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 US-Based Account Manager, reporting directly to the VP 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 modelling and driving account retention and revenue growth.
Key responsibilities:
- Manage a book of up to 8 existing Enterprise customer accounts with a focus on account expansion and renewals
- Main point of contact for the identification and closing of expansions, upselling and cross-selling into new areas of the business and driving new channel expansion
- Lead customer SteerCo executive meetings bringing together C-level economic buyers with transformation, operations and IT
- Leverage business reviews to align business and IT buyers with a PolyAI-driven AI roadmap
- Responsible for retaining existing customers through renewal and delivering customer lifetime value, executing on specific commercial plays to drive high retention rates
- Work alongside our solution consulting team to create bespoke / tailored demos to convert potential use cases into reality
- Accountable for accurate forecasting leveraging MEDDPIC methodology of in-Quarter deals and pipeline generation within Gong
- Create tailored ROI models tailored to specific verticals that cover revenue generation and cost efficiency plays
- Leverage our Command of the Message Sales methodology to foster expanded multi-threaded relationships within a customer department for cross-selling our solution into new areas of the business
- Voice of the customer internally within PolyAI, partnering alongside our Deployment Strategists to drive product usage and ongoing quality of the virtual agent
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
We provide a competitive salary range for this role - which is $120,000 – $135,000 base salary / $172,000-$192,500 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.