Senior Deployment Strategist

PolyAI

23h•$115,000 - $165,000

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. A Deployment Strategist at PolyAI is the commander in chief of a customer service transformation. It is their job to ensure the success of our real projects, both by managing timelines, overseeing the quality of virtual assistants, and being the point of authority for the client. Day to day, you’ll be listening to real people interacting with our systems, making decisions on how to make them even better, and convincing the client they’re the right ones.

Requirements

5+ years in technical delivery leadership
A track record of delivering large scale, transformative projects, ideally within AI or for customers in regulated environments
Incredible storytelling and narrative abilities, proven through winning complex pilots and accounts
Total comfort working in high ambiguity environments, knowing how to simplify complex and dynamic work, and keeping things moving even when the path forward isn’t clear
The ability to think strategically, looking across a broad customer base, spotting patterns fast, and connect the dots between commercial risk, technical risk, and what to do next
A painstaking attention to detail - we show our clients the very best we have to offer, and no less
Strong customer obsession and focus on delivering value
An appetite to continuously improve processes and ways of working

Nice To Haves

Experience with customer service or process automation, especially processes involving AI
Knowledge of project management principles, and a product solutions manager's eye for prioritization
Has worked with or part of a customer success of account management team, and confident in the tactics and processes that influence strong GRR and NRR metrics
Has acted as an escalation point for account or delivery risks
A desire to work in person with clients, to solutionise and build deep, personal relationships
An interest in consumer tech, design, and user behavior and interaction

Responsibilities

Own the delivery of transformative virtual assistants at serious scale - from deployments handling hundreds of thousands of calls a day to high-stakes PoCs where your speed, strategy and creativity win the deal
Going beyond individual delivery - advising Fortune 500 customers on how to fundamentally reshape their customer service organisations using gravitas, executive presence and knowledge
Be the single point of accountability for delivery, bridging the gap between client expectations and engineering with clarity
Being the voice of the client, understanding their need, value drivers, sensitivities and values and rallying the rest of the PolyAI team around such needs
Track and report on the metrics that matter - value driven success metrics, utilization, adoption, and account health - with the autonomy to know what's working and what isn't and the creativity to bring the right team together to solve it
Communicating wins to clients in a way that builds trust, proves value, and drives expansion
Raise the bar across agent design, solutions consulting, and engineering, pushing teams to build the best possible voice experience
Collaborating with the pre-sales and sales teams to determine the best solution for a business need

Benefits

Participation in the company’s employee share options plan
Comprehensive health coverage for you and your loved ones
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
Sabbatical Program: 5-week paid sabbatical available after 5 years of employment