At o9, our mission is to be the Most Value-Creating Platform for enterprises by
transforming decision-making through our AI-first approach. By integrating
siloed planning capabilities and capturing millions—even billions—in value
leakage, we help businesses plan smarter and faster.
This not only enhances operational efficiency but also reduces waste, leading to
better outcomes for both businesses and the planet. Global leaders like Google,
PepsiCo, Walmart, T-Mobile, AB InBev, and Starbucks trust o9 to optimize their
supply chains.
Job Title – Client Success, Associate Manager
In this role, you will own the operational health, account governance, and
post-go-live success of strategic enterprise customers. Functioning as a
Customer Success Manager, your primary focus is ensuring your team remains
highly operational, account metrics stay healthy, and customer issues are driven
to timely resolution.
You will serve as the operational anchor. You will track ticket health, ensure
process adherence, mentor support consultants,
and manage relationships with
client stakeholders to deliver world-class support operations, while being
capable of providing functional and technical leadership to team members.
What you’ll do for us
Operational Governance & SLA Ownership
* Operational Health: Own post-go-live customer success and act as the primary
operational point of contact for client stakeholders.
* SLA Ownership: Take direct accountability for customer SLA adherence, closely
tracking and optimizing MTTA (Mean Time to Acknowledge) and MTTR (Mean Time
to Resolve).
* Reviews & Backlogs: Conduct regular operational reviews with customers,
manage overall ticket backlogs, and proactively mitigate risks to platform
stability.
Team Leadership & Cross-functional Alignment
* Team Management: Lead and mentor a team of Application Support Consultants,
managing daily workload distribution and escalation flows.
* Coaching: Coach team