iGenius is seeking a dynamic Customer Success Engineer, passionate about helping customers succeed with our product. In this role, you'll be at the forefront of our customer success efforts, ensuring that every interaction leaves a lasting positive impression. The profile will report directly to the Head of Go to Market and Customer Success.
Join us in delivering exceptional customer experiences and driving long-term customer satisfaction and loyalty.
Job Responsibilities
- Be the bridge between our company and our valued customers, nurturing strong connections to minimize churn and amplify the value they derive from our products.
- Elevate our brand by consistently delivering exceptional customer experiences. Every interaction is an opportunity to showcase the value we bring to our customers' businesses.
- Expertise related to Business Intelligence solutions, reporting and data visualization is highly appreciated.
- Actively listen to customer feedback, turning their complaints and concerns into opportunities for improvement. Your insights will drive enhancements to our products and services, ensuring we exceed customer expectations.
- Keep our clients engaged and enthusiastic about our products, fostering regular usage and maximizing the benefits they receive.
- Lead the charge in ensuring smooth transitions for our clients by conducting comprehensive onboarding sessions and training programs. Your guidance will pave the way for successful adoption and implementation of our cutting-edge SaaS tech products.
- Collaborate closely with our Sales team to craft compelling and tailored demos that showcase the full potential of our products. Your demos will be a key asset in driving sales and demonstrating the value we deliver.
- Work hand-in-hand with internal teams, including Sales, Product, and Marketing, to provide seamless client experiences. Your ability to collaborate effectively will ensure swift resolution of any customer-related issues and maintain our reputation for outstanding service.
Requirements
What you have
- Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field is required.
- Strong technical aptitude with a solid understanding of software development, cloud computing, networking, and database technologies. Proficiency in programming languages such as Python, Java, or JavaScript is highly desirable.
- A customer-centric mindset with the ability to empathize with customers, understand their needs, and advocate for their interests within the organization.
- Proven ability to analyze complex technical issues, troubleshoot problems, and develop effective solutions. Must be able to think critically and creatively to resolve customer challenges in a timely manner.
- Excellent verbal and written communication skills, with the ability to articulate technical concepts in a clear and understandable manner.
- Strong project management skills with the ability to manage multiple customer engagements simultaneously. Must be able to prioritize tasks, set clear expectations, and meet deadlines while maintaining a high level of quality and customer satisfaction.
- Ability to work effectively within cross-functional teams.
- Flexibility and adaptability to work in a fast-paced and rapidly changing environment.
- A patient and empathetic approach to customer interactions, particularly when dealing with challenging situations or frustrated customers.
- Commitment to continuous learning and professional development. Must stay updated on industry trends, best practices, and emerging technologies related to customer success and technical support.
Benefits
Benefits
Perks
- Learning Friday. If our team members know more, so do we. That’s why we give everyone a training budget that they can spend on books, online courses or other training materials.
- Smart Working. Trains can be a drag, you can save some commuting time by working from home.
- Salary is based on experience, and topped up with other bonuses.
About iGenius
iGenius is an Italian AI company that develops language models and AI solutions tailored for highly regulated industries, including financial services and government. With a mission to democratize business knowledge, iGenius is one of the top AI unicorns in Europe today. iGenius’ flagship product, Crystal, is a Decision Intelligence tool that analyzes data in natural language, making it accessible for anyone within a business organization. From Allianz to Intesa San Paolo, Crystal has become the AI solution of choice for a number of Fortune 500 companies. This led Gartner to recognize iGenius as a “Cool Vendor” in the AI Core Technologies category, as well as mention the company in its Market Guide for Conversational AI and include it in the 2024 Magic Quadrant for Analytics and BI platforms. In June 2024, iGenius released Italia, an open-source Foundational Large Language Model, developed in collaboration with Cineca, and trained entirely on high-quality native Italian sources. That same month, iGenius launched a new enterprise solution called Unicorn, to support companies in adopting AI safely and effectively, with AI solutions tailored to their needs.
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