Director of Strategic Accounts

The Opportunity
Our Strategic GTM team has a unique mission to help customers understand the deep impact that highly capable Gen AI models can bring to their business and customers in contact centers. This role is a mixture of understanding customer’s business drivers, proposing the right solution and leveraging a great pool of internal and external resources to accomplish growth goals.

You’ll be a key driver of opportunities through the entire sales cycle, from pipeline generation to closure. You’ll represent Observe.AI as a thought leader in Customer Experience and Contact Center AI, and partner with speech researchers, data scientists, product engineers, and solution strategists to help customers evolve their AI journeys. Our platform is being rapidly adopted by companies in NAMER, and we’re looking for tenured Strategic Account Directors in the NAMER region to join our team and continue to bring both new customers onto the SaaS platform, and expand existing ones.

What you will be doing:
  • Lead our 50 of the Fortune 250 prospects’ journeys from consideration to purchase
  • Partner with Account Associates, Solutions Engineering and Customer Success to build and execute complex customer evaluations, demos, and proof of values.
  • Forecast your pipeline and targets on a weekly basis
  • Closely monitor the industry landscape (people, competitors, partners, etc.) to contribute to product roadmap and other corporate strategies
  • Collaborate with solutions, marketing, communications, business operations, people operations, finance, product management, and engineering
  • Support the recruitment and onboarding of other teammates
  • Support the development of company culture
  • Who you are:
  • Selling platform-as-a-service and/or software-as-a-service and/or selling large BPO solutions with blended people+tech solutions
  • 10+ years of enterprise/strategic selling experience and achieving sales bookings ARR targets >$1M per year in the last 3 years
  • Designing and executing complex deal strategies in contact center space
  • Supporting the growth of fast-growing, high-performance B2C large companies - Banking, Insurance, Healthcare, Travel & Hospitality, Telecom
  • Leading high-visibility customer events (CAB, conferences, product launches, etc.)
  • Gathering, distilling, and processing complex market (industry, competitor, customer, prospect) intelligence
  • Understanding and Reporting on Contact Center KPIs and QA/Coaching processes
  • You Might Thrive In This Role If You:
  • Are customer-centric. You are motivated to deeply understand your customer’s priorities in CX and help them achieve their vision for using our platform to improve their internal productivity and Gen AI strategy. You lead with insights, build strong relationships with cross functional executives and serve as a trusted knowledge worker
  • Have a passion for or deep curiosity in artificial intelligence in Contact centers. You embrace the opportunity to help deploy our technology in a way that benefits frontline agents and second line supervisors
  • You’re excited to educate our customers on Gen AI and how to plan for the future of CX in context to assisted and automated conversations that consumer have with brands to discover, engage, consume, get served and become loyal
  • Are hungry and question conventional wisdom. You are open to unlearning and learning new things. You believe what got us here will not get us there. You have new creative ideas!
  • Are excited by new challenges. You don’t have the answers to every question up front, but the process of solving them invigorates you. Bespoke issues requiring multi-dimensional knowledge excite you. You’re willing to experiment with new solutions.
  • Are a strategist. You deeply understand go to market best practices and raise the bar for our organization. You think and plan forward on the order of years and bring internal and external stakeholders along with your strategy.
  • About the team:
  • Most Fortune 500 Company boards are asking their leadership team to evaluate and implement Gen AI. The CXO suite needs help to understand what use cases are generating best ROI on Gen AI investment and the analyst community is recommending "Agent Copilot" for the contact center frontline associates as one of the top choices.

  • Observe.AI’s key founding principles are customer value and ROI. All the innovations, Gen AI, ML, LLM, etc. are meaningless if they don't deliver true ROI and aren't adopted by customers. We believe that innovation and software are means to solve customer problems. We're grateful to see Forrester recently recognizing our leadership in what truly matters - adoption and ROI. 

  • In pursuit of this mission, our Go To Market (GTM) team is responsible for helping customers learn how to leverage and deploy our highly capable Contact Center AI products across their sales, service, compliance and collection centers. The team is made of Sales, Solutions, Support, Marketing, Product and Partnership professionals that work together to create valuable solutions that will help bring Gen AI to as many users as possible. 
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