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Client Success Manager

New York, United States

Description

PolyAI automates customer service through voice. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents.

We have created custom voice agents for large enterprises in different industries, including banking, insurance, telecommunications and hospitality.

This is voice-enabled, AI-driven customer service that works in the real world, right now.

The Role

This role is suited to those who want to be accountable and influential. It is a Client Success Manager’s job to ensure the success of our real projects, both by managing timelines, overseeing the quality of virtual assistants, and being the point of authority for the client. Day to day, you’ll be listening to real people interacting with our systems, making decisions on how to make them even better, and convincing the client they’re the right ones.

Your responsibility will involve:

  • Being accountable for the delivery of transformative virtual assistants, their success at solving problems for our customers, and their conversion into long-term commercial commitments
  • Be the primary point of contact from a delivery perspective, managing both the communication from the client, and to engineering
  • Being the voice of the client, understanding their needs, sensitivities and values and rallying the rest of the PolyAI team around such needs
  • Communicating successes to our customers by turning data analysis into compelling storytelling
  • Empowering and pushing our dialogue designers, solutions architects and engineers to achieve the best possible voice experience that’s always tied to a strong business case
  • Collaborating with the pre-sales and sales teams to determine the best solution for a business need

Minimum Requirements:

  • Excellent communication skills, with strong storytelling and narrative abilities
  • Ability to successfully deliver software projects in agile environments
  • A painstaking attention to detail — we show our clients the very best we have to offer, and no less
  • The ability to push back to stakeholders, including decision makers
  • Strong customer obsession and focus on delivering value
  • An appetite to continuously improve processes and ways of working

Preferred Requirements:

We’d love it if you had some of the below:

  • Experience with automation, especially processes involving AI
  • Knowledge of project management principles, and a product manager’s eye for prioritization
  • Experience working as a delivery manager or in another client-facing capacity in a software company
  • Experience with call centers / customer service, especially in the hospitality / banking / telecom / insurance industries
  • An interest in consumer tech, design, and user behavior and interaction

Employee 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

 


 

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.

 

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