Job description
About Rezolve.ai
We’re an AI-first SaaS company leveraging the latest advancements in Generative AI. We are proud to build a world-class employee support Agentic AI solution that is disrupting ITSM and HR operations. Rezolve.ai is recognized by Gartner and Forrester for its rapid adoption and end-user benefits. We are in an exciting growth phase and are looking for experienced, ambitious professionals who want to accelerate their own career goals and ours.
Job Title- Customer Success Associate
Job Type- Full-Time
Location- Remote - India ( EST Time zone 5pm - 2 am )
Shift- EST Hours, Preference- preferably from ITSM companies, chatbot solution providers, or SaaS-based organizations. It would be ideal if the candidate has prior experience working in Service Desk environments and has then moved into a Customer Success role. Some ideal companies to target include Freshdesk, Zendesk, ServiceNow, Moveworks, Aisera, or any similar platform-based SaaS companies in the ITSM or chatbot space.
Roles and Responsibilities
- Onboarding & Training:
Lead the onboarding process for new clients, ensuring a smooth transition onto the Rezolve.ai platform by understanding client needs, configuring the platform, and providing comprehensive training to key stakeholders.
- Client Relationship Management:
Develop and maintain strong relationships with clients, acting as the primary point of contact for inquiries, issues, or support needs. Regularly communicate with clients to understand evolving requirements and ensure satisfaction with Rezolve.ai services.
- Strategic Guidance:
Serve as a trusted advisor, offering strategic guidance on maximizing value from Rezolve.ai. Identify opportunities for improvement and provide recommendations tailored to clients’ specific goals and objectives.
- Platform Expertise:
Develop a deep understanding of the Rezolve.ai platform, features, and functionalities. Stay updated on product enhancements and effectively communicate changes to clients to ensure full utilization of the platform.
- Customer Advocacy:
Represent the voice of the customer within Rezolve.ai, collaborating with internal teams (product development, marketing, etc.) to incorporate client feedback into product roadmaps and service offerings.
- Retention & Growth:
Proactively monitor client engagement and usage metrics to identify risks of churn or upsell opportunities. Develop and execute strategies for retention and expansion, including regular business reviews and contract renewals.
- Issue Resolution:
Troubleshoot and resolve client issues with the Rezolve.ai platform promptly. Escalate complex issues to internal teams and follow up to ensure satisfactory resolution.
- Metrics & Reporting:
Establish key performance indicators (KPIs) and success metrics to track the effectiveness of customer success initiatives. Generate regular reports and dashboards to monitor progress and identify areas for improvement.
- Educational Resources:
Develop and deliver user guides, tutorials, and best practices to help clients maximize platform usage. Offer personalized training sessions and workshops tailored to client needs.
- Industry Insights:
Stay informed about industry trends, best practices, and the competitive landscape in customer success and AI-driven solutions. Share insights and recommendations to help clients achieve their business objectives.
Qualifications
- Bachelor’s or higher degree in Computer Science, Engineering, or a related technical field.
- 3 - 5 years of experience in Customer Success, Support, or Solution Consulting.
- Deep understanding of Customer Success KPIs, activities, and managing large accounts.
- Experience with ITSM platforms, IT automation, and technical support systems is advantageous.
- Strong analytical skills and solid business acumen.
- Passion for customer satisfaction and problem-solving, with a desire to understand customers’ technical and business environments.
- Excellent presentation and communication skills, capable of engaging with various personas within customer organizations.
- Ability to thrive in a startup environment with adaptability to changing demands.
- Familiarity with AI/ML technologies.
- Experience with Java, JavaScript, Python, or other scripting/programming languages is a plus.
