Customer Success Manager

Toloka is a crowdsourcing platform that unites 9M+ task performers based in 100+ countries who collect and process data to deliver superior data solutions for our global customers.

Crowdsourcing is used to collect and annotate high-quality data (voice, text, image, or video) used in machine learning, research, testing, technical support, and moderation. Toloka’s crowd-labeled data is the core input for our customers across industries like driverless vehicles, IT, e-commerce, online marketplaces, banks, manufacturing, and retail.

Team description

Our customer experience team is responsible for delivering the appropriate experience to our users. The team is focused on shortening the path to value for first-time users and maximizing retention as well as expanding product usage by existing clients. The Customer Success Manager acts as the primary driver of this team, looking after select clients by deploying resources from solutions architects, product, marketing, and so on.

Role Description

We are looking for empathetic, customer-centric individuals to join our team! Customer Success Managers at Toloka have many responsibilities, from onboarding clients and setting them up for success to deepening relationships with our existing customers and maximizing the value they get through partnering with Toloka.

You will impact our customers immensely by helping them realize their data labeling and AI/ML development objectives and building meaningful relationships with each of them from their first day with Toloka. You will understand our customer's needs and proactively identify ways in which they can interact with Toloka to achieve their goals.

If you are a strong communicator, have an ownership mindset, work independently in a fast-paced and always-changing environment, and enjoy building relationships with your customers, then we invite you to apply.

Responsibilities:

  • Become a Toloka product champion and use your knowledge to effectively guide customers towards their desired outcomes
  • Identify, improve, and lead all aspects of the health status of each of your customers
  • Drive Toloka product adoption by leading onboarding for new customers and teams
  • Make sure customers get maximum value from Toloka and give them insight through high-touch relationship building
  • Become deeply familiar with the concept of crowdsourcing and continuously coach customers on the latest developments in this field
  • Leverage internal resources to assist clients as needed
  • Present project results to client teams and run executive business reviews
  • Improve customer retention metrics (adoption, retention, engagement)
  • Develop playbooks and contribute to team strategy for new customer onboarding and customer growth/renewal to ensure ongoing customer success
  • In this position, you will interact with:
    • Crowd solution architects (technical managers and crowd science experts) to ensure success for client projects
    • Developers and testing engineers to make sure data labeling tools are working correctly and help plan new product features
    • Internal and external clients, including representatives of Fortune 500 companies
    • Technical users (data scientists) collecting and processing data

Qualifications:

  • 3+ years of experience as a Customer Success Manager in B2B SaaS
  • Familiarity with or interest in Data Science/AI/ML and the latest internet technologies
  • Technically inclined with a desire to learn technical concepts in the data science field
  • Quick learner who can thrive in a constantly evolving hyper-growth environment
  • Strong written and verbal communication skills
  • High level of independence, proactive mentality, and excellent time management skills
  • Proven ability to prioritize tasks and meet deadlines with tolerance for multitasking
  • Ability to cope with a wide range of tasks, from managerial to technical
  • Excellent problem-solving skills and analytical mindset
  • Customer-centric mentality with a high degree of empathy
  • Collaborative and highly engaged approach, ability to work effectively cross-functionally and lead projects
  • Bachelor’s degree or equivalent
  • Ability to work and be effective in a virtual-first environment

Preferred qualifications:

  • Experience working with products and clients in the AI/ML space and data labeling
  • Project management experience
  • Flexibility for irregular work hours in force majeure situations
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Sun Dec 05 2021 23:51:08 GMT+0300 (Moscow Standard Time)