Welcome to a role that will challenge your leadership skills, ignite your passion for innovation and fuel your desire for business growth. As a Platform Success Manager, you will be the strategic advisor and trusted partner to our enterprise customers, helping them achieve measurable value through effective platform adoption.
About the Job:
This is a senior-level position that demands a strong leader who can navigate complex internal dynamics and regional customer relationships. You will play a key role in advancing our growth in transaction analytics and AI/ML-powered focused language models, bringing thought leadership and practical execution in these areas.
Main Responsibilities:
1. Customer Strategy, Leadership & Value Realization
* Build and maintain strong, trust-based relationships with business stakeholders, product owners, executive sponsors, and internal customer success teams.
* Navigate internal dynamics and foster collaboration across regions with competing priorities.
* Conduct strategic planning and regular business reviews to align platform usage with customers' evolving goals.
* Drive value realization by linking platform capabilities — including AI/ML and transaction analytics — to measurable business outcomes.
2. Platform Adoption, AI/ML Advocacy & Engagement
* Lead customer enablement and engagement, maximizing adoption, satisfaction, and self-sufficiency.
* Promote usage of platform features and AI/ML innovations, leveraging best practices, tailored training, and data-driven insights.
* Advocate for adoption of focused language models, transaction analytics, and explainable AI use cases relevant to the region.
* Partner with DevOps, Engineering, and IT to ensure secure, scalable, compliant deployments.
* Monitor KPIs, usage trends, and platform health with a proactive risk management mindset.
* Influence internal stakeholders to prioritize regional needs and customer outcomes effectively.
3. Customer Advocacy, Collaboration & Business Growth
* Act as a customer advocate within internal teams — product, engineering, and support — especially on AI/ML adoption.
* Collaborate with Sales and Professional Services to identify expansion opportunities and jointly craft customer growth strategies.
* Develop success plans that integrate strategic objectives, platform outcomes, and emerging technology adoption.
Required Skills and Qualifications:
* Experience in customer success, platform consulting, or strategic account management with enterprise SaaS/PaaS platforms.
* Proven ability to lead through influence and navigate complex internal and customer landscapes.
* Business acumen and execution experience in regulated, data-driven industries (banking, insurance, telecom).
* Practical exposure to AI/ML concepts, especially focused language models, transaction analytics, or decisioning systems.
* Familiarity with cloud-native platforms (AWS, Azure, GCP), APIs, and platform health metrics.
* Excellent communication, facilitation, and stakeholder management skills.
* Bachelor's degree in Business, Information Systems, Computer Science, or related fields.