Technical Customer Success

We are seeking a dynamic and customer-focused Customer Success Manager (CSM) to join our AI Talkbot solutions team. The CSM will be the bridge between our customers, presales, and R&D teams, ensuring successful adoption of conversational AI, Generative AI, and agentic AI solutions. This role requires strong technical acumen, excellent communication skills, and the ability to translate customer requirements into actionable deliverables for product and engineering teams.

Key Responsibilities

Customer Engagement & Success

Serve as the primary point of contact for customers throughout the solution lifecycle.

Understand customer requirements, pain points, and business objectives to propose tailored AI Talkbot solutions.

Ensure customer satisfaction, retention, and growth through proactive engagement and support.

Presales & Business Development Support

Participate in presales activities including RFx response, solution pitching, and customer workshops.

Support sales teams by articulating solution value, use cases, and business benefits.

Deliver compelling presentations and demos to executive and technical stakeholders.

Solution Design & Execution

Collect, document, and translate customer requirements into R&D feature requests and product enhancements.

Coordinate with product, engineering, and delivery teams to ensure timely execution of commitments.

Conduct Proof of Concepts (PoC) with customers, manage pilot projects, and oversee successful deployment.

Project & Account Management

Manage project delivery timelines, customer expectations, and stakeholder communication.

Drive adoption and usage of AI Talkbot features post-deployment.

Provide regular updates, success metrics, and value realization reports to customers.

Technical & Cloud Competency

Support technical discussions involving system architecture, integrations, and infrastructure requirements.

Collaborate with IT / networking teams on configurations related to TCP / IP, firewalls, routing, and SIP protocols.

Advise on deployment models in distributed cloud environments (On-Premises, Private Cloud, AWS, Azure, Huawei Cloud, etc.).

Qualifications : Must Have

More than 3 years of experience in Customer Success, Presales, Project Manager, Technical Project Manager, or Solution Delivery roles within Conversational AI / Generative AI / Agentic AI domain.

Strong experience in presales, RFx responses, and customer solution pitching.

Excellent communication, presentation, and coordination skills with strong execution ability.

Hands-on experience in PoC execution and project management.

Experience in gathering, analyzing, and translating customer requirements into R&D / product specifications.

Familiarity with Linux OS administration and troubleshooting.

Solid understanding of networking fundamentals : TCP / IP, Firewall, Routing, DNS, etc.

Knowledge / experience in distributed cloud platforms (AWS, Azure, or On-Premises deployments).

Basic knowledge of SIP trunk / SIP protocol and telephony integration.

Nice to Have :

Experience in BFSI, FMCG verticals, or enterprise-grade AI solutions.

Knowledge of security, compliance, and data privacy regulations in cloud and AI environments.