Jobs

Client Success Manager

Location: Plano, TX (Hybrid)

Reporting to: Leader of Client Delight

The Client Delight team is responsible for comprehensive service delivery and ensuring ultimate customer satisfaction, encompassing Implementation, Operations, Security, Customer Support, Change Management, and IT. This role involves close collaboration with Worlds Engineering & Development, Sales & Solutions Architecture, and other cross-functional teams to provide holistic management of the Worlds customer experience.

About Worlds:

Worlds is an AI Platform that enhances visibility and automates physical operations by applying AI across existing camera networks. Our end-to-end solution enables enterprises to model, train, and build automation into their physical environments, helping them develop applications that measure, detect, and track objects in real-time, impacting efficiency, safety, and security. Learn more at worlds.io.

Job Summary:

The Worlds Client Success Manager leads contract fulfillment for our customers, overseeing the project management and resource coordination across POC, Pilot, and Production onboarding of the Worlds AI platform. This role involves integrating Worlds functionality into customer operations, continuous oversight of technical performance to ensure SLA adherence, and driving continuous improvement for optimized Client Delight.

Key Responsibilities:

Technical Project Management and Onboarding:

• Finalize technical solution sign-off with the Worlds Solutions Architect team.

• Lead Implementation Kickoff calls to define project objectives and success criteria.

• Create and manage comprehensive Implementation Project Plans to effectively manage resources, identify blockers and risks, and communicate progress to stakeholders.

• Oversee technical project phases, including:

• Platform deployment to cloud environments and establishing connectivity with customer cameras/sensors.

• Deployment of edge hardware as necessary.

• Building and training initial customer Machine Learning and AI models.

• Establishing customer KPIs and success metrics for service delivery measurement.

• Coordinating custom engineering development and integration to deliver meaningful operational results.

• Compiling detailed customer run books for proactive support issue mitigation.

Customer Success Management:

• Oversee analysis and reporting of customer analytics from the Worlds AI platform.

• Produce recurring operational summaries to support customer expansions and renewals.

• Regularly review Worlds services to maintain high quality standards.

• Act as a dedicated customer advocate within Worlds and serve as an escalation point for service issues.

Process & Product Contribution:

• Engineer repeatable, documented processes and communication templates to enhance internal efficiencies and the customer experience.

• Contribute to the product roadmap by assisting with new feature requests and verifying bug fixes.

Additional Responsibilities:

• Marshal resources effectively to mitigate project risks, overcome blockers, and deliver project objectives on time.

• Perform additional duties as requested to ensure client success and project delivery.

Qualifications & Experience:

• 5+ years in technical project management.

• 3+ years in enterprise software deployment and production management.

• Excellent verbal and written communication skills.

• Proficient in metrics collection and analysis, including MS Excel and SQL.

Technical Skills:

• Basic website QA and troubleshooting, including understanding of HTML error messaging.

• Familiarity with video streaming and image file formats.

• Knowledge of network and data security.

• Familiarity with Cloud administration (e.g., AWS, Azure).

• This is not a development position; however, it involves regular interactions with engineering resources and requires familiarity with development platforms and tools.

Certifications:

• Project management certification is a plus, though not required. Candidates must demonstrate experience and success utilizing various methodologies of technical project management for software development and delivery.

Personal Qualities:

• Passionate about delivering Client Delight.

• Able to embrace AI solutions to augment personal capabilities.

• Ability to thrive in a startup environment, iterating quickly on solutions and processes, and driving service delivery maturity.

Perks and Benefits:

• 100% employer-paid medical coverage for employees and dependents.

• Comprehensive benefits including dental, vision, 401k, and disability.

• Virtual-first workplace with remote and flexible arrangements.

• Flexible PTO policy.

• Commitment to a positive culture with scheduled events throughout the year.

• Employee stock options.

Qualified candidates should send a cover letter and resume to [email protected].

The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications.

Join us at Worlds and help shape the future of industrial operations with cutting-edge technology!