders on priorities and strategic directions.
- Manage OKRs, strategy, updates and KPIs (PPT, XLS, queries) for executive reporting.
- 5+ years working in Customer Success or a role with similar responsibilities
- Proven experience and success managing business relationships, developing ROI models, and ability to execute and show value
- Impressive executive presence and communication skills
- Ability to effectively communicate at all level of the organization, including senior executives
- Empathetic, positive attitude with a desire to help our customers reach their goals
- Strong passion for AI adoption and being customer and data driven
- Fluent Japanese, Business level English
- Experience with customer support automation
- A high-level understanding of AI technology and how data is used to build machine learning models
- Working knowledge of conversational AI building blocks from ASR, TTS, NLU, Analytics and reporting
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