Client Success Specialist – AI

📋 Description

• Contribute to the ongoing success of Emiri client implementations.

• Analyze problems, coordinate solutions, mentor commercial teams, and facilitate communication among users, client service teams, and product development.

• Utilize a customer feedback perspective to evaluate user concerns and identify enhancement opportunities that can influence the product roadmap.

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

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

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

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

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

• Conduct testing of new enhancements or fixes prior to their release to ensure quality and expected performance.

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

⛳️ Requirements

• Understanding of Circana tools, including Unify+, model/report building, and preferably Emiri.

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

• Strong analytical and problem-solving skills, enabling the investigation of 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.

• Effective communication skills, particularly in simplifying technical concepts for non-technical users and collaborating across teams.

• Tech-savvy attitude, eager to learn about prompt engineering and system behavior, with a structured approach to managing issues, quality assurance, and feedback loops.

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

• Proficiency with tools such as Jira, Confluence, or similar issue tracking and documentation systems.

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

🏝️ Benefits

• Paid time off.

• Medical, dental, and vision insurance.

• 401(k) plan available to eligible employees.