Role Overview
We are looking for a Technical Business Analyst - Customer Success to drive adoption, engagement, and value realization for our AI-powered platform. The ideal candidate will act as a trusted advisor to customers, helping users integrate AI into their day-to-day workflows while ensuring a seamless customer experience.
Key Responsibilities
- Manage and support a portfolio of enterprise users, driving platform adoption and engagement.
- Serve as the primary point of contact for customer queries, feedback, and success planning.
- Understand customer workflows, SDLC processes, and business objectives to recommend best-fit AI use cases.
- Conduct user onboarding, training sessions, workshops, and enablement programs.
- Monitor platform usage, adoption metrics, and user feedback to identify improvement opportunities.
- Troubleshoot functional issues, coordinate with Product, Engineering, and Support teams, and drive timely resolution.
- Act as the voice of the customer by sharing insights and enhancement recommendations with internal teams.
- Track and report on key success metrics such as adoption, utilization, efficiency gains, and customer satisfaction.
Required Skills
- Experience in a customer-facing role such as Customer Success, Solutions Engineering, Technical Account Management, or Implementation Consulting.
- Strong understanding of Software Development Lifecycle (SDLC), Agile methodologies, and developer workflows.
- Working knowledge of AI/Generative AI concepts, including LLMs, Prompt Engineering, RAG, Embeddings, and Indexing.
- Excellent problem-solving and stakeholder management skills.
- Ability to understand technical workflows and collaborate effectively with cross-functional teams.
- Strong communication, presentation, and relationship-building skills.
Preferred Qualifications
- Experience supporting SaaS, Developer Tools, DevOps, Testing, or AI-based platforms.
- Exposure to enterprise customer onboarding, adoption programs, and change management initiatives.
- Basic understanding of APIs, integrations, cloud platforms, or software deployment processes.
Success Metrics
- Platform adoption and active usage.
- Customer satisfaction and stakeholder engagement.
- Time-to-value and onboarding effectiveness.
- Efficiency improvements and measurable business outcomes delivered to customers.
