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- Tasks: Lead enterprise customer success and ensure smooth AI adoption for high-value clients.
- Company: Kavida AI is revolutionising supply chain operations with cutting-edge AI technology.
- Benefits: Enjoy a hybrid work model with remote flexibility and exciting corporate culture.
- Why this job: Be part of a pioneering team in AI, making a real impact in manufacturing.
- Qualifications: Experience in customer success or account management, strong communication skills, and project management expertise.
- Other info: Ideal for go-getters eager to build and grow in a dynamic startup environment.
The predicted salary is between 36000 - 60000 £ per year.
At Kavida AI, we’re leveraging cutting-edge advancements in AI and LLMs to revolutionize supply chain operations in manufacturing. We’re looking for an Enterprise Customer Support Manager to join our UK team and play a critical role in helping our enterprise customers adopt and succeed with AI agents. This is a hybrid position with the flexibility to work remotely while also collaborating in-person at the office 1-2 days a week. We're based in Liverpool Street, London.
Objective: Own the post-contract relationship with ultra high-value enterprise customers, ensuring successful deployments, high user adoption, and quantifiable business outcomes.
Critical Focus:
- Over-communicate status and instil trust with key stakeholders.
- Coordinate closely with the Implementation Manager for smooth setup and activation.
- Drive continuous engagement via QBRs and on-site visits.
- Identify expansion opportunities (but pass them to AEs for the actual upsell process).
Responsibilities in Detail
- Primary Customer Contact
- Act as the first point of contact post-sale for all escalations and inquiries.
- Build deep relationships across various levels (end users, managers, executives).
- Project & User Activation
- Collaborate with Implementation Manager to ensure all users are properly onboarded.
- Develop and monitor user adoption strategies (training, how-to guides, custom workshops).
- Track usage metrics to confirm that the solution is delivering measurable value.
- Quarterly Business Reviews (QBRs)
- Schedule and conduct QBRs to present ROI and key performance metrics.
- Gather feedback for product improvements.
- Align next steps with both executive sponsors and frontline teams.
- On-Site Engagement
- Visit client sites weekly (or as needed) to strengthen relationships and gather real-time feedback.
- Resolve issues or concerns face-to-face.
- Stay attuned to any changes in client priorities.
- Expansion & Upsell Identification
- Actively look for new use cases or departmental expansions where the AI agent can bring additional value.
- Hand off detailed leads and expansion intel to the Account Executive team.
- Proactive Risk Management
- Continuously monitor account health indicators (usage data, user sentiment, support tickets).
- Anticipate potential roadblocks or low adoption signals.
- Propose and execute remediation plans before issues escalate.
- AI Proficiency
- Use AI tools to draft communications, QBR decks, and user adoption strategies more efficiently.
- Triage routine customer queries for faster response times.
- Solve strategic problems for customers.
Required Skills & Experience
- Strong background in enterprise customer success or account management.
- Comfortable managing large, complex accounts with multiple stakeholders.
- Skilled in coordinating with cross-functional teams (Implementation, Support, Sales).
- Excellent organization and documentation abilities.
- Confident communicator across all levels (end users to C-level).
- Willingness to travel on-site weekly and maintain a personal touch.
- Demonstrable skill using ChatGPT (or similar) to accelerate tasks.
If you've only worked at a big company and expect to be spoon fed, this role is not for you. We want go-getters that are excited about building, that are hungry for responsibility, that bring great ideas to the table. We want you to want to be our VP of Customer Success in record breaking time.
Contact Detail:
Kavida.ai Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarise yourself with the latest trends in AI and LLMs, especially as they relate to supply chain operations. This knowledge will not only help you understand the product better but also demonstrate your genuine interest in the field during interviews.
✨Tip Number 2
Network with professionals in the customer success and AI sectors. Attend industry events or webinars where you can meet potential colleagues or mentors who can provide insights into the role and company culture at Kavida AI.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed enterprise accounts in the past. Highlight your experience in building relationships and driving user adoption, as these are key aspects of the Customer Success Manager role.
✨Tip Number 4
Showcase your proficiency with AI tools like ChatGPT by sharing examples of how you've used them to enhance customer communication or streamline processes. This will illustrate your readiness to leverage technology in your role.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Customer Success Manager position at Kavida AI. Tailor your application to highlight relevant experiences that align with their needs.
Craft a Compelling CV: Your CV should clearly showcase your customer-facing experience, project management skills, and ability to build relationships. Use specific examples from your past roles that demonstrate your success in managing enterprise accounts.
Write a Tailored Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight your understanding of AI tools and how they can enhance customer success. Mention your willingness to travel and engage with clients on-site.
Showcase Your Communication Skills: Since the role requires excellent communication across various levels, ensure your application reflects your ability to convey complex ideas simply. Use clear and concise language, and consider including examples of successful stakeholder engagement.
How to prepare for a job interview at Kavida.ai
✨Show Your Passion for AI
Make sure to express your enthusiasm for AI and how it can transform industries, especially in supply chain operations. Share any relevant experiences or projects that demonstrate your interest and knowledge in this area.
✨Demonstrate Relationship-Building Skills
Prepare examples of how you've successfully built relationships with various stakeholders in previous roles. Highlight your ability to communicate effectively with both end users and executives, as this is crucial for the Customer Success Manager position.
✨Be Ready to Discuss Project Management
Since the role involves coordinating with cross-functional teams, be prepared to discuss your project management experience. Share specific instances where you managed complex accounts and ensured successful outcomes through effective organisation and documentation.
✨Prepare for QBR Scenarios
Think about how you would conduct a Quarterly Business Review (QBR). Be ready to present hypothetical ROI metrics and gather feedback. This will show your understanding of the role's responsibilities and your proactive approach to customer engagement.
