AI Technical Customer Success Manager

Edelman is a voice synonymous with trust, reimagining a future where the currency of communication is action. Our culture thrives on three promises: boldness is possibility, empathy is progress, and curiosity is momentum. 

We are in relentless pursuit of an equitable and inspiring workplace that is respectful of all, reflects and represents the world in which we live, and fosters trust, collaboration and belonging.

We are seeking a proactive and technically skilled Technical Customer Success Manager to join our dynamic team. In this role, you will be responsible for ensuring customer success by leveraging AI tools to create automated deliverables from data sets. The ideal candidate will possess a blend of technical expertise, customer relationship management skills, and a passion for driving value through innovative solutions.

Responsibilities:

• Customer Engagement: Secondary point of contact for customers, ensuring their needs and goals are understood and met. Build strong, long-lasting relationships with customers by delivering consistent value and support.
• AI-Driven Solutions Development: Design, build, and deliver automated solutions and reports using AI tools tailored to customer needs. Collaborate with internal teams to refine and scale automated deliverables based on data insights and feedback.
• Data Analysis and Interpretation: Work closely with customer data sets to extract actionable insights.
• Ensure the accuracy, reliability, and relevance of data-driven deliverables.
• Technical Support and Troubleshooting: Provide hands-on assistance to customers in deploying and utilizing AI-driven tools and solutions. Troubleshoot technical issues and ensure timely resolution to maintain customer satisfaction. Fielding technical support tickets. Liason between GTM and Product Technical teams.
• Feedback Loop: Gather customer feedback to identify technical pain points and opportunities for improvement. Work closely with product and engineering teams to influence roadmap priorities.

• Technical Skills: Strong understanding of AI tools, data analytics, and automation technologies. Familiarity with tools and platforms like Tableau, Power BI, or other reporting tools.
• Customer Success Expertise: Proven experience in customer success, account management, or a related role, ideally in a technical or SaaS environment. Exceptional communication and interpersonal skills to effectively engage with diverse stakeholders.
• Problem-Solving Abilities: Analytical mindset with the ability to diagnose issues, identify opportunities, and implement solutions. Demonstrated ability to manage multiple projects and prioritize effectively in a fast-paced environment.
• Education and Experience: Bachelor’s degree in a relevant field (e.g., Computer Science, Data Analytics, Business). 3 years of experience in a technical customer-facing role.

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An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs. The range listed is just one component of DJEH’s total compensation package for employees. Other rewards may include annual bonuses, a Paid Time Off policy, and region-specific benefits.

Edelman offers a wide range of benefits: medical and dental insurance, vision, 401K, life insurance, disability insurance, paid time off, travel assistance and wellness programing. 

Edelman is committed to diversity, equity and inclusion and proud to be an equal opportunity employer. We welcome and encourage racially and ethnically diverse people, members of the LGBTQ community, veterans, parents, individuals with disabilities and members of any and all protected classes to apply.