Customer Success · Remote or Miami · Full-time
Customer Success Manager
Run onboarding for new customers and stay with them once they are live, with agents preparing each call and following up after it.
Apply for this roleAbout us
Technology Coast Partners is an Epicor consultancy in Coral Gables, Florida, and it builds and operates Fluent: AI agents that post the documents manufacturers and distributors receive into Epicor. The team is small: every role owns its whole area from the first week, and works alongside the agents the team builds.
The role
You would own onboarding and the relationship that follows it: running the weekly call while a customer is getting set up, helping them configure their agents against the documents they actually receive, and staying with them on a longer cadence once they are live. You would report to our head of customer success, who runs those meetings today, and sit in on them until you are running your own.
Most of the work around those calls belongs to agents. Before a call, one reads the customer's documents, their corrections and the week's learning report, and tells you what to raise. After it, one writes the notes, files the issues and drafts the follow-up. We set them up with you, you check what they produce, and your own time goes to the customer.
What we need you to know is how a back office works. Invoices arrive from suppliers, purchase orders arrive from customers, and somebody is checking a packing slip against what turned up on the dock. Time around a manufacturer or a distributor is the quickest way to have learned that, but we care that you know it, not where you picked it up.
This is an early-career role and we are glad for it to be your first. Bring the back-office instinct and the appetite to be in front of customers every week, and we will teach you the product.
Responsibilities
- Run the weekly call while a customer is getting set up
- Help each customer configure their agents against the documents they actually receive
- Work with agents on everything around each call: preparing it, writing it up, filing what needs fixing
- Stay with customers on a longer cadence once they are live
- Sit in on our head of customer success's meetings until you are running your own
Qualifications
- A working sense of how a back office runs: supplier invoices, customer purchase orders, packing slips checked against what arrived on the dock
- Curiosity about AI, and the willingness to change how you work as the agents get better
- The appetite to be in front of customers every week
- Patience for teaching people a new way to do a job they already know
What success looks like
- Each trial you run ends with the customer's own numbers in front of them: how many documents went in with no edits, how long review takes, and what that saves against keying them by hand
- The share of documents your customers post without a correction climbs every week, toward 80% by the end of the trial
- You work through the corrections and suggestions the agents flag each week with your customers, and fix problems before they are reported
- Your call prep, notes and follow-up run through agents, so each new customer adds calls to your week and little else
- Within a few months you run your own customers end to end, and our head of customer success joins only the calls that need them
- Live customers grow with us: a second agent, a second company, or a customer happy to tell their story in a case study
Apply
Send a short note on why you want the role, and something you made that you are proud of: a project, a tool or a piece of work. If you have tried AI tools, tell us what you did with them.
Apply for this role