Customer Success Specialist (Austin, Tx; Melbourne, AU)

Inference is a fast growing SaaS tech startup helping enterprises automate their customer communications using advanced AI and speech interaction technology.

Our Government, Fortune 500 and small to large enterprise customers trust and rely on Inference Virtual Agents to automate transactions, support live agents and handle millions of conversations globally across phone, text and web.    

The Customer Success Specialist will join a global team responsible for creating customer and partner success by on-boarding, training and managing professional services implementation from first engagement. Once implemented, the team provides direct support, consultancy, ongoing product training and advocacy to ensure customers achieve value from the Inference services and drive retention, renewal and growth outcomes. You’ll identify our customer’s business problems and through understanding Inference’s technology help realize customer value with smooth adoption of Inference services, implementation of customers solutions and ongoing support and service delivery.

Within Inference’s channel model, this role works both directly with customers as well as with partner account managers and support teams.

This role will help create a new way of delivering customer success in a channel delivery model. The team blends Inference application expertise and solution development capability, a passion for solving customer issues and communicating customer solutions, data analysis and data driven decision making and collaboration with partner support teams

Responsibilities

  • Customer implementation

  • Customer on-boarding

  • Product training

  • Direct partner and customer support

  • Customer achievement of value and growth in utilization

Requirements

  • 2+ years experience in one of customer success, support or professional services delivery background a bonus.

  • Ability to directly close customer and partner support issues as well as manage escalations to other teams

  • Demonstrated experience in customer facing roles

  • Experience with Contact Centre, IVR, Virtual Agents, VoIP and telecommunications service providers is advantageous

  • Strong analytical and fault finding skills and an ability to work under pressure within major incidents

  • A can-do attitude and willingness to roll up your sleeves to get things done

  • Strong team work in a follow-the-sun support model

  • One or more of the following skills: ITIL experience in a customer support role; rapid application development and familiarity with software development life-cycle; Information Technology training and documentation; customer success account management

Apply at careers@inferencesolutions.com