Role & responsibilities
Own Customer Success and NPS for the AI Assistant product.
Manage and drive effective resolution of user queries, bugs, and enhancement requests.
Improve user experience through structured ticket management and self-service support.
Coordinate between users, Product Owners, CSM teams, and POD/Delivery teams.
Ensure adherence to defined support processes, governance, and service workflows.
Track issues and ensure proper follow-through until closure.
Drive continuous improvement in support processes and user experience.
Preferred candidate profile
Customer Success / Customer Support mindset
Robust governance and process management
Knowledge of AI capabilities / AI products
Solid ticket management
MI Reporting / Management Information
JIRA Dashboarding
JIRA workflow management
Robust stakeholder management and communication
Structured and disciplined approach to issue tracking