Technical Customer Success Manager (gn) @ Generative AI SaaS Venture

at  FoodLabs Atlantic Labs

This is an Atlantic Labs portfolio venture. Find out more about us and other opportunities in the portfolio here.

We’re expanding our team and looking for a skilled Technical Customer Support Specialist who is enthusiastic about contributing to our next-generation products. You will work on:

• Customer Partnership: Be the strategic partner for our top customers, primarily based in US and Europe. Understand their needs deeply and proactively support them to maximize the value they get from Synthflow.ai.
• Synthflow.ai Expertise: Become an expert in our platform, using this knowledge to troubleshoot, guide, and assist customers in launching their customized voice AI solutions.
• Customer Engagement: Conduct customer interviews, onboarding calls, and ongoing support sessions to help customers derive the most value from our product.
• Product Demonstrations: Present Synthflow.ai in customer demos and enterprise calls, conveying our strategy, product direction, and usage for various teams, clients, and partners.
• Pipeline Management: Manage our enterprise lead pipeline, identify expansion opportunities, create compelling pricing proposals, and close deals.
• Training and Onboarding: Run onboarding sessions and team training for larger customers, addressing product-related questions and helping them build their use cases.
• Process Implementation: Develop and implement automation, processes, and SOP and playbooks to enhance team productivity and overall efficiency.
• Customer Advocacy: Identify and assist the most active customers to become internal champions, educating other teams within their organization about the benefits of Synthflow.ai and encouraging participation in events, case studies, product betas, and more.
• Continuous Improvement: Identify areas for improvement in customer acquisition, activation, engagement, and churn reduction. Explore these areas in detail to find and implement solutions.
• Cross-functional Collaboration: Work closely with tech, product, marketing, and community teams to share knowledge, unique insights, customer feedback, challenges, and churn reasons to help shape the product roadmap and go-to-market strategy

We’re expanding our team and looking for a skilled Technical Customer Support Specialist who is enthusiastic about contributing to our next-generation products. You will work on:

• Customer Partnership: Be the strategic partner for our top customers, primarily based in US and Europe. Understand their needs deeply and proactively support them to maximize the value they get from Synthflow.ai.
• Synthflow.ai Expertise: Become an expert in our platform, using this knowledge to troubleshoot, guide, and assist customers in launching their customized voice AI solutions.
• Customer Engagement: Conduct customer interviews, onboarding calls, and ongoing support sessions to help customers derive the most value from our product.
• Product Demonstrations: Present Synthflow.ai in customer demos and enterprise calls, conveying our strategy, product direction, and usage for various teams, clients, and partners.
• Pipeline Management: Manage our enterprise lead pipeline, identify expansion opportunities, create compelling pricing proposals, and close deals.
• Training and Onboarding: Run onboarding sessions and team training for larger customers, addressing product-related questions and helping them build their use cases.
• Process Implementation: Develop and implement automation, processes, and SOP and playbooks to enhance team productivity and overall efficiency.
• Customer Advocacy: Identify and assist the most active customers to become internal champions, educating other teams within their organization about the benefits of Synthflow.ai and encouraging participation in events, case studies, product betas, and more.
• Continuous Improvement: Identify areas for improvement in customer acquisition, activation, engagement, and churn reduction. Explore these areas in detail to find and implement solutions.
• Cross-functional Collaboration: Work closely with tech, product, marketing, and community teams to share knowledge, unique insights, customer feedback, challenges, and churn reasons to help shape the product roadmap and go-to-market strategy.