SENIOR CUSTOMER SUCCESS MANAGER
(Location: USA Remote)
The Customer Success Manager (CSM) is responsible for managing a $3-5M book of business, achieving high customer retention rates within that customer base, and ensuring that an environment for revenue expansion is possible. In addition, the CSM must align multiple internal functions and work across levels and functions within our Global Business Unit (GBU) customers to maximize the value that Appen delivers.
The CSM owns customer presentations, AI/ML use cases, solution to customer challenges, industry trends, data analysis, providing technical content, technical writing, educating, and team mentoring.
Provide excellent customer service across Appen’s GBU client base:
Successfully build, maintain and grow productive relationships with assigned client base.
Respond to and appropriately prioritize client requests and project delivery requirements as they arise.
Complete periodic needs analysis and proactively listen for clients’ pain points and dissatisfaction and drive appropriate resolutions.
Address client requests and feedback with appropriate urgency and escalation.
Work closely with Business Development to identify and drive new business strategies and activities.
Qualifications and Experience:
Required Knowledge, Skills and Abilities:
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.