Project Manager Officer

Job Title: Project Manager Officer

About Intella:

Intella is an innovative AI company focused on transforming voice transcription for Arabic, boasting a remarkable 95.7% accuracy rate. We're not stopping at transcription—our cutting-edge Contact Center Solution, featuring call summaries, sentiment analysis, and agent scoring, is set to revolutionize how businesses connect with customers. Imagine efficient, insightful conversations that enhance customer experiences. Join us as we reshape communication and interaction through technology that understands and empowers.

Job Brief:

As a Project Manager Officer, you will be the primary point of contact for our customers, providing technical support, guidance, and ensuring their overall success with our solutions. You will work closely with our development, sales, and product teams to advocate for the customer's needs and contribute to the continuous improvement of our products in our office in Saudi Arabia.

Key Responsibilities:

• Develop and maintain strong relationships with customers, understanding their business goals and technical environments to ensure they are achieving maximum value from our solutions.
• Provide onboarding support to new customers, including training on product features and best practices.
• Respond to customer inquiries, troubleshoot technical issues, and escalate unresolved problems to the appropriate internal teams.
• Monitor customer health metrics, identify at-risk accounts, and develop strategies to prevent churn.
• Collect and analyze customer feedback to contribute to product development and improvement.
• Create and maintain documentation, including knowledge base articles, FAQs, and training materials.
• Conduct regular check-ins with customers to assess satisfaction, understand future needs, and identify opportunities for upselling or cross-selling.
• Work collaboratively with the sales team to ensure a seamless customer experience from sales to success.
• Stay informed about industry trends, competitors, and new technologies to provide strategic advice to customers.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2+ years of experience in a customer-facing technical support or customer success role, ideally within a tech startup environment.
• Strong technical aptitude with the ability to quickly learn new software and technologies.
• Excellent problem-solving skills and the ability to think critically and strategically.
• Outstanding communication and interpersonal skills, with the ability to effectively convey technical concepts to non-technical stakeholders.
• Experience with CRM tools, customer success platforms, and support ticketing systems.
• Proven track record of building and maintaining strong customer relationships.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Passionate about customer success and motivated to go the extra mile to ensure customer satisfaction.