Senior Global Account Manager

As a Global Senior Account Manager, you will have a dual role. Firstly, you will support the US-based Senior and Enterprise Account Managers. Secondly, you will directly own the success and satisfaction of the assigned customers. Your primary focus will be to ensure timely, proactive, and high-quality support for Deep Cognition's valued customers as they expand their usage of the PaperEntry AI platform. The key objectives of this position include enhancing customer satisfaction, fostering growth in AI platform usage, and ensuring customer retention. Your responsibilities will include serving as a key resource and reliable team member for the US-based Senior and Enterprise Account Managers. You will act as the primary point of contact for the assigned enterprise customers, establishing trusted relationships through consistent, clear, and professional communication. Conducting regular check-ins and follow-ups with assigned accounts to guarantee customer satisfaction and solution adoption will be essential. Additionally, you will be responsible for creating customer-facing agendas, meeting recaps, and action plans in articulate English, both written and spoken. Your interactions with customers should embody proactivity, poise, dependability, integrity, and clarity. In terms of technical awareness, you will need to familiarize yourself with the technical aspects of Deep Cognition's AI products, including integration workflows such as EDI, API, and CargoWise. Your role will involve assisting customers with onboarding, user training, and adoption by coordinating resources and swiftly resolving any obstacles that arise. It will be crucial for you to promptly document and escalate any software issues or problems encountered by customers, ensuring that they are reported to the appropriate technical team members at Deep Cognition for resolution. You will also be expected to communicate proactively and promptly with customers to provide status updates on all issues and their resolution progress. Furthermore, conducting Quality Assurance (QA) on deliverables and offering internal feedback to ensure customer expectations are met will be part of your responsibilities. Moreover, you will collaborate with the broader account team to support renewals, identify expansion opportunities, and contribute to overall account planning. Monitoring account health through usage data, feedback loops, and proactive touchpoints will be crucial. Additionally, you will assist in preparing Quarterly Business Reviews (QBRs) and customer performance summaries to drive continuous improvement and customer satisfaction.,