The Technical Account Manager serves as the main contact for key client accounts, ensuring successful onboarding and implementation of AI-powered customer support solutions. Responsibilities include understanding client needs, collaborating with internal teams, tracking key metrics, and identifying upselling opportunities to enhance customer experience.
Level AI was founded in 2019 and is a Series C startup headquartered in Mountain View, California. Level AI revolutionizes customer engagement by transforming contact centers into strategic assets. Our AI-native platform leverages advanced technologies such as Large Language Models to extract deep insights from customer interactions. By providing actionable intelligence, Level AI empowers organizations to enhance customer experience and drive growth. Consistently updated with the latest AI innovations, Level AI stands as the most adaptive and forward-thinking solution in the industry.
Key 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 simultaneouslyUnderstand 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.
Requirements :
- Bachelor's degree in Computer Science, Information Systems related field OR equivalent experience
- 2-3+ 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).
- Comfortable working EST hours
Optional Requirements :
- 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.
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