Business Value Consultant

Observe.AI

2d • Hybrid

About The Position

Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations. Each AI agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work. Built on a CX-native foundation, Observe.AI helps leading brands like DoorDash, Affordable Care, Signify Health, and Verida improve customer satisfaction, boost agent productivity, and deliver consistent, scalable performance across every customer interaction.
The Business Value Consultant at Observe.AI sits at the intersection of pre-sales and customer success, owning the full customer lifecycle from value selling through value realization. This is a hybrid role designed for someone who thrives on both shaping enterprise deals on the front end and rolling up their sleeves to drive measurable ROI for customers post-sale. You will spend roughly 30% of your time partnering with sales on strategic enterprise opportunities and 70% of your time embedded with customers as a forward-deployed expert - translating product capabilities into quantifiable business outcomes, identifying optimization opportunities through data, and serving as a credible thought partner to senior stakeholders on the customer side. This is not a playbook-driven role. We are looking for someone who builds the playbook.

Requirements

• 1 to 3 years of experience in analytics, data science, customer insights, value consulting, or customer success, ideally within a B2B or SaaS environment
• Technical fluency, AI-leveraged - You can read and direct Python (Pandas, scikit-learn, statsmodels) and SQL (Snowflake preferred) using AI coding tools (Cursor, Claude Code, Copilot) as your default workflow, with the rigor to validate, debug, and trust-but-verify output.
• Hands-on familiarity with statistical modeling, classification, clustering, forecasting, and hypothesis testing
• Experience building dashboards and visualizations in Looker, Tableau, or Power BI
• AI-native operator. AI is your default tool, not an occasional add-on. You use LLMs and agentic workflows to compress analysis cycles (EDA, modeling, dashboarding), draft customer-facing narratives, automate recurring tasks, and scaffold reusable templates. You stay current on the tooling landscape and actively look for where AI can replace manual work, for yourself, the team, and customers.
• Clear communicator who can turn model outputs into simple summaries for internal teams and customers

Nice To Haves

• Exposure to customer success KPIs, contact center operations, or Conversational AI is a plus

Responsibilities

• Partner with AEs and Solutions Engineers on enterprise deals: run discovery, map pain points to product, and translate findings into business cases, dashboards, and ROI narratives that resonate with economic buyers
• Work alongside CSMs and Implementation Managers to drive adoption and retention through joint value sessions and standardized plays by industry and KPI.
• Design and deliver enablement on platform features, prompt engineering, reporting, and analytics workflows for internal teams and customers
• Use Python and SQL, augmented by AI coding tools, to run modeling workflows (regression, classification, clustering, forecasting) on use cases like QA score uplift, AHT reduction, and churn risk.
• Apply statistical techniques on conversation, agent, and platform data to validate outcomes and surface data-backed recommendations
• Track customer KPIs (QA, AHT, sentiment, escalation rates), own dashboards in Looker, Tableau, or Power BI, and produce QBR decks that quantify realized value at each milestone
• Build repeatable templates for QBRs, impact reviews, and CS playbooks, and use AI agents to automate recurring analysis and grow a scalable insights knowledge base

Benefits

• Competitive compensation including equity: Market-aligned base pay, performance incentives, and meaningful equity ownership
• Excellent medical, dental, and vision insurance options: Comprehensive medical, dental and vision benefits for employees and eligible dependents
• Flexible Paid Time Off: Our unlimited, flexible PTO policy empowers you to take the time you need to recharge, maintain balance, and perform at your best.
• Additional Time to Recharge: 10 company holidays, an annual company-wide Winter Break, and paid parental leave to fully support life outside of work.
• 401(k) plan: Long-term financial planning support with tax-advantaged retirement savings
• Quarterly Lifestyle Spending Account: Flexible quarterly stipend to support wellness, learning and professional development, and personal growth
• Monthly Mobile + Internet Stipend: Support for remote and hybrid work connectivity needs
• Pre-tax Commuter Benefits: Tax-efficient transit and commuting support for hybrid and in-office employees

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed