Senior Specialist, AI & Automation - Client Success

This role sits at the intersection of technology and Client Success. You must bring a solid understanding of how Client Success teams operate - from onboarding to renewal - so you can design automation and AI solutions that genuinely improve the customer journey. This is not a pure engineering role; it requires someone who thinks "customer-first" and builds accordingly.

You will be responsible for building automation, AI agents, tools, and data solutions that empower our Client Success team to deliver exceptional customer experiences at scale. You will work across low-code and high-code environments, collaborate with cross-functional teams, and contribute to a unified 360-degree AI-powered view of our customers.

Your Roles and Responsibilities include :

Client Success Acumen (Required):

• Proven experience working within or directly supporting a Client Success function - understanding customer lifecycle stages, health scoring, digital journeys, and engagement workflows.
• Ability to translate Client Success processes and pain points into automation and AI solutions that improve the customer experience.
• Familiarity with CS platforms (e.g., Planhat, Gainsight, or similar) and how they integrate into broader CX ecosystems.

Automation & Integration:

• Design, develop, and deploy automation solutions for Client Success workflows using Microsoft Power Platform (Power Automate, Power Apps, Power BI) and other appropriate tools.
• Build and maintain integrations between internal tools, CRM systems, and data sources using APIs and connectors.
• Identify repetitive manual processes and propose scalable automation solutions.
• Monitor, troubleshoot, and optimize existing automations for performance and reliability.

AI Agent & Tool Development:

• Design and build AI agents and tools using both Python, Claude skills, APIs, AWS Bedrock
• Maintain and iterate on deployed agents, ensuring reliability and continuous improvement.

Artificial Intelligence & Innovation:

• Build and deploy AI agents in Planhat or using Generative AI platforms as a primary channel, as well as Microsoft Co-Pilot and other emerging AI tools.
• Apply prompt engineering techniques to optimize AI agent responses and outputs.
• Stay current with AI advancements and proactively identify opportunities to embed AI into Client Success workflows.
• Collaborate closely with the CX AI Transformation Office to align on AI strategy, share best practices, and ensure consistency across initiatives.

Data & 360 Customer View:

• Support the development of a unified 360-degree AI-powered view for Client Success Managers, consolidating data from multiple sources (CRM, CSP, product usage, support, billing).
• Work with data lakes and data pipelines to ensure accurate, timely, and actionable customer insights.
• Collaborate with data teams to define data requirements and ensure proper integration into automation and AI solutions.

Collaboration & Communication:

• Work closely with CSM, CSMOPs teams to understand pain points and deliver solutions.
• Translate business requirements into technical specifications.
• Present solutions, demos, and progress updates to stakeholders at various levels.
• Document processes, solutions, and best practices for team knowledge sharing.

We expect you have :

• Minimum 5+ years of experience in a technical role involving automation, AI, or software development.
• Experience working within or directly supporting a Client Success / Customer Success function (must-have).
• Must have hands-on experience with Microsoft Power Platform (Power Automate, Power Apps, Power BI).
• Proficiency in Python and working with APIs/connectors for system integrations.
• Experience building AI agents or tools or applications.
• Familiarity with prompt engineering and working with large language models.
• Experience with Generative AI platforms, Microsoft Co-Pilot, or similar AI tools.
• Understanding of data integration, data pipelines, and working with data from multiple sources.
• Comfortable working in VS Code and GitLab (version control, branching, CI/CD).
• Strong problem-solving skills and a bias toward action.
• Excellent communication skills - able to explain technical concepts to non-technical stakeholders.

Good to Have :

• Experience with digital customer journey design and lifecycle mapping.
• Experience with data lakes and large-scale data environments.
• Knowledge of customer health scoring models and predictive analytics.
• Experience with ServiceNow platform and integrations.
• Proficiency in Confluence for documentation and knowledge management.
• SharePoint experience for collaboration and document management.
• JIRA experience for activity tracking.

Does it sound like you?

As the selection process is ongoing, please submit your application in English as soon as possible. We will get back to you in 2-3 weeks.

Come as you are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information or any other status protected by applicable law.

Come as You Are

Nasdaq is an equal opportunity employer. We welcome applications from candidates of all backgrounds and identities.

We are committed to fostering an inclusive workplace where diverse perspectives, experiences, and identities are valued and celebrated.

We ensure that individuals with disabilities are provided with reasonable accommodation throughout the hiring process.