Senior Account Manager

Plivo is a leading technology company transforming customer engagement for some of the world’s largest B2C brands, including Uber, WhatsApp, and Zomato. Our AI agents platform, automates the entire customer lifecycle - from acquiring, engaging, and supporting customers - through cutting-edge multimodal AI, including LLMs, text-to-speech, and speech detection. With a 150+ member team based out of India & US. We are building high-impact global products that handle over 1 billion API requests per month. If you are excited about solving hard, real-world AI challenges at scale, this is where you belong. 🚀 The Role - Plivo seeks an Account Manager (AM) for its APAC & EMEA business to drive customer retention and expansion. The AM will take ownership of a portfolio of clients, building and maintaining long-term strategic relationships with key business executives and stakeholders across the region. With a focus on growth, the AM will identify opportunities for upselling and cross-selling Plivo's solutions while ensuring customers achieve their desired business outcomes. The ideal candidate will proactively collaborate with cross-functional teams to deliver tailored solutions, ensuring a seamless customer experience. Success in this role requires a results-driven approach, a deep understanding of Plivo's products, and the ability to act as a trusted advisor to clients. The AM will also demonstrate a sense of urgency and expertise in resolving customer challenges, maximizing value realization, and fostering loyalty. Responsibilities :

Manage a portfolio of customers that represent a range of diverse backgrounds and maturity, from established global enterprises to SMBs.

Facilitate continuous value realization for customers, ensuring revenue retention, and reduced churn rate, with a major focus on expansion.

Onboard new customers, identify the success criteria and execute thereafter, and establish review cadence with the customers.

Develop and execute the customer relationship strategy to ensure every customer receives maximum value from Plivo.

Drive customer loyalty by creating a referenceable pool of customers.

Lead cross-functional coordination between sales, product, customer support, and solution engineering.

Be the voice of the customer within Plivo, identifying and communicating the key factors required for success

Maintain expertise on industry trends, best practices, and the competitive landscape.

Qualifications :

Relevant Bachelor’s degree or equivalent professional experience

5+ years of overall work experience

3+ years of experience in Account Management or related role at a high-tech or SaaS company

Exceptional communication, listening and interpersonal skills

Experience in negotiating renewals and identifying & driving upsell and cross-sell opportunities.

Behaviour Traits :

A self-starter, capable of working independently with minimal supervision in developing relationships with customers, internal team members and other related stakeholders.

Is customer obsessed.

Proven track record of taking ownership of tasks and driving forward to resolutions.

Seeks excellence and maintains high-quality work ethics.

Has a bias for high velocity and urgency. Is focused on results.

Flexibility with time zones to manage customers and collaborate with colleagues globally.