• Own the AI and automation roadmap for the Client Experience function in partnership with the Head of Client Experience. • Improve the current chatbot and related AI tools, with focus on response quality, intent handling, containment, escalation logic, and customer satisfaction. • Identify, evaluate, and implement suitable AI solutions, workflows, and service automation opportunities across customer support operations. • Work closely with Product, Engineering, and relevant stakeholders on integrations, platform enhancements, and implementation of AI-related initiatives. • Improve customer support workflows, knowledge base structure, and automation logic across customer service platforms and tools. • Use service data, chatbot analytics, and customer feedback to measure performance, identify gaps, and drive continuous improvement.

• Act as a trusted advisor to VP, Directors, Executives and Engineering Champions • Own the end-to-end commercial health of your customer cohort • Lead Strategic Business Reviews (SBRs) and QBRs • Proactively identify 'at-risk' accounts through data-driven health monitoring • Serve as the 'Voice of the Customer' internally and collaborate with Marketing to turn successful customers into public advocates

Role Description This is not a traditional Customer Success role. You will become the trusted advisor and transformation partner for a portfolio of customers investing in AI-driven business change. You will work directly with executives, customers, delivery teams, AI specialists, and our leadership team to ensure our clients successfully adopt, implement, and realize value from AI. If you are successful in this role: - You will experience one of the fastest learning curves of your career. - You will work at the intersection of: - AI - Digital Transformation - Customer Success - Program Management - Business Strategy - You will gain exposure to: - Executive leadership teams - AI transformation programs - Real-world AI implementations - Emerging AI technologies - Some of the most innovative mid-market organizations in North America This role is designed for someone who wants to accelerate their career. You will not spend your days managing support tickets. You will: - Lead AI Strategy Sprint engagements - Help customers identify AI opportunities - Coordinate delivery of AI initiatives - Drive accountability and execution - Protect customer relationships - Identify growth opportunities - Work closely with AI specialists and delivery teams - Ensure customers realize measurable value You will become a key part of Netsurit's AI-led growth strategy. Qualifications - Experience in Customer Success - Experience in Digital Transformation - Experience in Program Management - Experience in Consulting - Experience in Strategic Account Management - Experience in Technology Services - Experience in AI Adoption Programs - Experience in MSP, SaaS, Consulting, Microsoft, or AI-related environments is highly advantageous. Requirements - Highly organized - Commercially aware - Customer obsessed - Comfortable with executives - A strong communicator - Curious about AI - Hungry for growth - Able to manage ambiguity - Willing to challenge constructively - Focused on outcomes rather than activity Benefits - Work directly on AI transformation initiatives - Accelerate your career growth - Join a high-performance team - Learn from experienced leaders - Help shape the future of AI adoption in the mid-market - Support the Dreams of the Doers

Role Description The AI Client Experience Manager will sit within the Client Experience function and report to the Head of Client Experience. This role will lead the development and improvement of AI-driven customer service solutions, combining customer operations knowledge with practical technical understanding to improve chatbot performance, automation, knowledge base quality, and service efficiency. - Own the AI and automation roadmap for the Client Experience function in partnership with the Head of Client Experience. - Improve the current chatbot and related AI tools, focusing on response quality, intent handling, containment, escalation logic, and customer satisfaction. - Identify, evaluate, and implement suitable AI solutions, workflows, and service automation opportunities across customer support operations. - Work closely with Product, Engineering, and relevant stakeholders on integrations, platform enhancements, and implementation of AI-related initiatives. - Improve customer support workflows, knowledge base structure, and automation logic across customer service platforms and tools. - Use service data, chatbot analytics, and customer feedback to measure performance, identify gaps, and drive continuous improvement. Qualifications - 4+ years of experience in customer experience, service operations, conversational AI, chatbot management, CX technology, or customer support automation roles. - A degree in Data Science, AI, or a related field is preferred; equivalent practical experience is also acceptable. - Hands-on experience implementing, managing, or improving AI chatbots, virtual assistants, or LLM-enabled support solutions. - Strong understanding of customer service workflows, support journeys, escalation paths, and self-service models. - Experience working with customer service or support platforms such as Zendesk, Intercom, Freshdesk, Salesforce Service Cloud, or similar systems. - Ability to translate business requirements into practical AI use cases, implementation plans, and measurable service improvements. - Strong stakeholder management and cross-functional collaboration skills, with experience working across business and technical teams. Requirements - Familiarity with at least one AI, NLP, or LLM application domain. - Understanding of large language models and their applications, such as OpenAI, Claude, and Gemini. - Experience with API integration and SaaS platform integrations. - Strong analytical skills with the ability to drive improvements through data insights. - Experience with SQL, Python, or automation tools is a plus. - Understanding of knowledge bases, prompt logic, workflow automation, and AI-supported customer service processes.