Metz, France
Full-Time
Customer Success Engineer – Embedded Voice AI
About Us:
At Vivoka, we provide intuitive technologies that enable seamless, offline voice interactions across industries like Logistics, Field Services, and MedTech. We envision a world where voice AI empowers professionals, making their work more efficient and intuitive, even in the most challenging environments, by seamlessly integrating into their daily operations.
The Job in a Nutshell:
As a Customer Success Engineer, you will ensure that our clients effectively and successfully use our solutions to enhance their operations. You will provide expert guidance on product integration, assist customers in optimising deployments, and ensure continuous alignment between their needs and our technology. You’ll also play an instrumental role in educating internal teams and customers, troubleshooting issues, and managing product deployments. This position requires a hands-on approach, with an ability to engage in light coding, primarily in Java, to assist clients with Android-based solutions. Your mindset will be that of a « hacker, » eager to dive into technical challenges and find creative solutions for our customers
La mission
You will bridge pre-sales and post-sales activities to ensure successful project implementations and customer satisfaction. Your responsibilities will cover client support, technical guidance, and product management to ensure a seamless user experience. In this role, you will report directly to the Chief Product Officer (CPO) and collaborate closely with the Product, Technical, and Sales teams, as well as the Chief Revenue Officer (CRO), to ensure customer needs are integrated into the product roadmap and projects are delivered on time.
Les responsabilités
Pre-Sales:
- Conduct remote or in-person meetings with prospective clients.
- Engage in technical discussions with prospective clients to understand their needs, position our AI voice solutions as the perfect fit and help shape the technical solution.
- Lead demonstrations of our voice AI solutions, focusing on how the technology will enhance client operations and help meet their business objectives.
- Provide technical expertise to the sales team, assisting in the creation of custom solutions that directly address the client’s challenges through our AI platform
Post-Sales (Customer Success):
- Ensure customers realize the full potential of our Voice AI solutions by guiding them through effective product onboarding, training, and sharing best practices tailored to their business needs.
- Build and maintain strong relationships with customers, becoming their trusted advisor and helping them leverage Voice AI to exceed their business objectives.
- Identify new opportunities for customers to create ongoing value from our solutions, fostering deeper engagement and ensuring the continuous alignment of our technology with their evolving needs.
- Proactively resolve any technical or product-related challenges, ensuring a seamless experience and minimizing disruptions.
- Empower internal teams by providing insights and guidance on product updates, ensuring everyone is equipped to support customer success.
- Conduct high-impact product demonstrations for stakeholders, illustrating how our solutions can drive tangible results and contribute to long-term business goals.
- Facilitate communication and conflict resolution between internal teams and customers, ensuring challenges are swiftly addressed and mutual understanding is achieved.
Project Management and Professional Services:
- Ensure that all project deliverables are clearly defined and delivered within the agreed scope, timeline, and budget, fully aligning with client expectations.
- Collaborate with Product Management and Engineering teams to ensure that client-specific features are seamlessly integrated into our product roadmap and delivered according to plan.
- Maintain clear communication and alignment with both the internal team and customers, ensuring that all stakeholders are on the same page regarding project progress and next steps.
Customer Delivery:
- Continuously improve the customer delivery process by identifying areas for automation and technical enhancements, enabling customers to unlock the full value of Voice AI faster.
- Create comprehensive technical documentation, sample code, and use cases to streamline future deployments and accelerate onboarding processes.
- Provide feedback to the Product management based on customer insights, ensuring that future developments increase customer success and enhance the value of our solutions.
Compétences attendues
Required Skills:
- Previous experience in a customer-facing role within the tech industry, ideally combining pre-sales and post-sales support.
- Strong project management skills, especially in custom development projects, ensuring timely and budget-friendly delivery.
- Proficiency in troubleshooting, debugging, and technical problem-solving, with a solid understanding of embedded systems.
- Hands-on coding capability in Java (basic/intermediate) to assist clients with Android-focused solutions, alongside C++ proficiency for internal technical challenges.
- Excellent communication and presentation skills, with the ability to simplify complex technical concepts for a non-technical audience.
- Ability to balance the needs of Product, Technical, and Sales teams, while always prioritizing the customer experience.
- Fluent in both French and English (written and spoken).
Desired Skills:
- Experience with embedded systems and knowledge of the hardware-software interaction.
- An innovative « hacker » mentality, with a strong drive to experiment, learn, and build quick solutions.
- Passion for customer success, ensuring customers realize the full potential of their investment in our solutions through your dedicated support and guidance.
Bénéfices du poste
What We Offer:
- Impactful Role: Be at the heart of integrating AI into real-world applications, driving measurable success for customers across industries.
- Autonomy: Take ownership of projects, solve complex technical challenges, and influence the product roadmap based on client needs.
- Cutting-Edge Technologies: Work on groundbreaking solutions in logistics, field service, and medtech, shaping the future of voice interaction.
- Flexible Work Environment: Hybrid working model with 2–3 days remote per week, along with in-office collaboration at our Metz office.
- Relocation Support: We offer assistance for those moving to Metz to ensure a smooth transition.
- Competitive Compensation: A salary package that reflects your expertise, designed to attract top talent.
Ready to Drive Customer Success and Revolutionize Voice Technology?