Act as the primary point of contact for assigned client accounts, handling daily inbound and outbound calls, video meetings, and email interactions.
Manage direct client communications with a focus on resolving issues and promoting effective product usage.
Drive client satisfaction and retention by providing expert level product guidance, overcoming objections, and ensuring swift resolution of service needs.
Collect and synthesize client feedback, especially related to prompt behavior and AI response quality, and implement approved changes within our proprietary UI tool.
Monitor ongoing usage of AI tools by clients and recommend enhancements to client UI environment while accounting for both company and client needs.
Assist in onboarding new clients and guiding them through our AI platform features and service processes.

Requirements

5+ years in a virtual account management, customer support, or call center management role
Experience managing fielding client inquiries, handling objections, and following protocols
Familiarity with conversational AI or prompt engineering concepts such as ChatGPT, structured inputs, or LLM tuning
Proven ability to manage customer relationships, engagement, retention, and client satisfaction
Strong verbal communication and listening skills with the ability to clearly explain complex tools and handle challenging conversations with professionalism

Benefits

401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Parental leave
Vision insurance
Bonus based on performance

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

client account managementcustomer supportcall center managementconversational AIprompt engineeringChatGPTstructured inputsLLM tuning

Soft Skills

client communicationissue resolutionproduct guidanceclient satisfactioncustomer relationship managementengagementretentionverbal communicationlistening skillsprofessionalism