Customer Success Account Manager

PolyAI

9h•$110,000 - $135,000

About The Position

PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents. Our customers, which include the world’s leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into their daily customer service workflows. PolyAI is searching for a Customer Success Account Manager, reporting directly to the Head of Account Management to commercially manage and grow our growth-tier customer relationships across a wide variety of verticals. We want you to bring your great experience and skills to help us develop a scalable growth motion that encourages a customer can-do attitude through self service, as well as building executive-level relationships, defining the account strategy, delivering solution-based sales modeling and driving account retention and revenue growth.

Requirements

Minimum of 4-years experience in Account Management type positions owning renewals & expansions of existing customers
Proven history in value-selling and fostering relationships at champion / decision maker level, including; executives, business, and technical leaders.
Sales experience with a call center operations background.
Understand the importance of mapping out and calculating Return of Investment (ROI) models that support a business decision around cost savings, revenue generation, improved CX and reduction in wait times
Successful results meeting/exceeding sales goals, revenue expansion, new product adoption and identifying new use cases across additional areas of the business.
Proven results that consistently meet and exceed annual retention targets and booking quota
Experience selling solutions embracing SaaS, system and performance software and innovative devices. Ability to communicate analytical results a critical success factor for this role
Understanding and clearly communicating the benefits of complex, technical solutions to early adopters and visionaries at executive and team levels. Ability to understand and communicate about Artificial Intelligence (AI) a plus
Self-starter, willing to balance multiple customer and internal priorities
Energised to build out a scalable growth model within customer success
Entrepreneurial spirit combined with a scrappy, competitive, and optimistic outlook
Bachelor’s Degree required

Nice To Haves

Previous AI experience within the space is nice to have.
Masters and technical degree is a plus.

Responsibilities

Manage a book of 15-20 existing customer accounts, meeting & succeeding on goals centered around account retention and in-year growth
Harness the power of business reviews and existing customer relationships specifically with our customers champions and buyers to unearth new business opportunities within our valued clients
Work alongside our solution consulting team to create bespoke / tailored demos to convert potential use cases into a reality
Responsible for accurate forecasting and pipeline management within Gong and Salesforce
Orchestrate the creation of ROI models ahead of customer renewal conversations to justify the overall business case and spend with us
Lead on adoption efforts that encourage the customer to self-service within the PolyAI platform, Agent Studio; And taking the lead in building 1toMany workshop activities that guides the customer through the product and all its features
Make use of innovative strategies and commercial levers to ensure on-time, positive renewal outcomes within your account portfolio
Voice of the customer internally within PolyAI, working alongside our Customer Success and Deployment teams to drive product usage and ongoing quality of the virtual agent
Building relationships with key customer teams in business units, operations, technology, finance, and procurement
Participate with PolyAI team members and leadership to provide thoughtful and insightful feedback on market conditions, product and solution performance and brand acceptance

Benefits

💰 Participation in the company’s employee share options plan
🏥 100% of Single Cost (employee) and 70% of Dependent for medical, dental & vision
👪 Life Insurance
◻️ STD and LTD
💰 The opportunity to contribute to the company's 401k plan
🏝 Flexible PTO policy + 11 designated company holidays
📚 Annual learning and development allowance
🏡 We’re all about making WFH work for you - that’s why we offer a one-off WFH allowance when you join. Offering perks like noise-cancelling headphones or a comfortable desk chair to boost your comfort and focus!
🧡 Enhanced parental leave
👨‍👩‍👧 Company-funded fertility and family-forming programmes
🌸 Menopause care programme with Maven