What are the responsibilities and job description for the Customer Success Program Manager position at Docket?
We are seeking an experienced and driven individual to lead our agent implementation and post-sales efforts, focusing on execution, customer success, and team leadership. This role is critical for ensuring successful deployment of our AI agents, driving customer satisfaction, and identifying growth opportunities. The ideal candidate will possess a blend of technical acumen, strong project management skills, and a passion for building successful customer relationships.
Key Responsibilities
Agent Implementation and Iteration
- Execute the deployment and configuration of AI agents for new and existing customers.
- Develop, optimize, and iterate on agent prompts and configurations based on performance metrics and customer feedback.
- Collaborate closely with product and engineering teams to translate customer needs into technical specifications and improvements.
Customer Relationship Management
- Design and conduct structured, monthly check-in meetings with existing customers to review performance, gather feedback, and proactively address any concerns.
- Serve as the primary post-sales point of contact for customer technical and strategic matters.
Project Management and Coordination
- Coordinate seamlessly with the India-based engineering and support teams to manage and track customer asks, issues, and escalations, ensuring timely and effective resolution.
- Maintain accurate and up-to-date project management documentation for all post-sales activities.
Business Growth
- Proactively identify potential upsell and cross-sell opportunities within the existing customer base by understanding their evolving needs and showcasing the value of additional products or services.
- Work with the sales team to transition warm leads into realized revenue opportunities.
Team Leadership and Management
- Lead, mentor, and manage a growing post-sales team in India (initial team size of 3-4 people).
- Foster a culture of customer-centricity, accountability, and continuous improvement within the post-sales team.
- Conduct regular 1:1s with team members and lead team meetings.
Qualifications
Required
- Minimum of 5 years of experience in a customer-facing role such as Technical Account Management, Solutions Engineering, or Post-Sales Lead.
- Proven experience with AI/ML solutions, specifically in agent implementation, prompt engineering, and configuration.
- Strong project management skills, with experience coordinating complex projects across global teams.
- Demonstrated ability to identify and drive upsell opportunities.
- Excellent communication, presentation, and interpersonal skills.
Preferred
- Prior experience leading or managing a small technical team.
- Familiarity with deployment and operational procedures in a SaaS environment.
- Bachelor's degree in Computer Science, Engineering, or a related field.