AiChat is a leading AI-powered conversational customer experience platform that redefines customer engagement by empowering brands to automate and enhance business operations across customer service, marketing, and ecommerce through dynamic social messaging channels. Headquartered in Singapore with a strategic presence in Malaysia and Indonesia, AiChat brings together an exceptional team of CX designers, digital marketers and AI specialists, providing brands with the tools to craft effective messaging strategies and leverage AI for optimized customer interactions that boost satisfaction, engagement, and ROI. Trusted by top global and regional brands such as Bayer, CooperVision, M1, MYDIN, Organon, UPS, Petron, Thomson Medical, Marina Bay Sands, and Hatten Hotel Group, AiChat delivers a suite of advanced AI solutions that enables seamless, impactful customer experiences. Through its innovative, AI-first approach, AiChat empowers businesses to streamline customer interactions, achieve measurable results, and drive sustainable growth.
Role Overview:
As a Customer Success Representative, you will be responsible for building and maintaining strong relationships with our clients, ensuring high retention rates, and identifying opportunities to grow accounts. You will serve as a trusted advisor, guiding customers through the implementation and optimization of our AI chatbot solutions. Your ability to adapt in a fast-paced AI startup environment and drive customer success will be key to our growth.
Key Responsibilities:
- Manage and nurture relationships with existing customers to ensure satisfaction and long-term retention.
- Act as a strategic partner to clients, understanding their business goals and aligning our AI solutions to meet their needs.
- Drive account growth by identifying upsell and cross-sell opportunities.
- Deliver compelling product demonstrations and training sessions, showcasing the value of our AI chatbot solutions.
- Analyze customer usage data and provide insights to optimize performance and adoption.
- Collaborate with sales, marketing, and product teams to ensure seamless customer experiences.
- Address customer inquiries, troubleshoot issues, and proactively resolve potential challenges.
- Stay updated on industry trends and evolving AI technology to provide expert guidance to clients.
- Gather customer feedback and relay insights to the product team for continuous improvement.
Qualifications & Skills:
- Experience: 2+ years in Customer Success, Account Management, or Sales in a SaaS environment.
- Industry Knowledge: Familiarity with retail, hospitality, travel, education, healthcare, or banking is a plus.
- Track Record: Proven ability to retain customers and grow accounts through strategic engagement.
- Growth Mindset: Eager to learn, adaptable, and hungry to achieve success in a rapidly evolving AI startup.
- Technical Proficiency: Comfortable with SaaS platforms and able to conduct product demos and training sessions.
- Communication Skills: Excellent presentation, negotiation, and interpersonal skills.
- Problem-Solving: Strong analytical skills with the ability to troubleshoot and provide strategic solutions.
- Collaboration: Team player with a proactive approach to customer advocacy.
AiChat is a leading AI-powered conversational customer experience platform that redefines customer engagement by empowering brands to automate and enhance business operations across customer service, marketing, and ecommerce through dynamic social messaging channels. Headquartered in Singapore with a strategic presence in Malaysia and Indonesia, AiChat brings together an exceptional team of CX designers, digital marketers and AI specialists, providing brands with the tools to craft effective messaging strategies and leverage AI for optimized customer interactions that boost satisfaction, engagement, and ROI. Trusted by top global and regional brands such as Bayer, CooperVision, M1, MYDIN, Organon, UPS, Petron, Thomson Medical, Marina Bay Sands, and Hatten Hotel Group, AiChat delivers a suite of advanced AI solutions that enables seamless, impactful customer experiences. Through its innovative, AI-first approach, AiChat empowers businesses to streamline customer interactions, achieve measurable results, and drive sustainable growth.
Role Overview:
As a Customer Success Representative, you will be responsible for building and maintaining strong relationships with our clients, ensuring high retention rates, and identifying opportunities to grow accounts. You will serve as a trusted advisor, guiding customers through the implementation and optimization of our AI chatbot solutions. Your ability to adapt in a fast-paced AI startup environment and drive customer success will be key to our growth.
Key Responsibilities:
- Manage and nurture relationships with existing customers to ensure satisfaction and long-term retention.
- Act as a strategic partner to clients, understanding their business goals and aligning our AI solutions to meet their needs.
- Drive account growth by identifying upsell and cross-sell opportunities.
- Deliver compelling product demonstrations and training sessions, showcasing the value of our AI chatbot solutions.
- Analyze customer usage data and provide insights to optimize performance and adoption.
- Collaborate with sales, marketing, and product teams to ensure seamless customer experiences.
- Address customer inquiries, troubleshoot issues, and proactively resolve potential challenges.
- Stay updated on industry trends and evolving AI technology to provide expert guidance to clients.
- Gather customer feedback and relay insights to the product team for continuous improvement.
Qualifications & Skills:
- Experience: 2+ years in Customer Success, Account Management, or Sales in a SaaS environment.
- Industry Knowledge: Familiarity with retail, hospitality, travel, education, healthcare, or banking is a plus.
- Track Record: Proven ability to retain customers and grow accounts through strategic engagement.
- Growth Mindset: Eager to learn, adaptable, and hungry to achieve success in a rapidly evolving AI startup.
- Technical Proficiency: Comfortable with SaaS platforms and able to conduct product demos and training sessions.
- Communication Skills: Excellent presentation, negotiation, and interpersonal skills.
- Problem-Solving: Strong analytical skills with the ability to troubleshoot and provide strategic solutions.
- Collaboration: Team player with a proactive approach to customer advocacy.