SUMMARY

As a Key Accounts Manager at Verse.ai, this individual will serve as the primary liaison between the company and its most valuable clients, ensuring their needs are met with the highest level of service and efficiency. People in this role will be entrusted with the crucial tasks of maintaining and enhancing net revenue retention, managing the renewal process, and identifying opportunities for upselling and growing account value. This role demands a proactive approach to client management, a deep understanding of our technology and services, and the ability to build strong, lasting relationships with key stakeholders. Through strategic planning and execution, this person will contribute significantly to the company's sustained growth and customer satisfaction.

ESSENTIAL FUNCTIONS

• Serve as the premier liaison between Verse.ai and its clients, guiding them from initial onboarding through the entirety of their partnership, ensuring a seamless and supportive experience

• Manage critical account functions including campaign management, renewals, and strategic quarterly business reviews, fostering a reliable and trust-based relationship

• Proactively identify opportunities for account expansion and drive account growth

• Regularly relay significant customer developments to executive leadership, ensuring key insights and customer feedback are integrated into strategic planning

• Spearhead the collection of customer feedback, securing reviews, testimonials, and facilitating the creation of case studies to enhance brand credibility and customer engagement

• Enhance the overall customer experience by analyzing and addressing common use-cases and workflow efficiencies, leading to higher satisfaction and loyalty

• Customize presentations of Verse.ai’s business impact to align with each customer’s unique business objectives, overseeing their journey from acquisition to retention

• Deliver ongoing technical support and customer service, aiming to maximize product utilization and customer success

• Utilize Verse.ai’s internal administrative tools effectively for customer account management, including updates to scripts, campaigns, and settings, to ensure a personalized client experience

• Skillfully manage and resolve customer concerns, preventing issues from escalating, thereby reducing churn and enhancing customer loyalty

• Exhibit flexibility and adaptability in times of change, maintaining a steadfast commitment to the company and our customers’ success

• Collaborate closely with the Sales and Account Management team, delivering a premier, white-glove service experience to our customers, reinforcing Verse.ai's commitment to excellence and customer satisfaction

MINIMUM QUALIFICATIONS

• Bachelor’s Degree in Business Administration, Communications, or related field a plus

• Minimum 5 years of customer success experience at a SaaS or tech company required

• Minimum 3 years of experience managing enterprise level accounts required

• Advanced knowledge of Google Suite and Salesforce is required

• Proven experience with upselling products to clients is required

• Familiarity with Confluence/JIRA and/or data structures is a plus

• Quick to understand new software programs and CRMs and is willing to dive into the technical details of a product to understand it thoroughly

• Strong verbal and written communication skills to explain complex issues in an accessible way

• Excels at advanced troubleshooting and technical problem solving

• Calm under pressure and patient when dealing with difficult interpersonal situations

• Must be tech savvy and have the ability to troubleshoot technical issues for customers with varying levels of technical expertise

• Must be highly resourceful and adaptable to effectively support multiple competing demands and changing priorities while exhibiting the highest level of customer service

• Team player who is self-motivated, detail-oriented, solution-focused and takes ownership of their work

BENEFITS

• Fully Remote

• Medical, Dental & Vision Plans

• 401k + Match

• Stock Options

• Self-Managed PTO

• 11 Paid Holidays

• Internet Stipend

• Life, Accident, and Short-Term Disability Insurance

• Work/Life Balance

• Employee Assistance Program

Location

Must be authorized to work in the U.S. We do not offer Visa assistance or sponsorship for this role. This is a fully remote position and there is no relocation assistance. You must also reside in the United States. Verse uses E-Verify to verify employment.

References

We use tools like speaking to references to gain a more full-bodied, in-depth picture of the person we’re looking to hire. By submitting your application, you are giving your permission that Verse.ai may conduct references using professional social media and common connections. We commit to not contacting any of your current work colleagues and will adhere to all legal requirements regarding salary and protected class information.

EEO Statement

Verse.ai is committed to the full inclusion of all qualified individuals. As part of this commitment, Verse.ai will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact People & Culture at talent@verse.ai

We are Verse and we don’t just accept differences — we celebrate them, we support them, and we thrive on them for the benefit of our employees, our products, and our community. All candidates for hire, promotion, and performance are evaluated on the basis of merit alone.

Compensation Range: $100K - $120K