The opportunity
Cohere is the leading security-first enterprise AI company. We build cutting-edge foundation AI models and end-to-end products that are designed to solve real-world business problems.
What you'll do
Drive product adoption and customer experience for our largest customers.
Define the customer lifecycle including roles and responsibilities, handoffs,: and workflow & influence the product roadmap.
Lead customer-facing teams, including coaching sub-function leaders (Customer: Success, Services, Technical Support) to ensure that all teams are aligned and focused on delivering an exceptional customer experience.
Measure and analyze customer data to identify trends and areas for: improvement, including analyzing customer feedback, support metrics, and other customer-related data to develop insights that can be used to improve the customer experience, troubleshoot issues and showcase Cohere’s value proposition.
Enhance the customer journey, identifying the key touch points across: interactions with customers and developing strategies to optimize each step of the journey.
Champion the customer within the organization, advocating for the customer in: all decision-making processes at the executive level to ensure that customer needs are taken into account when making strategic decisions.
What they're looking for
- Collaborate and partner with other internal teams (pre-sales, Product: Management, Machine Learning Engineerings) to ensure that the voice of the customer is represented in strategic decisions.
- + years of leadership experience developing top-performing teams in Customer: Success, Technical Support and Services.
- Work experience in the AI, ML, Data Engineering, Cloud, SaaS or Tech Infra industry.
- Proven experiences being highly focussed on customer needs, you're an amazing: relationship builder and you can proactively spot opportunities to engage customers and build loyalty.
