Technical Account Manager

Summary

Join Level AI, a Series C startup revolutionizing customer engagement, as a key account manager. You will be the primary point of contact for key clients, building strong relationships and ensuring successful onboarding. This role requires collaboration with internal teams, a deep understanding of AI-powered customer support solutions, and the ability to communicate technical information effectively. You will identify upselling opportunities, track key account metrics, and drive improvements. The ideal candidate possesses a strong technical background, excellent project management skills, and exceptional communication abilities.

Requirements

• Bachelor's degree in Computer Science, Information Systems related field OR equivalent experience
• 4 years of experience in a hands on technical role
• 2-3+ years of experience delivering successful customer implementations
• Strong technical background with a good understanding of SaaS platforms, APIs and cloud services
• Excellent project management skills with the ability to juggle multiple projects simultaneously
• Ability to put on a consultant hat and effectively communicate technical concepts to non-technical stakeholders
• Exceptional organizational and problem-solving skills
• Strong communication skills in English (both written and verbal)

Responsibilities

• Serve as the primary point of contact for key client accounts, building and maintaining strong relationships with clients
• Successfully handle onboarding of multiple clients simultaneously
• Understand clients' technical requirements and business objectives, and ensure that our AI-powered customer support solutions meet their needs
• Collaborate with internal teams, including sales, product development, and customer support, to address client needs and resolve technical issues
• Develop and maintain a deep understanding of our AI-powered customer support solutions, and effectively communicate technical information to clients
• Identify opportunities for upselling and cross-selling our solutions to existing clients
• Track and report on key account metrics, such as customer satisfaction and product usage, and use this information to drive improvements in our solutions

Preferred Qualifications

• Familiarity with common CRM integrations such as Salesforce and Zendesk
• Familiarity with intent-based and generative artificial intelligence
• Experience with Telephony Systems such as AWS Connect, Five9 and Genesys