Available Openings:

Customer Success Manager

Arria NLG is the global leader in the field of Natural Language Generation (NLG), a form of artificial intelligence specializing in extracting insights from complex data sources and communicating that information in natural language (e.g. as if written or spoken by a human).

Arria has the greatest concentration of NLG expertise in the world with a growing portfolio of 40 core NLG patents, with more pending. Arria NLG is a global company with notable industry partners. Additional information is available at www.arria.com

The Customer Success Manager will provide strategic guidance to customers to increase the value they get from Arria NLG. In this role, CSMs identify and promote best practices for maximizing the value of NLG. In our hybrid model of working onsite in our beautiful Morristown New Jersey office and part of the week remotely, you will act as a strategic consultant that knows how to identify areas of improvement and to drive progress.

Reports to:

EVP, Customer Success

Job Responsibilities:

  • As primary liaison, act as a trusted advisor to the client, enhancing the client relationship experience
  • Provide business insights with aim of improving client experience through analysis of client data
  • Act as an advocate for client interests, gaining deep understanding of client’s successes and challenges, subsequently sharing feedback with Arria departments
  • Manage the Kick Off
  • Coordinate and track the implementation
  • Manage the onboarding, including training
  • Quarterly Business Reviews
  • Build relationships with clients driving renewals, retention and upsells
  • Manage the renewal process
  • Participate in Webinars and Customer Events
  • Coordinate and track system upgrades
  • Work with sales to identify potential high growth opportunities
  • Ensure product engagement and satisfaction

Qualifications:

  • 4-5 years of account management or customer success experience
  • You need to be self-motivated
  • Experience leading client QBRs
  • Excellent written and verbal communication skills
  • An innovative mindset-constantly looking for ways to improve processes
  • Loves working with people and clients
  • Ability to build things that scale
  • Good technical acumen
  • BA/BS required, MBA preferred

To apply, please send your resume and/or CV to [email protected] with the subject of Customer Success Manager Application.

Technical Support Manager

Arria NLG is the global leader in the field of Natural Language Generation (NLG), a form of artificial intelligence specializing in extracting insights from complex data sources and communicating the knowledge that’s learned in natural language (e.g. as if written or spoken by a human).

Arria has the greatest concentration of NLG expertise in the world with a growing portfolio of 40 core NLG patents, with more pending. Arria NLG is a global company with notable industry partners. Additional information is available at www.arria.com.

In our hybrid model of working onsite in our beautiful Morristown New Jersey office and part of the week remotely, the Technical Support Manager will lead our team of Technical Support Analysts’ workflows by monitoring case queues and adjusting case assignment while providing strategic guidance to ensure we deliver accurate and timely responses to our clients and meet service levels.

Reports to:
EVP, Customer Success

Job Responsibilities:

  • Provide instructional mentorship and advise how to best handle complex issues by coaching the team to be effective in our client communication
  • You will analyze and resolve client problems by handling escalated items and aiding the Technical Support Analysts in finding the best solutions
  • Interface and maintain an excellent working relationship with other internal departments and clients while working on and completing client requests
  • You will conduct ongoing reviews of existing procedures and processes and write and implement new or revised procedures / processes to ensure or improve the quality and efficiency of department
  • You can courageously lead a team, making tough decisions and owning those decisions
  • You can help the team understand strategic direction and metric driven performance and how it relates to the business goals
  • You can multitask and handle multiple priorities with superb attention to detail in a high-energy and agile environment
  • Can collaborate with all levels associates and managers for both internal and external customers

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Required Qualifications:

  • 4-year degree
  • 4+ years of technical support experience
  • 4+ years’ experience managing a team
  • Has excellent problem solving, change management, mentorship and development, communication, and interpersonal skills
  • Experience working with client service systems such as case management systems
  • Excellent leadership skills and ability to motivate employees to perform at peak standards

Preferred Qualifications:

  • Experience with Power Bi, Qlik or Tableau
  • Knowledge of and experience in Java/Python, Node.js, TypeScript and RPA a plus
  • Experience working and managing a team in a contact center environment
  • Experience with B2B customers

To apply, please send your resume and/or CV to [email protected] with the subject of Technical Support Manager Application.