We are seeking a dynamic and customer-focused Customer Success Solutions (CSS) to join our AI Talkbot solutions team. The CSS 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
1. Customer Engagement & Success
* Serve as the primary point of contact for customers across the solution lifecycle
* Identify customer needs, challenges, and business objectives to recommend appropriate AI solutions
* Drive customer satisfaction, retention, and account growth through proactive engagement
2. Presales & Business Development Support
* Support presales activities, including RFP/RFx responses, solution presentations, and customer workshops
* Partner with sales teams to articulate solution value, use cases, and business impact
* Deliver product demonstrations to both technical and non-technical stakeholders
3. Solution Design & Delivery
* Gather and translate customer requirements into product and feature specifications
* Collaborate with product, engineering, and delivery teams to ensure timely execution
* Lead Proof of Concept (PoC), pilot projects, and support successful solution deployment
4. Project & Account Management
* Manage project timelines, customer expectations, and stakeholder communications
* Drive product adoption and usage post-deployment
* Provide regular reporting on project progress, success metrics, and value realization
5. Technical & Cloud Support
* Support technical discussions related to system architecture, integrations, and infrastructure
* Coordinate with IT and networking teams on configurations (e.G., TCP/IP, SIP, firewalls)
* Advise customers on deployment models, including On-Premise and cloud environments (e.G., AWS, Azure)
Qualifications
Must Have
* Minimum 3 years of experience in Customer Success, Presales, Project Management, or Solution Delivery within AI (Conversational / Generative / Agentic)
* Strong experience in presales, RFP/RFx responses, and solution pitching
* Excellent communication, presentation, and stakeholder management skills
* Proven experience in PoC execution and project delivery
* Ability to gather and translate customer requirements into product or technical specifications
* Working knowledge of Linux administration and troubleshooting
* Solid understanding of networking fundamentals (TCP/IP, DNS, routing, firewalls)
* Experience with cloud or on-premise deployments (e.G., AWS, Azure)
* Basic knowledge of SIP protocol and telephony integration
Nice to Have
* Experience in BFSI, FMCG, or enterprise AI solutions
* Understanding of security, compliance, and data privacy in cloud/AI environments