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AI Post-Sales & Customer Experience Automation Specialist (Italian speaker) - barcelona

hace 5 días

Barcelona

Who we are Spoki is a Conversational Platform that helps companies build authentic relationships with their customers through WhatsApp and Artificial Intelligence. We believe in the value of genuine connections and provide tools that enable marketing, sales, and customer care teams to communicate in a direct, effective, and personal way. Our culture is built on four key principles: an unwavering passion for what we do, putting customer success first, working as a united and collaborative team, and approaching challenges with an entrepreneurial and results-driven mindset. Why This Role Is Revolutionary This is not your typical customer success or post-sales role — it’s a completely new position in the market, designed for those who want to be on the front line of the future of work. Here, you won’t simply manage processes: you’ll invent them, revolutionize them, and make them work with the power of AI. If you see a customer struggling with onboarding and immediately think, “this journey should be automated and hyper-personalized,” if you’re obsessed with customer success and love pushing the limits of what AI can do — you’re exactly who we’re looking for. Your mission: build an immersive and engaging post-sales experience that starts from each customer’s real needs and guides them, step by step, from initial activation to becoming a platform evangelist. You’ll use AI as leverage to move fast, scale without limits, and bring every customer closer to success. What You’ll Do Design and orchestrate intelligent journeys: create AI-powered post-sales paths that guide each customer through onboarding, activation, advanced adoption, and advocacy — hyper-personalized based on their needs, industry, and platform maturity level. Connect all the pieces of the puzzle: ensure every stage of the post-sales journey works smoothly and seamlessly — from the first welcome message to achieving the customer’s goals — with minimal manual intervention. Innovate relentlessly: experiment, optimize, and continuously find new ways to reduce time-to-value, increase adoption, and lower churn. Work closely with leadership: align weekly on priorities, report results, and propose new ideas to push the business forward. Collaborate with the CRM Manager to optimize processes, ensure data quality, and build integrated automations that enhance the entire post-sales experience. Key Responsibilities • Map the end-to-end post-sales customer journey (onboarding → activation → adoption → expansion → advocacy) and identify every opportunity for automation and personalization., • Build, maintain, and monitor automation workflows integrated with CRM, the Spoki platform, and customer stack tools., • Design AI-assisted touchpoints (personalized onboarding sequences, intelligent follow-ups, dynamic educational content, behavioral nudges, conversational agents) and implement prompt/chain logic for every stage of the journey., • Create hyper-personalized flows based on each customer’s specific needs — industry, use case, goals — guiding them step by step toward discovering and mastering the platform., • Configure data flows, webhooks, and API connections between CRM, platform, marketing tools, and data sources to ensure a seamless experience., • Define and manage customer health scores, churn-risk triggers, escalation rules, and automated re-engagement workflows., • Run A/B tests and continuous experiments; define success metrics and iterate based on improvements in activation rate, feature adoption, NRR, and churn., • Create recurring dashboards and reports for leadership (adoption rate, time-to-value, health score, NRR, churn rate, CSAT)., • Document every process clearly and create operational playbooks to enable team autonomy., • Ensure compliance with privacy and security best practices (GDPR, consent management, opt-out flows)., • Train and enable Customer Success, Support, and Operations teams on new automations and tools. Who We’re Looking For • Fluent in Italian; English is a strong plus., • A visionary who believes AI can radically transform how companies take care of their customers., • Obsessed with customer success: you’re not satisfied until every customer achieves their goals with the platform. You always think from their perspective., • AI-native: you use AI tools daily (ChatGPT, Claude, automation agents, AI coding assistants, no-code platforms) to build, analyze, and ship faster. For you, AI isn’t a trend — it’s your way of working., • Relentlessly curious: you explore, test, and connect systems with enthusiasm. You’re always searching for the next tool or automation that can make a difference., • Detail-obsessed: your automations bring precision, not chaos. Every flow is designed, tested, and monitored., • Creative and bold: you challenge the status quo with unconventional solutions. If everyone sends a welcome email for onboarding, you build an AI-powered guided journey., • Autonomous yet aligned: you can prioritize, execute, and deliver without constant supervision, while staying aligned with company goals., • Step-by-step thinker: you break down complex problems into clear, guided paths, creating experiences that take customers from zero to evangelist. What We Offer • Competitive compensation based on your skills, impact, and experience. Salary range: 26.000€ – 36.000€, • Permanent and full-time contract, • Growth opportunities through a horizontal leveling system that expands your scope without bureaucracy., • A cutting-edge environment that truly invests in AI and experimentation — not just in words., • Influence and ownership to shape a role that didn’t exist before and set the standard for others.

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