Customer Success Account Manager (Must be U.S.)

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)

Who we are:
PolyAI builds enterprise voice assistants that carry on natural conversations with customers to solve their problems. Our voice assistants understand customers, regardless of what they say or how they say it. We serve enterprises where customer conversation is an important part of doing business. Our customers include some of the leading names in banking, hospitality, insurance, retail, and telecommunications.

Our enterprise clients deploy PolyAI voice assistants to cut down on wait times and free up live staff to focus on calls requiring empathy and judgment. As a result, our enterprise clients see improved customer satisfaction, employee retention and operational efficiency.

The Role

As a Customer Success Account Manager for PolyAI, you will be reporting to our Head of Customer Success who is located in the London, UK office. You will have a primary responsibility of supporting our US customers along the customer journey focused on maximizing customer retention as well as identifying and delivering on expansion opportunities, achieving an upsell quota. As the main point of contact within the customer base, you will advocate, design, track and guide customers to successful business desired outcomes that support key performance criteria focused on improving customer experience and key contact center metrics. PolyAI are industry leaders in what we do, and you will be joining at a key moment to support our growth in new and existing verticals

- As the primary account owner, you utilize account planning and customer relationships to identify, deliver and own expansions within your existing account portfolio

- Drive a high-level of customer retention through the form of customer renewals

- Leveraging a consultative mindset to identify, track, and guide customers on how they can get the best out of the PolyAI solution enabling successful business desired outcomes

- Use an analytical mindset to continually track customer usage and guide conversations on how customers can fully utilize their commercial commitments through new and existing use cases

- Comfortable in front of the IT user / buyer who expects a level of technical understanding in our solutions

- Work alongside our Product Solution Managers and Dialogue Designers who are actively involved in every aspect of the build

- Utilize service reviews and business reviews to strike a healthy balance between operational deployment and future strategies and initiatives

- Be the leader in identifying and flagging any potential risk early in the customer journey and creating a coordinated effort across the organization as we drive to a healthy customer outcome

Requirements

- 3-5+ years of experience as an inside sales or account manager with preferred additional experience within customer success demonstrating your experience in growing revenue/ARR

- Customer-centric driven individual with a commercial background

- A history of proven successes that enable a strong gross retention rate

- Technically minded and excited to work in conversational voice AI design 

- Strong written, verbal, and presentation skills

- Prior experience managing Enterprise customers

- Inspiring without leading. Must be able to work alongside multiple teams across different implementation phases of the customer journey and inspiring urgency.

- A self-starter with an attitude of wanting to execute in an agile environment

- Bachelor’s degree, preferably in Business/Economics or Computer Science

PolyAI aspires to lead the digital transformation of customer services through our conversational AI technologies. We believe the best team will consist of people with diverse perspectives, ideas, and cultures, reflecting the multicultural and multilingual background of our customers.

Come do the best work of your life here 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
• ◻️ STD and LTD
• 💰 The 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 when you join
• 🧡 Enhanced parental leave
• 👨‍👩‍👧 Company-funded fertility and family-forming programmes
• 🌸 Menopause care programme with Maven

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 the business needs without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status.