Senior Global Account Manager

As a Global Senior 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, PaperEntry AI platform usage growth, and

customer retention are key goals for this position.

Responsibilities:

- 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

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

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