Customer Success, Account Manager – AI Agents

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

📋 Description

• Manage a portfolio of customers while overseeing live, blocked, unresolved, at-risk, and growth-opportunity items.

• Respond promptly to customer inquiries, open issues, implementation obstacles, engineering escalations, and commercial discussions.

• Onboard customers by comprehending workflows, configuring AI agents, linking systems, and performing end-to-end testing.

• Set up AI agents utilizing prompts, flows, transfer and escalation protocols, and other product configurations.

• Resolve configuration challenges, replicate issues, examine settings, and independently rectify problems.

• Supply engineering teams with reproduction steps, customer impact assessments, and urgency levels when escalating matters.

• Confirm solutions personally before notifying customers of any fixes.

• Facilitate onboarding, troubleshooting, and expansion calls.

• Detect churn threats and safeguard revenue.

• Recognize additional workflows or processes that Central can automate to enhance account growth.

• Provide product insights regarding ongoing issues.

• Develop playbooks and templates based on recurring challenges.

• Relay customer requirements to the product team and assist in shaping future service developments.

⛳️ Requirements

• Minimum of 2 years in a customer-facing B2B software role.

• Proven experience in managing customer accounts autonomously.

• Exceptional verbal and written English communication skills.

• Experience in independently configuring software.

• Strong technical aptitude for troubleshooting configuration issues.

• Excellent follow-through capabilities.

• Well-organized to monitor the status of all key accounts.

• Experience in retention, renewal, and expansion discussions.

• Genuine interest in AI and its business applications.

• Ability to consistently work during US business hours.

• Background in workflow builders or no-code tools.

• Familiarity with APIs or third-party integrations.

• Experience with telephony solutions such as Twilio or RingCentral.

• Knowledge of healthcare operations or EHR systems.

• Startup experience with shifting priorities.

• Familiarity with retention or upsell targets.

• Experience in constructing or automating projects utilizing AI.

🏝️ Benefits

• Fully remote work environment.

• Opportunity to engage with advanced AI technology.

• Professional development and growth prospects.

• Collaborative and vibrant company culture.

• Exposure to a variety of customer workflows and industry challenges.

• Make a direct impact on product development through customer feedback.