Who are we?

Here at DefinedCrowd, we’re an eclectic bunch. We’re dreamers and doers. We’re game-changers, innovators and visionaries. We believe in the impossible and our favorite thing to do is prove people wrong. Our crazy ideas of yesterday are the lived reality of today. We’re instrumental to the progression and development of artificial intelligence and we couldn’t be prouder or more inspired to be involved in an industry that is changing the world. Our mission (besides world domination)? To create a smarter future by empowering smarter AI.

Who are we looking for?

As a Senior Customer Success Manager, you play a pivotal role, partnering with DefinedCrowd’s customers to deliver a wide array of precise audio, text, and image data to meet their AI training needs. Part Customer Advocate, part Sales-oriented, and part Project Manager, you leverage your capabilities and relationships working across multiple internal and external teams to ensure our customers receive the high-quality data they need to power their AI systems. You may even bring domain knowledge in speech/text, natural language processing (NLP), linguistics or image processing which allows you to confidently guide our customers in extracting highest value when leveraging our platform and services.

What will you do?

• Own a portfolio of enterprise customer accounts to build DefinedCrowd’s long-term and strategic business relationship and drive towards growth, repeat business, and cross-sell/upsell opportunities;
• “Quarterback” onboarding, optimize customer experience and ensure on-going technical and project support to clients;
• Drive maximum value for customers that creates for them high customer satisfaction, retention, and expansion of the application of DefinedCrowd’s products/services;
• Track and communicate project timelines and updates to ensure relevant stakeholders are aligned throughout project delivery;
• Strategize with internal teams to deliver on customer requirements in the most efficient and cost-effective way;
• Listen deeply to the customer, going beyond “hearing” what they say in order to provide what customers “really” need as well as feedback internally to our Product team;
• Learn customer’s business strategy to understand how we can best support their initiatives and exceed their expectations;
• Develop and leverage understanding of job costs to inform recommendations for pricing with a focus on margin target;
• Be an expert on DefinedCrowd’s software platform, products, and services;
• Keep abreast of advancements in AI/ML through ongoing education/research and engagement with the research community;
• Thrive in fast-moving startup environments being effective and efficient amidst undefined processes and growth pains;
• Facilitate a collaborative environment aligned with company objectives;
• Other duties as assigned.

Requirements

• Bachelor’s degree or equivalent work experience;
• 10+ years' experience honing your consultative approach and project management skills in a Customer Success, Account Management, Business Development, and/or other client-facing role in the AI/ML/NLP space;
• Experience navigating complex global business organizations across multiple geographies to develop knowledge and understanding of DefinedCrowd’s customer’s business models to provide maximum value;
• Familiarity with project management tools such as TaskRay, Trello, etc;
• Proven ability to effectively partner with internal teams throughout all aspects of project delivery lifecycle;
• Not required but good to have: Practical knowledge of AI, ML, speech/text, natural language processing (NLP), linguistics or image processing.

Benefits

Why Join Us?

You spend a lot of your time at work, so it should be challenging, fun and interesting. At DefinedCrowd, it will be all of those things and more. Here’s what we offer:

• A unique culture and a flexible work schedule
• Excellent career development opportunities in a high growth company
• Access to an excellent compensation and benefits package
• An international and diverse team, representing more than 34 nationalities
• Relocation support
• Continuous training opportunities
• Fresh fruit, coffee and snacks in a healthy working environment