Client Success Manager

ManagerClient Success

Letsbe unstoppable together!

AtCircana we are fueled by our passion for continuous learning andgrowthweseekand share feedback freely and we celebrate victories both big and small in an environment that is flexible and accommodating to our work and personal lives.Wehave a global commitment to diversityâequityâand inclusion as we believe in the undeniable strength that diversity brings to our business employees clientsand usyou can always bring your full self to work.Join our inclusive committed team to be a challenger own outcomes and stay proud to be Certified by Great PlaceToWork. This prestigious award is based entirely on what current employees say about their experience working atCircana.

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What willyoube doing

We areseekingauser-focuseddetail-oriented resourcefulindividual to support the ongoing success ofEmiriclient deployments. This role bridges product support user experience and development by investigating issues coordinating resolutionscoaching commercial teamsand managing communication between users client service teams and product development.

Job Responsibilities

• Applya voice of customer lens touser feedback andissuestosurface enhancement opportunities andinfluencethe product roadmap

• Own issue root cause identification and resolution to triage root causes betweenfeatureenhancementssystem bugsanduser education

• Coach commercial teamson the configuration and functionality of Liquid AI; support key clientmeetingsand demos

• Support setup configuration andQAof clientmodels

• Drive continuous improvement ofsupportprocessestoolsand user education materials

• Clearly communicate guidance and resolutions to users or internal teams

• Test new enhancements or fixes prior to release to ensure quality and expected behavior

• Prepare concise write-ups of confirmed bugs or feature requests for the development team

Requirements

• Familiarity withCircanatools including Unify model/report building and ideally Emiri

• Background in product or client support operations or troubleshooting technical issues ideallywith a focus on data-drivenAItools

• Analytical and problem-solving skills with the ability to investigate user reports logs and system behavior toidentifyroot causes

• Strong organizational skills to support multiple client deploymentsandmaintainflawless on-time delivery and service levels

• Strong communicationabilities especially in simplifying technical concepts for non-technical users and collaborating across teams

• Tech-curious mindset comfortable learning prompt engineering and system behavior with a process-driven approach to managingissues QA and feedback loops

• Familiarity with AI systems natural language processing tools or machine learning products

• Experience using tools like Jira Confluence or similar issue tracking and documentation systems

• 5 years of experience in clientsupport fordata analytics and reporting

CircanaBehaviors

As well as the technical skills experience and attributes that arerequiredfor the role our shared behaviors sit at the core of our organization. Therefore we always look for people who can continuously champion these behaviors throughout the business within their day-to-day role:

• Stay Curious: Being hungry to learn and grow always asking the big questions.

• Seek Clarity: Embracing complexity to create clarity and inspire action.

• Own the Outcome: Being accountable for decisions and taking ownership of our choices.

• Center on the Client: Relentlessly adding valueforour customers.

• Be a Challenger: Never complacent always striving for continuous improvement.

• Champion Inclusivity: Fostering trust in relationships engaging with empathy respect and integrity.

• Commit to each other: Contributing to makingCircanaa great placeto work for everyone.

Location

This position canbe located inthe following area(s): Australia

Prospective candidates may be asked to consent to background checks (in accordance withlocal legislation and ourcandidate privacy notice)Your current employer will not be contacted without your permission.


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#Remote

Required Experience:

Manager