Darwin AI

• Respond to customer inquiries via WhatsApp, email, and Slack, ensuring fast responses and high customer satisfaction. • Troubleshoot and resolve technical problems, especially those related to AI behavior, configuration, and API integrations. • Monitor and act on alerts from internal tools like Slack channels and customer feedback submitted in the Darwin platform. • Work closely with Product and Engineering teams, escalating complex issues and contributing to product improvements. • Document support activity in the appropriate platform, maintaining accurate logs of issues and resolutions. • Identify recurring issues and contribute to internal documentation and FAQs. • Collaborate with the Customer Success and Onboarding teams to ensure a seamless customer experience. • Audit AI conversations to detect bugs or opportunities for improvement. • Ensure that all critical feedback and issues are resolved within the SLA.

- Carry out the onboarding process of new client accounts, ensuring all necessary information is collected and configured for a successful launch. - Conduct kick-off meetings with clients to align expectations, gather requirements, and walk them through the onboarding journey. - Build and configure AI assistants using internal tools, based on client needs and business logic. - Collaborate with Sales, Customer Support, and Product teams to ensure a seamless handoff and a unified client experience. - Maintain clear and consistent communication with clients through WhatsApp, following up regularly to resolve blockers and ensure progress. - Deliver the first version of the AI promptly and ensure it meets quality standards before going live. - Monitor and manage onboarding timelines, ensuring accounts are launched within the SLA and not flagged as churn risks. - Provide initial training and resources to help clients test and understand their AI agent.

- Manage the ongoing relationship with assigned customers, serving as their primary point of contact for support, updates, and optimization of their AI solutions. - Conduct Monthly Business Reviews (MBRs) to analyze customer satisfaction, discuss AI performance, and identify opportunities for improvement. - Proactively follow up with clients to identify new use cases, communicate product updates, and ensure they are maximizing the value of our AI solutions. - Actively monitor client accounts to detect signs of churn risk and collaborate with internal teams to develop strategies to improve engagement and retention. - Conduct adoption workshops and training sessions to increase customer proficiency and encourage deeper integration of our tools. - Analyze customer feedback and usage data to identify trends, insights, and areas of improvement. - Work closely with Customer Support, Product and Engineering teams to escalate and resolve technical issues, and provide feedback that contributes to product improvements. - Maintain accurate records of customer interactions and progress using Planhat and other CRM tools.

• Carry out the onboarding process of new client accounts, ensuring all necessary information is collected and configured for a successful launch. • Conduct kick-off meetings with clients to align expectations, gather requirements, and walk them through the onboarding journey. • Build and configure AI assistants using internal tools, based on client needs and business logic. • Collaborate with Sales, Customer Support, and Product teams to ensure a seamless handoff and a unified client experience. • Maintain clear and consistent communication with clients through WhatsApp, following up regularly to resolve blockers and ensure progress. • Deliver the first version of the AI promptly and ensure it meets quality standards before going live. • Monitor and manage onboarding timelines, ensuring accounts are launched within the SLA and not flagged as churn risks. • Provide initial training and resources to help clients test and understand their AI agent.