Account Executive / Enterprise CX Consultant

About Laivly

Seeking curious and creative types! We are an ambitious company of innovators building and shaping the future of customer service technology. Our solutions help the world’s biggest brands leverage artificial intelligence, machine learning, and digital automation in their contact centers to deliver better customer experiences. Led by a team of established contact center experts, Laivly addresses the unique needs and challenges of customer service programs, with an emphasis on ethics in AI and the customer service agent experience.

About the Role

Laivly is seeking an Enterprise Account Executive to help grow our enterprise customer base by engaging senior CX, contact center, operations, and technology leaders in thoughtful, consultative conversations about transformation.

This is not a transactional sales role. It is a consultative, discovery-driven position for someone who enjoys understanding how complex organizations operate and helping leaders see what’s possible when AI is applied pragmatically and responsibly.

You will own the full sales cycle, from initial outreach through close, while acting as a trusted advisor to prospects navigating real operational constraints, legacy systems, and evolving customer expectations.

This role is well-suited for enterprise sellers, CX consultants, contact center operators, or adjacent leaders who bring credibility, warmth, and intellectual curiosity to every conversation.

This role is remote and open to Canadian and US residents.

As Account Executive, you will…

Identify & Engage Enterprise Prospects

• Develop and execute a strategic account plan focused on large, complex contact center environments.
• Engage senior stakeholders including Directors of Support, VPs of Customer Experience, Operations Leaders, and Technology Executives.
• Build trust through relevance, insight, and thoughtful engagement, not high-pressure tactics.

Lead Consultative Discovery

• Facilitate structured discovery conversations to uncover operational realities, performance gaps, and business impact.
• Ask smart, layered questions that help prospects articulate challenges they may not yet fully understand.
• Partner with prospects to define success metrics such as CSAT, AHT, containment, agent efficiency, and cost-to-serve.

Design & Position Solutions

• Translate complex operational and technical challenges into clear, compelling solution narratives.
• Demonstrate how Laivly’s AI-powered platform addresses real contact center workflows, not just theoretical use cases.
• Confidently discuss tradeoffs, implementation considerations, and integration realities.

Own the Full Sales Cycle

• Manage deals end-to-end: prospecting, qualification, solution alignment, pilots, contracting, and close.
• Collaborate closely with product, solutions, and customer success teams to ensure alignment and set customers up for long-term success.
• Maintain deal integrity and forecast accuracy throughout the process.

Bring Operational Fluency

• Engage credibly with contact center leaders by understanding staffing models, call drivers, QA processes, escalation paths, and agent workflows.
• Connect AI and automation capabilities to real-world constraints such as compliance, change management, and legacy technology.
• Help prospects evaluate build vs. buy vs. augment decisions with honesty and pragmatism.

Stay Curious & Informed

• Stay current on contact center trends, CX best practices, AI innovation, and the competitive landscape.
• Bring insights back to the broader team to inform go-to-market strategy and product evolution.

Operate with Discipline

• Maintain accurate pipeline, activity, and forecasting data in CRM tools.
• Communicate clearly and proactively with internal stakeholders on deal progress and risks.

To Thrive in This Role

This role is ideal for someone who is deeply curious about how customer experience truly works, not just how it’s marketed.

You enjoy:

• Diagnosing messy, ambiguous problems
• Asking thoughtful questions before offering solutions
• Engaging senior leaders with credibility and warmth
• Translating complexity into clarity
• Building something meaningful in a fast-growing environment

You bring presence without ego, confidence without arrogance, and intellect without pretense. You’re engaging, charismatic, a bit nerdy, and comfortable saying, “Let’s figure this out together.”

As Account Executive, you have…

• Relevant experience selling, implementing, operating, or advising enterprise CX or contact center technology.  This may include enterprise SaaS sales, CX consulting, contact center operations, solutions engineering, or adjacent roles.
• Strong understanding of contact center operations and customer experience trends.
• Working knowledge of conversational AI, voice AI, and generative AI applications in CX.
• A consultative mindset with a passion for discovery and problem-solving.
• Exceptional communication and relationship-building skills across technical and non-technical audiences.
• Comfort operating in fast-growing, evolving environments where initiative and ownership are expected.
• Willingness to travel approximately one week per month or as needed.

Life at Laivly

Laivly gives you the opportunity to collaborate and grow your career with a creative, diverse, and passionate team. We work hard and play often, with a flexible environment that works with you. A career at Laivly means being part of a fun-loving, dedicated team of creatives, risk takers and game changers. It’s about sharing your talent and imagination to develop innovative tech that’s revolutionizing the way top brands interact with the world. 

We’ve got a shared mission - and a Laivly future. Join us today!

Laivly provides Equal Employment Opportunities in accordance with all provincial and federal laws. Laivly is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

Laivly is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.