Customer Success Service Manager

Position Summary:

Must be fluent in Mandarin

We are looking for an expert proficient in Volcengine HiAgent or with relevant Agent development/configuration experience for the Saudi project. As the technical core of the customer success team, you will be on-site, focusing on the implementation, configuration, optimization, and daily support of the HiAgent platform. Your job is to ensure customers fully utilize HiAgent to build and manage agents, resolve technical challenges in Agent development and debugging, and drive successful implementation.

Responsibilities:

• HiAgent Implementation and Configuration: Deeply participate in customer Agent application scenarios, responsible for configuration, debugging, and integration with customer systems.
• Front-line Technical Support: Act as the primary technical interface for HiAgent, providing professional consulting, Q&A, and troubleshooting for Agent development and API calls (p. 2).
• Agent Optimization and Empowerment : Guide customers in Agent design and optimization; collect bad cases and assist back-end algorithm and R&D teams in tuning .
• Customer Training and Knowledge Transfer: Provide training on the HiAgent platform, and write targeted technical guides and scenario-based solutions.
• Requirement Feedback and Product Collaboration: Collect and organize customer functional requirements and improvement suggestions for HiAgent, and feedback to internal product and R&D teams.

Qualifications:

• Relevant experience in Agent application development, configuration, or support; experience in enterprise-facing technical support or consulting is preferred (p. 3).
• Familiar with at least one LLM application development and principles; experience with LangChain, LlamaIndex, or similar platforms; proficient in at least one programming language like Python/Go with code debugging skills; familiar with RESTful APIs.
• Excellent customer communication skills to explain complex concepts clearly; strong hands-on and fast learning abilities.
• Language: Mandarin: Native speaker level, used for highly efficient internal team collaboration. English: Fluent in spoken and written English, capable of participating in technical communication and reading/writing technical documents.
• On-site resident support at customer site; short-term business travel may be required
• Able to accept 7x24 on-call schedules, responding quickly to urgent customer needs.
• Respect and understand local Saudi laws, regulations, business culture, and social customs
• Possess a high awareness of data security and privacy protection, strictly complying with company and customer data regulations.

Preferred Qualifications:

• Basic conversation skills preferred in Arabic