AI Solutions Specialist

Key Responsibilities

• Identify high-impact opportunities where AI agents and automations can improve customer adoption, retention, and operational efficiency.
• Design and execute AI-driven customer success programs including digital journeys, automated interventions, and agent-led workflows.
• Translate business requirements into working prototypes and production-ready solutions using no-code and low-code tools, LLM APIs, and prompt engineering.
• Drive continuous optimization of AI programs based on performance data and customer feedback.
• Design and implement workflow orchestration pipelines using tools such as n8n, Make, Zapier, or custom-built logic layers.
• Integrate AI solutions across enterprise platforms (Salesforce, Gainsight, Gong, Pendo) via APIs, webhooks, and middleware.
• Manage data flows between systems, ensuring reliability and scalability of AI-driven processes.
• Develop, test, and iterate on prompt engineering strategies to maximize model accuracy, consistency, and performance.
• Apply RAG (Retrieval-Augmented Generation) patterns and evaluation frameworks to improve solution quality.
• Build feedback loops to continuously refine deployed AI models and agents based on real-world usage data.
• Monitor AI program performance (engagement, success rates, efficiency metrics) and translate data into actionable improvements.
• Instrument AI solutions with performance tracking (latency, success rates, engagement metrics, cost efficiency).
• Help maintain dashboards and reports that show how AI solutions are performing.
• Partner with Customer Success, Product, Engineering, Operations, and Enablement to embed AI into core workflows and customer engagement strategies.
• Act as a subject matter expert on AI capabilities within the team.
• Stay current on emerging AI capabilities, model releases, and agentic frameworks.

Minimum Qualifications

• Solid understanding of AI/LLM concepts and ability to translate “agentic” capabilities into practical business outcomes (AI Aptitude).
• Practical experience with workflow automation and orchestration tools (n8n, Make, Zapier, or equivalent).
• Ability to interpret platform telemetry, usage data, and performance dashboards to derive actionable insights.
• Ability to present AI outcomes and program results to internal stakeholders, framing technical capabilities in terms of business value.
• Judgment about responsible AI deployment, especially in a regulated environment.
• Ownership mindset with bias toward execution and comfort with ambiguity.
• Experience with CRM or Customer Success platforms (Salesforce, Gainsight, or similar).
• Ability to work collaboratively across teams and influence without authority.
• Bachelor’s degree or equivalent combination of education and relevant experience.

Preferred Qualifications

• 2–4 years in Customer Success, Professional Services, support operations, or similar customer-facing role at a SaaS or technology company.
• Direct experience in a healthcare, regulated, or enterprise B2B SaaS environment.
• Hands-on experience with prompt engineering, building automations, or configuring an AI agent.
• Experience integrating enterprise platforms (Salesforce, Gainsight, Gong, Pendo) via APIs or webhooks.
• Familiarity with reporting tools such as Salesforce reports, Power BI, Tableau, or Gainsight dashboards.
• Prior experience writing process documentation, runbooks, or playbooks.
• Experience navigating compliance, privacy, or regulatory constraints (HIPAA, SOC 2).
• Industry domain expertise in healthcare; familiarity with EHR ecosystems, HL7/FHIR, or clinical data workflows.
• Experience contributing to cross-functional projects spanning Customer Success, Product, Engineering, and Operations.
• Coursework, certification, or self-directed learning in AI, data analytics, prompt engineering, or related fields.