Customer Success Director

Kore.ai is a globally recognized leader in the conversational AI space helping enterprises deliver extraordinary experiences for their customers, employees, and contact center agents. Kore.ai’s no-code experience optimization (XO) platform and solutions are used by over **150 Fortune 2000 companies** from banking, insurance, healthcare, telecom, retail, manufacturing, and other sectors serving over 100M of consumers and 500,000+ employees worldwide. With billions of interactions automated using our AI-powered technology, we have been able to save over $500M for these companies.

Kore.ai offers a stack of conversational AI-first no-code platform and solutions catering to customer experience, employee experience, and agent experience use cases. The product portfolio includes SmartAssist - AI-first cloud contact center as a service (CCaaS), BankAssist - AI-powered virtual assistant for retail banking, SearchAssist - AI-first conversational cognitive search engine, workplace experience optimization solutions covering HR Assist, IT Assist, and WorkAssist product suite.

Kore.ai is recognized as a leader by the leading technology and industry analysts like Gartner, Forrester, IDC, ISG, Everest, and others.

Founded in 2014 by serial successful entrepreneur, Raj Koneru, Kore.ai is headquartered in Florida USA. The company is growing 100% year on year and has recently secured a Series C funding of $73.5M from marquee investors including a strategic investment from NVIDIA to foster innovations in Voice AI.

With other offices in India, Uk, Germany, Korea, and Japan, Kore.ai has a diverse team of 500+ led by the seasoned leadership on a mission to push AI innovations to the next level to serve customers worldwide.

**Role/Title: Customer Success Director DACH**

Customer Success Director is an individual contributing professional who drives our customers’ overall value realization and orchestrates its delivery through an efficient team, products, and project management approach. Value realization includes the definition and execution of customer success plans, the achievement of their business goals, and the adoption of Kore.ai software to drive ROI.

Customer Success Director will develop long-term relationships with our key customer stakeholders in the region, connecting with key business executives, IT stakeholders, product managers, and users to understand their business requirements and goals, use cases, and how Kore.ai products can help in their business. Internally, this role will work closely with the Sales, Partnership, and Product Team to ensure the growth of the customer portfolio and customer satisfaction while ensuring that the team effort is fully executed. Director, Customer Success must be an active and passionate project, people, and customer manager.

**RESPONSIBILITIES**:

- Lead discussions with the customers to understand their business objectives, use cases, value generation as well as company culture to support the software adoption
- Own the end-to-end customer success, relationship, and software adoption - from the client onboarding, through the entire business cycle
- Develop and document customer success plan
- Lead discussions with program managers and technical teams to track, monitor, and take action on the migration health of customers.
- Orchestrate internal team of solution architects, business analysts, professional services, and partners to deliver customer success plan and commercial success
- Drive the value-based upsell and cross-sell activities across the customer base
- Maintain relationships with key customer’s stakeholders at various levels (CX, IT, EX, HR other functions)
- Monitor and ensure timely software renewals
- Manage customers at risk (red accounts) with a structured, and methodical approach

**MUST HAVE SKILLS**
- Minimum 7 years’ experience in senior level customer-facing roles managing software sales and/or software implementation projects with conversational AI platforms required
- Minimum 7 years’ experience in advisory, solution architecture, systems integration, digital transformation projects management, or customer success roles with enterprise software companies required
- Minimum 2+ years’ experience working with offshore team in APAC required
- Previous experience working with customer success methodologies and practices like segmentation, customer journey, customer health scoring, etc required
- Strong interpersonal skills, able to navigate complex organizational structures and relationships, comfortable engaging with C-level sponsors
- Problem-solving oriented & able to work independently
- Enjoy challenges and ambitious goals within a fast-growing global AI tech company
- Excellent communication (both written and verbal) skills. Experience communicating with both technical and non-technical stakeholders and with senior levels
- Complex opportunity and/or project coordination skills with the ability to negotiate and communicate across all l