Senior Customer Success Manager
Appen is looking for a Sr Customer Success Manager (CSM) who has a track record for excellence, is eager to learn how AI works in the real world and wakes up in the morning thinking about how they can best deliver value to their customers. You are someone who loves working in a team environment, building customer relationships. In an avid learned and can successfully manage their daily task around the entire customer journey post sales, while remaining committed to successful outcomes for your dedicated book of business.
As a Sr CSM, you will be a trusted guide for customers adopting and leveraging the Appen platform, manage a book of highly innovation Fortune 500 customers while ensuring they achieve the highest quality of labeled data sets for their AL and Machine Learning initiatives. You will become an Appen platform expert so you can speak intelligently on the best practices and recommendations that teach customers the importance of task design principles, creating robust instructions to achieve high data quality and be the ‘quarterback’ when working complex engagements and projects with the Appen platform for your clients.
This role has high growth opportunity. You will help align our client’s desired goals and outcomes by driving our account-based management and strong platform adoption approach. You will be responsible for all managing the full customer lifecycle, building customer success strategies for adoption, renewals and expansions and partner with sales to execute on all customer needs. You will also help contributor to the development and launch of ongoing management to our customer success methodology, playbooks, onboarding, and Customer Success training management. This role reports to the Director of Global Customer Success and will have critical influence over our engagement models and overall customer experience.
Skills & Experience
Appen is a global leader in the development of high-quality, human-annotated datasets for machine learning and artificial intelligence. Appen brings over 20 years of experience capturing and enriching a wide variety of data types including speech, text, image and video. With deep expertise in more than 180 languages and access to a global crowd of over 1 million skilled contractors, Appen partners with technology, automotive and eCommerce companies — as well as governments worldwide — to help them develop, enhance and use products that rely on natural languages and machine learning.
At Appen, we value performance, honesty, humility, and grit. We persevere and remain focused, whilst maintaining agility to achieve quality outcomes and exceed expectations. We’re truth tellers – respectfully of course. We take accountability for our actions and believe in giving and receiving direct feedback. We give credit where credit is due and show gratitude to others for their contributions. We seek diverse perspectives as we recognize the value in teamwork and collaboration. Through grit, we take ownership, and we don’t give up.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.