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Customer Success Manager

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Siena AI

Sep 18

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Sales & Business Development
  • Dublin
    Remote

AI generated summary

  • You must have 3+ years in CSM/account management and customer service tech/ecommerce, strong relationship-building skills, project management experience, and knowledge management expertise.
  • You will onboard new customers, enhance processes, provide strategy guidance, run workshops, gather feedback, and engage in our Slack community to drive AI automation success.

Requirements

  • - Have 3+ years experience setting customers for success in CSM or account management roles.
  • - Have 3+ years experience within customer service technology and/or ecommerce background.
  • - Have a genuine love for building customer relationships and are confident about your hands-on approach in customer-facing interactions: you shine running onboardings, enablement sessions and providing expert guidance.
  • - You are experienced managing customer success impactful projects with a knack for crushing business goals.
  • - You have a background in knowledge management, with a primary focus on creating, organising, and maintaining robust and content-rich knowledge libraries.
  • - Have proven experience working with highly complex technology products.
  • - You are comfortable with rapid paced startup environments where many hats are to be worn.
  • - Have stellar written and verbal communication skills.
  • - Self-starter with a high level of initiative and a ‘can do’ attitude.

Responsibilities

  • Own the onboarding and implementation process for new customers.
  • Continuously improve the onboarding process to shorten the time to value.
  • Provide ongoing strategy and guidance to our customers.
  • Continuously help brands surpass their AI automation goals by uncovering new opportunities for automation and selective customer engagement.
  • Create processes and playbooks to build the Customer Success function.
  • Educate our customers - run strategy sessions, workshops, and webinars to showcase new features and strategies.
  • Actively contribute to internal and external Knowledge Bases.
  • Be the customer’s voice by capturing feedback, product requests, and revealing new pain points to address. Feed the feedback to the product team.
  • Engage with customers via our private Slack community.

FAQs

What is the main focus of the Customer Success Manager role at Siena?

The main focus is to drive customer success through strong account management, communication, and process building, while owning the onboarding and implementation processes for new customers.

What are the key responsibilities of a Customer Success Manager at Siena?

Key responsibilities include owning the onboarding process, providing ongoing strategy and guidance, uncovering new automation opportunities, creating processes and playbooks, educating customers, capturing feedback, and engaging with customers in a private Slack community.

What experience is required for this position?

A minimum of 3 years in customer success management or account management roles, as well as experience in customer service technology or eCommerce, is required.

Are there opportunities for professional development and learning?

Yes, candidates will have a budget for continued learning, as the company values growth for both the individual and the organization.

What kind of work environment can I expect at Siena?

Siena offers a startup environment where you can work remotely in a flexible manner, allowing you to choose your workspace as long as you are productive.

Is there an emphasis on company values?

Yes, Siena emphasizes values such as putting customers first, honesty in communication, trying new things, adaptability, curiosity, and ownership among team members.

What impact will my work have at Siena?

Your work will directly influence the product and the overall company, allowing you to have a real impact on driving customer success and shaping the future of the company.

Are there any diversity and inclusion initiatives at Siena?

Yes, Siena is committed to creating a diverse and inclusive workforce, welcoming individuals from various backgrounds, experiences, perspectives, and abilities.

How does Siena handle customer feedback?

Customer feedback is captured to provide insights to the product team, helping to address pain points and improve the product.

Will I be working closely with customers?

Yes, you will engage directly with customers by conducting onboarding sessions, strategy workshops, and maintaining communication through a dedicated Slack community.

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Siena AI

Empathic AI customer service that's almost human. Designed for commerce.

Technology
Industry
11-50
Employees
2023
Founded Year

Mission & Purpose

Siena is a customer experience management company that provides businesses with outsourced customer service solutions, focusing on delivering high-quality support through various channels such as phone, chat, and email. They help companies enhance their customer interactions by offering personalised, scalable, and efficient support tailored to meet specific business needs. Siena's ultimate mission is to revolutionise customer experiences by providing superior service that builds lasting relationships between businesses and their customers. Their purpose is to empower companies to deliver exceptional customer service, fostering loyalty and satisfaction while driving growth and success in competitive markets.