Senior Strategic 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 new product - the 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 engineering team based entirely in India, 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.

sri.lakshmi@plivo.com