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Relationship Manager

Redmond, Washington

Job number
010

Date posted
Jun 1,2018

Role Type
Employee

Profession
Business Development & Strategy

Job Description:

Do you want to play a critical role in helping our customers customer realize value with KarmaHub Services? Are you passionate and excited about working directly with our customers and partners to ensure success as they expand their service using Machine Learning or transition their businesses to Cloud? If so, keep reading… We are a diverse group of customer-focused individuals with the goal of driving AI and Cloud adoption in to a customer’s business and enabling them to realize business value. We collaborate and share learnings and innovate solutions to enable our customers to increase their usage of AI and Cloud adoption. We are rapidly expanding and looking for talented people with a growth mindset, a passion for solving complex issues, and an obsession for customer satisfaction.

If you love technology and believe that your abilities can be developed through effort and grit, and it makes your day when a customer or peer thank you for your help, this may be THE career opportunity for you.

Responsibilities:

  • As a Relationship Manager, your focus is to help move customers to use KarmaHub services in AI and Cloud. This is done by identifying their business needs, driving their intent to use the ML and Cloud services, and helping to successfully deploy and adopt our services in their organization.
  • You will represent KarmaHub in communications via phone, email, web, and onsite engagement to assist customers and partners.
  • You will have the opportunity to foster positive customer relationships while effectively managing challenging situations and driving customer success.

Your key business metrics will be to:

  • Obtain high customer and partner onboarding satisfaction
  • Help customers realize value by driving intent to use their AI and cloud investment
  • Drive customer success and adoption of our services
  • Reduce customer and KarmaHub time/cost to onboard
  • Provide high quality data back to the service teams to help drive service improvement
  • Reduce reactive support incidents

Key Responsibilities include:

  • Understand and drive KarmaHub AI and Cloud services intent, deployment, and adoption across assigned customers.
  • Lead business value conversations and deliver service demonstrations and use cases to influence a customer’s intent to use our services.
  • Work closely with the account management team to help drive overall success and intent.
  • Help drive change management and service adoption activities with key customer Technical and Business Decision Makers (TDMs/BDMs).
  • Facilitate timely and impactful engagement of Service Delivery Manager to provide technical guidance and share technical expertise with customers and partners.
  • Build and maintain strong relationships with multiple contacts within the assigned customers including executive roles.
  • Maintain strong working relationships with other customer facing account personnel in the Sales, Services, Marketing and Product Management teams.
  • Analyze, develop and communicate key Onboarding process and technology improvement feedback for end to end process (Onboarding, Migration and Adoption).

Technical Skills:

  • Knowledge of Office 365 and related technologies, including SharePoint and Skype for Business.
  • Must have prior understanding around the importance of Artificial Intelligence, Machine Learning, Cloud.
  • Strong troubleshooting skills.
  • Ability to learn new technologies very fast.
  • Facilitate timely and impactful engagement of Service Delivery Manager to provide technical guidance and share technical expertise with customers and partners.
  • Build and maintain strong relationships with multiple contacts within the assigned customers including executive roles.
  • Maintain strong working relationships with other customer facing account personnel in the Sales, Services, Marketing and Product Management teams.
  • Analyze, develop and communicate key Onboarding process and technology improvement feedback for end to end process (Onboarding, Migration and Adoption).

Qualifications:

  • Customer and Partner Focus: Demonstrated skills and abilities to consistently create an amazingly positive experience for our customers and Partners
  • Possess the knowledge and personal conviction to articulate why the AI and cloud in particular is a transformational industry change
  • Collaboration - exceptional collaborator on complex multi-faceted programs across multiple groups with varying priorities
  • Communication Skills – Spoken and written English (including technical writing). Build trust, drive recommendations, and land priorities across customers, partners, senior executives, and across organizational boundaries. Ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations
  • Experience driving AI and cloud-based transformation in enterprises through effective change management and adoption preferred
  • Strong organizational/time management skills and the ability to manage multiple projects simultaneously
  • Strong technical leadership, relationship building to create, reinforce, motivate and guide the team, customers, and partners
  • Proven ability to work across a “virtual team” that has remote team members and crosses organization boundaries
  • Able to regularly work in the office to foster a team culture that is highly collaborative and focused on making every customer experience perfect