SoundHound
Website:
soundhound.com
Job details:
Your Career, our Future—Together.
Ready to join something big? At SoundHound AI, we bring voice, generative, and conversational AI together to transform how people interact with products and services. From voice-enabled vehicles to food ordering and customer support, our multilingual, omnichannel technology already impacts hundreds of millions worldwide.
The Opportunity
Customer Success Operations Analyst is responsible for ensuring that customers have a positive experience with SoundHound products and services throughout the entire customer lifecycle. The primary goal of an Account Manager is to drive customer satisfaction, retention, and growth.
What You'll Do
- Design, build, and continuously iterate a centralized CS command center/dashboard aggregating account health, SLA compliance, CSAT/NPS, escalation volumes, and delivery milestones across all managed accounts.
- Build and maintain dashboards (Power BI, Tableau, Looker, or equivalent — plus custom HTML/JS dashboards where needed) tailored to different audiences (executives vs. operational teams).
- Ingest, clean, and merge data from multiple sources (CRM, support/ticketing systems, conversational AI platform exports, survey tools, spreadsheets) into unified, trustworthy datasets.
- Define, track, and report on SLA/KPI frameworks (uptime, response time, resolution time, containment/escalation rates, CSAT) across a multi-tier client portfolio.
- Reduce manual reporting effort by building repeatable, automated report generation (scripts, templates, scheduled refreshes) rather than one-off manual pulls.
- Go beyond charts — identify trends, anomalies, and root causes in account performance data, and translate them into recommendations for CS leadership and account teams.
- Partner closely with Customer Success Managers, Analytics/Managed Services teams, Product, and Engineering to keep data definitions and reporting logic consistent and accurate.
- Maintain clear documentation of data sources, metric definitions, and dashboard logic so reporting stays auditable and easy to scale.
What You'll Bring
- 3–5 years of experience in Data Analytics, Business Intelligence, Reporting, RevOps, or CS/Sales Ops (ideallyvwithin SaaS, tech, or managed services).
- Strong hands-on experience with BI/visualization tools — Power BI, Tableau, Looker, or similar (Chart.js/custom HTML dashboards a plus).
- Advanced proficiency in Excel/Google Sheets (pivot tables, complex formulas, data modeling).
- Working knowledge of SQL for querying and joining data from multiple sources.
- Experience building or maintaining dashboards that consolidate multiple data sources into a single reporting view (a “command center,” ops cockpit, or executive dashboard).
- Comfort working with messy, real-world data (CSV/Excel/JSON exports) — cleaning, standardizing, and validating before reporting.
- Strong communication skills — able to translate data into a narrative that non-technical stakeholders, including client-facing leadership, can act on.
- High attention to detail and a bias toward data accuracy and validation before anything is shared externally.
Workplace & Compensation
[Replace with applicable location and workplace templated content below, and the compensation templated content below.]
This role is available in
India and will be hired into Amelia Global Services, a subsidiary of SoundHound AI.
Let's Start the Conversation
Join SoundHound AI and collaborate with colleagues worldwide who are shaping the future of voice AI. Guided by our values—
supportive,
open,
undaunted,
nimble, and
determined to win—we strive to build breakthrough AI experiences together.
We provide reasonable accommodations for individuals with disabilities throughout the hiring process and employment. To view our job applicant privacy policy, please visit https://static.soundhound.com/corpus/ta/applicantprivacynotice.html.
Discover more about our philosophy, benefits, and culture at https://www.soundhound.com/careers.
- Please beware of agency recruiters falsely stating that they represent SoundHound AI on job posts. Our job post above will note if we are utilizing a specific agency to assist with the search. Our recruiters use @soundhound.com email addresses exclusively.
Click on Apply to know more.
