Ailytics is one of Singapore's leading video analytics solution provider that helps construction companies create a safe and productive workspace to minimize risk and improve productivity across all of their facility footprints. The global industrial workplaces are known to be dangerous and less productive, with fatalities happening every 10 minutes and 35% of the time being spent on non-productive activities.
At Ailytics, we believe that workplace safety and productivity is non-negotiable and can be easily improved with the adoption of the right technology. Using the latest breakthroughs in AI, we empower the workplace to have 24/7 monitoring of their operations, receive real-time violation notification and optimize their operational bottlenecks, resulting in up to 25% reduction of human and economic cost of workspaces.
We are seeking to expand our operations team to support our rapidly growing number of projects and are looking for someone with an entrepreneurial spirit to work alongside key internal and external stakeholders to forge strong relationships and customer experiences.
Responsibilities
Customer and Site Management:
• Act as the primary liaison for customers and sites.
• Conduct maintenance and daily checks on deployments, troubleshoot issues, and escalate matters to relevant internal stakeholders.
• Collaborate closely with customers to comprehend their technical needs and provide customized solutions.
• Offer ongoing technical guidance, and support throughout the deployments by understanding the users’ pain points and recommending solutions to address them.
• Conduct training sessions and workshops to educate customers on the utilization of Ailytics’ products and technologies.
• Ensure customer satisfaction and retention.
• Monitor and report on key customer success metrics.
• Willingness to travel to customer sites as required.
Implementation of Video Analytics solutions:
• Lead the implementation and integration of Ailytics’ Video Analytics solutions into customers’ workflows and systems.
Troubleshooting:
• Troubleshoot and resolve technical issues to ensure customer satisfaction.
Platform Administration:
• Provide comprehensive support for the web dashboard and mobile applications, including user account creation, site creation, and troubleshooting.
Cross-functional collaboration:
• Coordinate internal resources to address customer requirements effectively.
• Work collaboratively with internal teams to enhance the overall customer experience.
• Provide constructive product feedback and suggestions to Ailytics’ technology team.
Documentation:
• Contribute to the development of customer success processes, blueprints, and best practices as the team evolves.
Mentor for Interns:
• Provide guidance to interns on efficient and effective practices in daily tasks.
• Impart knowledge and experience in implementation of Video Analytics solutions and customer management to ensure customer satisfaction.
Keeping current:
• Stay informed about the latest industry trends and technologies to enhance customer success strategies.
Requirements
• Demonstrated experience in a customer success or account management role.
• Proven background in software development and/or technical support roles.
• Knowledge of Computer Vision or Video Analytics or IP camera technologies and platforms is a great plus.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong project management and organizational skills.
• Familiarity with Project Management software (like Jira, Confluence) and customer success metrics.
• A service mindset with a passion for working with technical customers.
• Customer-first mentality with a high dose of empathy.
• Self-starter, growth mindset, and able to work cross-team.
What we offer
• Join Ailytics in transforming the industrial sector with AI-powered solutions.
• A fun team to be in, with high standards and a culture of transparency and collaboration.
• Flexible working arrangements such as choice of location, and async work environment.
• Merit-based ESOP (Employee Stock Option Program)
• Constant training and coaching on Video Analytics solutions and its impact.
• Be part of a lean and fast-growing team tackling an ever-expanding market locally and abroad.
• You will be stretched and given career opportunities to grow laterally and vertically