What are the responsibilities and job description for the SMB Account Manager – AI Solutions (Customer Success) position at Gail?
LOCATION: Miami, FL
Employment Type: Full-Time
About Us
GAIL is the world’s leading provider of AI employees for regulated industries, enabling businesses to create their ideal workforce with the simplicity of words. GAIL empowers organizations of all sizes across insurance, banking, healthcare, and telecommunications to enhance efficiency, scalability, and innovation.
About Our Customer Success Team
Our Customer Success team is the heart and soul of our customer relationships. They deeply understand our customers’ needs, champion their success, and build lasting partnerships. By gathering feedback and sharing insights, they play a vital role in driving the evolution of our cutting-edge AI solutions. Focused on outcomes, our team helps customers thrive while shaping the future of our offerings.
Job Summary
We are looking for a dynamic and customer-focused SMB Account Manager to join our team and help customers succeed with our AI-powered solutions. In this role, you will be the primary point of contact for our SMB customers, ensuring they achieve success by fully utilizing our innovative AI technology. Your responsibilities will include onboarding new customers, conducting regular check-ins, monitoring customer health, and driving retention. You will play a critical role in delivering the value of our AI solutions and fostering long-term customer relationships.
This is a full-time role that will be held from our Miami, FL office.
Key Responsibilities
- Customer Onboarding: Lead onboarding sessions for new customers, ensuring they are set up for success with our product.
- Account Management: Serve as the main point of contact for a portfolio of SMB accounts, providing proactive support and responding to customer inquiries.
- Customer Check-ins: Conduct regular check-ins with customers to review progress, address challenges, and identify opportunities for further value.
- Customer Retention: Monitor customer health scores, identify at-risk accounts, and implement strategies to mitigate churn and drive retention.
- Product Adoption: Partner with customers to ensure they are leveraging the full potential of our product, offering guidance and best practices.
- Cross-functional Collaboration: Work closely with the sales, customer success, and product teams to provide customer feedback and align on solutions.
- Documentation & Reporting: Maintain accurate records of customer interactions in our CRM (HubSpot), and provide regular updates on account status and retention metrics.
- Upsell Opportunities: Identify potential upsell or cross-sell opportunities and coordinate with the sales team to present them to customers.
Qualifications
- Experience: 2 years in account management, customer success, or a related role, preferably in the B2B SaaS space.
- Customer-Centric Mindset: A proven track record of building and maintaining strong customer relationships.
- Analytical Skills: Ability to interpret customer data (e.g., health scores, usage metrics) and use it to inform retention strategies.
- Communication Skills: Excellent verbal and written communication skills with a knack for simplifying complex concepts.
- Tech-Savvy: Familiarity with CRM systems (HubSpot) and customer success platforms.
- Problem-Solving Skills: Resourceful and proactive in addressing customer challenges and delivering solutions.
- Team Player: Ability to collaborate effectively with cross-functional teams in a fast-paced environment.
What We Offer
- Competitive salary and equity compensation to share in our success.
- Unlimited PTO to prioritize work-life balance and recharge.
- Comprehensive health, dental, and vision insurance options.
- Opportunities for professional development and career growth.
- A collaborative, supportive, and innovative work environment.
We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.