Customer Engagement Account Manager

2 weeks ago

Atlanta, Georgia, United States PolyAI Full time
Customer Success Account Manager
Must be Located in America in EST time zone

Salary Expectations:
$100,000- $110,000 Basic salary ($156,000 - $176,000 Total On Target Earnings)

About Us:
PolyAI specializes in developing enterprise voice assistants that engage in natural dialogues with clients to address their needs. Our voice solutions comprehend customer inquiries, regardless of phrasing or delivery. We cater to businesses where customer interaction is crucial for success, serving prominent organizations in sectors such as banking, hospitality, insurance, retail, and telecommunications.


Our enterprise partners implement PolyAI voice assistants to reduce wait times and allow live agents to concentrate on more complex interactions requiring empathy and critical thinking.

The Role

As a Customer Success Account Manager at PolyAI, you will report to our Head of Customer Success based in the London office.

Your primary responsibility will be to assist our US clients throughout their journey, focusing on maximizing customer retention and identifying opportunities for expansion to meet upsell targets.

As the main liaison for our customer base, you will advocate for clients, design strategies, monitor progress, and guide them towards achieving their desired business outcomes, emphasizing improved customer experience and key performance metrics.

PolyAI is at the forefront of our industry, and you will be joining us at a pivotal time to support our growth across various sectors.

  • Act as the primary account owner, utilizing account planning and customer relationships to identify and manage expansions within your existing portfolio.
  • Drive high levels of customer retention through renewals.
  • Employ a consultative approach to identify, monitor, and guide clients on maximizing the benefits of the PolyAI solution to achieve successful business outcomes.
  • Utilize analytical skills to continuously assess customer usage and facilitate discussions on how clients can fully leverage their commercial commitments through new and existing applications.
  • Be comfortable engaging with IT users and buyers who expect a certain level of technical knowledge regarding our solutions.
  • Collaborate with our Product Solution Managers and Dialogue Designers who are involved in all aspects of the implementation process.
  • Conduct service and business reviews to maintain a balance between operational deployment and future strategies.
  • Proactively identify and address potential risks early in the customer journey, coordinating efforts across the organization to ensure positive customer outcomes.
  • Possess 3-5 years of experience in inside sales or account management, with preferred additional experience in customer success demonstrating a track record of revenue growth.
  • Exhibit a customer-centric mindset with a commercial background.
  • Demonstrate a history of proven successes that contribute to a strong gross retention rate.
  • Be technically inclined and enthusiastic about working in conversational voice AI design.
  • Possess strong written, verbal, and presentation skills.
  • Have prior experience managing enterprise clients.
  • Inspire collaboration without direct authority, working alongside multiple teams through various phases of the customer journey.
  • Be a self-starter with a desire to execute in a dynamic environment.
  • Hold a Bachelor's degree, preferably in Business/Economics or Computer Science.
PolyAI aims to lead the digital transformation of customer service through our conversational AI technologies.

We believe that a diverse team, reflecting the multicultural and multilingual backgrounds of our clients, is essential for success.

Join us in doing the best work of your life at PolyAI.
Benefits:
Participation in the company's employee share options plan
100% of Single Cost (employee) and 50% of Dependent for medical, dental & vision
Life Insurance
Short-term and Long-term Disability
Opportunity to contribute to the company's 401k plan
20 days vacation + 10 public holidays + paid sick leave
Annual learning and development allowance
One-off WFH allowance upon joining
Enhanced parental leave

Equal Opportunity Statement:
PolyAI is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

All employment decisions at PolyAI will be based on business needs without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status, or disability status.

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