Customer Success Specialist at IQVentures – Dublin, OH

Customer Success Specialist at IQVentures – Dublin, OH

Description

About Us:

IQVentures is a fast-growing startup, building a cutting‑edge conversational analytics platform for the Contact Center as a Service (CCaaS) industry. Our solution helps businesses unlock insights from customer interactions, automate quality assurance, and enhance agent performance at scale.

Role Overview:

We’re seeking a proactive and detail‑oriented Customer Success Specialist to support the delivery and customization of our conversational analytics platform. You’ll work directly with our Customer Success and Product teams to tailor AI‑driven insights to client needs, fine‑tune automated scorecards, and ensure a smooth onboarding and support experience.

This role is ideal for someone early in their career who’s excited about the intersection of customer success, analytics, and emerging AI technologies.

Responsibilities:

• Assist with onboarding new customers, including gathering requirements and configuring initial prompt and scorecard settings.
• Refine and test AI prompts to improve detection of intents, complaints, sentiment, and agent behaviors.
• Adjust automated QA scorecards and intents to reflect client‑specific goals and metrics.
• Support clients with platform customization requests and day‑to‑day configuration needs.
• Analyze conversation samples to identify areas for intent improvement or scoring logic refinement.
• Collaborate with the Product and CS teams to ensure client feedback informs future updates.
• (Optional/Future Growth) Join client meetings to support solution discussions or training sessions.
• Other tasks and projects as assigned.

Qualifications:

• College degree preferred and/or 2‑5 years of experience in similar or customer‑facing roles, such as account management, sales, or customer success.
• Exposure to CCaaS, contact center operations, or conversational AI.
• Analytical mindset and strong attention to detail.
• Excellent written and verbal communication skills.
• Ability to manage time effectively for multiple projects and tasks simultaneously.
• Comfort working with AI tools or NLP‑based systems (no coding required).
• A strong desire to grow in a customer‑facing or technical support role.

Nice to Have:

• Experience working with QA scorecards or call evaluation tools.
• Familiarity with AI prompt crafting or intent taxonomy.
• Background in SaaS or startup environments.

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