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.
Key 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
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.
- Previous AI experience within the space is nice to have.
- 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
Your Style:
- 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
- Education - Bachelor’s Degree required. Masters and technical degree is a plus.
We provide a competitive salary range for this role - which is $110,000-$135,000 OTE - depending on level and experience. Please note this range is intended as a guide, not a guarantee. Final compensation will be based on individual qualifications, relevant experience, and the scope of the role.
In addition to salary, this position includes equity in the business, giving you the opportunity to share in the company’s long-term success.
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
At PolyAI, we take great pride in our values - they guide everything we do. We believe that a strong culture leads to meaningful work and lasting impact.
Our core values are:
Only the best
We expect the best from our people, we hire people that expect the best from themselves, and we nurture this drive for excellence.
Ownership
We care deeply about what we do. We take ownership of our initiatives, decisions and outcomes.
Relentlessly improve
We demand more from ourselves and are always evolving. Continuous, obsessive improvement is the only way we will transform the world of conversational AI.
Bias for action
Our world moves quickly and so do we. We take calculated risks and we deliver impact fast.
Disagree and commit
We are all working toward the same goal. If we donʼt agree with something, we work hard to understand it and when a decision is made, we accept it and give it our all.
Build for people
We want the world to enjoy the experiences they have with us. We are building for a future that prefers automation.
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.
Kindly find the Privacy Notice for our recruitment process by following the link here. This document provides important information regarding how we handle your personal data throughout the recruitment journey.
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