Customer Success Account Manager

PolyAI is a company that automates customer service through lifelike voice assistants. They are seeking a Customer Success Account Manager to manage and grow customer relationships, focusing on account retention and revenue growth while fostering a self-service culture among clients.

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
• 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
• Education - Bachelor's Degree required
• Previous AI experience within the space is nice to have
• Masters and technical degree is a plus