CSM Director(A37432)

About AI Rudder

AI Rudder is a conversational AI company on a mission to transform how businesses communicate with their customers — across voice and digital channels that feel genuinely human.

Founded in 2019 and headquartered in Singapore, we're building technologies that bridge languages, enhance understanding, and enable meaningful human–machine communication at scale.

Today, we serve 500+ enterprise clients globally, processing 50 million calls daily and having delivered more than 8 billion calls to date.

Most recently, we have raised $50M in a Series B fundraising from leading global investors including Tiger Global, Peak XV Partners, and Cathay Innovation.

How We Work

AI-first: AI isn't a tool we reach for. It's the default we start from. Every team, every workflow: AI-first.

Global Collaboration: We operate globally and work as one team. Distance is a logistics problem, not a cultural one. We build the habits that make distributed teams actually work.

Communication Principle: Simple, Trust, Transparent. We remove unnecessary complexity so people can focus on what matters most.

What We Offer

Learning & Development: Continuous learning through real projects, knowledge-sharing sessions, mentorship, and cross-functional collaboration.

Performance Recognition: Regular performance reviews, feedback, and opportunities for career progression.

Global Exposure: Collaborate with international teams, global rotations, and work with global enterprise customers.

Meaningful Impact: Build AI solutions that create real value for businesses around the world.

Ownership & Autonomy: Freedom to take initiative and drive outcomes.

Team Engagement: Team Building, Local & Global Gatherings & Local Events Celebration.

AI Rudder is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants.

SUBMIT YOUR RESUME IN CN & ENG

主要职责:

• 全面负责墨西哥客户的客户成功工作，包括客户关系、产品采用、满意度、续约及扩容。
• 管理Voice AI和AI Contact Center项目从需求分析、方案设计、测试上线到规模化运营的全过程。
• 与客户业务、运营、IT、数据、安全及管理层建立有效沟通机制，协调解决项目问题和重大风险。
• 深入理解客户业务目标，通过接通率、转化率、自动化率、成本节约等指标衡量和提升项目价值。
• 与销售团队合作，识别现有客户的新场景、业务量增长及产品扩展机会，推动收入增长。
• 将客户需求和市场反馈准确传递给中国的产品及研发团队，推动产品优化、本地化和技术问题解决。
• 招聘、培养和管理墨西哥本地CSM及项目交付团队，建立标准化的项目管理和客户成功体系。
• 代表AI Rudder参加重要客户会议、高层业务回顾和行业活动，提升公司在墨西哥及拉美市场的专业影响力。

任职要求:

• 本科及以上学历，计算机、通信、信息技术、工程、商科或相关专业优先。
• 中文、英文和西班牙语均达到专业工作水平。
• 至少5年ICT、企业软件、SaaS、云计算、Contact Center或数字化解决方案相关经验。
• 具有技术方案、售前咨询、解决方案顾问、技术客户成功或项目交付经验；有团队管理经验者优先。
• 具备优秀的项目管理能力，有独立管理复杂、多部门、大型企业软件项目的成功经验。
• 熟悉拉美市场，尤其是墨西哥及西语国家的商业环境、客户特点和企业决策流程。
• 中文和英文必须达到专业工作水平：中文用于与产品研发团队沟通，英文用于团队管理、高层客户会议和行业活动；具备商务西班牙语能力者重点优先。
• 具备Voice AI、Conversational AI、Call Center、BPO、银行或电信行业软件项目经验者优先。
• 对AI、LLM及智能体技术有持续的研究热情，具备良好的学习能力、数据意识、客户导向和跨文化沟通能力。

优先考虑:

• 管理过Customer Success、售前或项目交付团队。
• 熟悉API、CRM、SIP、呼叫中心平台或催收系统集成。
• 具有大型银行、金融科技或电信运营商客户经验。
• 具有PMP、Scrum、Agile或相关项目管理认证。