Client Success

This is a fully remote position, open to applicants in Spain.

📋 Description

• Assist in ensuring the continued success of Emiri client deployments.

• Serve as a liaison between product support, user experience, and development by investigating issues, coordinating solutions, and facilitating remote communication among users, client service teams, and product development.

• Utilize a customer feedback perspective to address user feedback and issues, highlighting enhancement opportunities and influencing the product roadmap.

• Take ownership of identifying and resolving issue root causes, differentiating between feature enhancements, system bugs, and user education needs.

• Mentor commercial teams on the configuration and functionality of Liquid AI; assist with key client meetings and demonstrations.

• Aid in the setup, configuration, and quality assurance of client models.

• Promote the continuous improvement of support processes, tools, and user education materials.

• Effectively communicate guidance and resolutions to users or internal teams.

• Evaluate new enhancements or fixes prior to rollout to ensure quality and expected performance.

• Create concise summaries of confirmed bugs or feature requests for the development team.

⛳️ Requirements

• Proficient in Circana tools, including Unify+, model/report building, and ideally Emiri.

• Experience in product or client support, operations, or troubleshooting technical issues, preferably with a focus on data-driven AI tools.

• Strong analytical and problem-solving capabilities, with the ability to examine user reports, logs, and system behavior to pinpoint root causes.

• Excellent organizational skills to manage multiple client deployments while ensuring timely delivery and service excellence.

• Outstanding communication skills, particularly in conveying technical concepts in a simplified manner for non-technical users and fostering collaboration across teams.

• A tech-savvy mindset, eager to learn about prompt engineering and system behavior, adopting a process-oriented approach to managing issues, quality assurance, and feedback loops.

• Familiarity with AI systems, natural language processing tools, or machine learning products.

• Experience with tools such as Jira, Confluence, or similar issue tracking and documentation platforms.

• A minimum of 5 years of experience in client support for data analytics and reporting.

🏝️ Benefits

• Health benefits.

• Opportunities for professional development.