As a Customer Experience Manager at Tenstorrent, you'll elevate customers through exceptional discovery, purchase, and product interactions, acting as a pit crew for AI developers and enterprises. This role involves owning CX initiatives, resolving pain points, advocating for customers, cultivating relationships, building self-serve resources, and tracking CX metrics. You will drive projects, ensuring accountability and eliminating friction across the customer lifecycle.
You’ll provide responsive technical assistance to customers while supporting the implementation and onboarding of new accounts. You will play a critical role in bridging day-to-day customer success delivery with backend operations and engineering support. You own resolution of platform issues and support tickets. Manage implementation milestones and onboarding activities. Partner with Product & Engineering to triage escalations. Maintain documentation and implementation playbooks.
As a senior member of our Enterprise Customer Success team, you will be instrumental in maximizing customer lifetime value and driving revenue growth within a multi-million dollar book of business of post-sales customers. You will be responsible for building lasting relationships with executives, front-line leadership, and platform end users alike from kickoff to renewal via ongoing strategic guidance.
Gather, analyze, and document customer issues and resolutions with efficiency and precision. Lead comprehensive investigations for regulatory complaints, consumer arbitrations and litigation cases, collaborating closely with internal legal and compliance teams. Resolve advanced escalations independently by leveraging available tools and resources.