Global Associate Account Manager

Deep Cognition is a fast-growing AI company transforming how organizations handle document-

based workflows. Our flagship product, PaperEntry AI, automates complex data entry from

commercial invoices and other trade documents-helping customs brokers, freight forwarders, and

large enterprises scale faster, reduce costs, and increase accuracy.

As a Global Associate Account Manager, you will play a dual role:

1) supporting our US-based Senior and Enterprise Account Managers while

2) also taking direct ownership of the success and satisfaction of assigned customers. You will work closely across teams to ensure our valued customers receive timely, proactive, and high-quality support as they scale their usage of Deep Cognition's software. High customer satisfaction, Paper Entry AI platform usage growth, and customer retention are key goals for this position.

Responsibilities

• Customer Relationship & Communication
• - Serve as a key resource and dependable team member supporting the US-based Senior
• and Enterprise Account Managers
• - Serve as a contact for assigned enterprise customers, building trusted relationships
• through consistent, clear, and professional communication
• - Lead regular check-ins and follow-ups with assigned accounts, ensuring customer
• satisfaction and solution adoption
• - Draft customer-facing agendas, meeting recaps, and action plans in clear, articulate
• English, both written and spoken
• - Represent Deep Cognition with proactivity, poise, dependability, integrity, and clarity in
• all customer interactions

Cross-Functional Coordination

• - Collaborate daily with Senior and Enterprise Account Managers to ensure full coverage
• and alignment across complex customer relationships
• - Translate customer goals, requirements, and feedback into actionable tasks for Product,
• Engineering, and Support teams
• - Track and manage deliverables using project management tools (e.g., Jira, Notion),
• ensuring visibility and accountability

Technical Awareness

• Learn and explain the technical aspects of our AI products, including integration
• workflows (e.g., EDI, API, CargoWise)
• - Support customers in onboarding, user training, and adoption-coordinating resources
• and resolving roadblocks quickly
• - Immediately document and escalate any software issues or problems that a customer
• may experience, and proactively report the issue to the right technical team members at
• Deep Cognition to resolve the issue
• - Proactively and timely communicate with customers regarding status updates of all
• issues and their resolution status
• - Conduct QA (Quality Assurance) on deliverables and provide feedback internally to
• ensure customer expectations are met

Commercial & Operational Support

• - Partner with the broader account team to support renewals, expansion opportunities,
• and overall account planning
• - Monitor account health through usage data, feedback loops, and proactive touchpoints
• - Assist in preparing QBRs (Quarterly Business Reviews) and customer performance
• summaries

Qualifications

Must-Have

• - Fluent, articulate in English, highly professional in both written and verbal
• communication
• - 1-3 years of experience in Account Management, Customer Success, or Enterprise
• Support (SaaS preferred)
• - Strong interpersonal skills, able to build relationships with stakeholders at multiple
• levels
• - Empathy for helping customers succeed
• - Proactive, organized, dependable, and detail-oriented in managing follow-ups and
• deliverables
• - Comfortable working US business hours (Eastern or Central Time)
• - Ability to navigate ambiguity, prioritize across accounts, and adapt quickly in a
• dynamic environment