Sr. Director, Account Management at Interactions

| Greater Boston Area
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Who is Interactions?

 

Interactions, LLC is the world’s largest independent AI company. We operate at the intersection of customer experience and AI – two of today’s most innovative and dynamic industries. Since 2004, we’ve helped leading companies like MetLife, Citi, Shutterfly, and LifeLock have millions of successful conversations, resulting in saving operational cost and increasing productivity.

 

Interactions’ 5-year vision is to accelerate a transition from today’s frustrating and uninspired customer service experiences into amazing conversational engagements! Allowing customers to communicate in their own words and on their channel of choice, to accomplish tasks, all without having to go through an agent. In doing this via our conversational AI engine, our customers benefit from dramatically improved customer experience and increased customer engagement, while also saving significant and demonstrable operational expenses.

 

Job Description

 

As a member of the Sales team, you will thrive at building relationships with the top brands in the country. The ideal candidate will work with sophisticated enterprises, enjoy pipeline generation, understand customer requirements, and determine how to solve problems for our clients.

 

 

 

To support our continued growth, Interactions is hiring a Senior Director, Account Management. The Senior Director, Account Management is responsible for leading a team of Account Management Directors that are responsible for customer experience and growing account relationships through the Strategic Account programs, initiatives, standards, tools, and training and support procedures. The Senior Director, Account Management is responsible for leading the developing strategies focused on the customer relationship and revenue growth strategy.

 

 

  • Essential Job Functions:

    • Manage a diverse team of Account Managers located remotely. Work collaboratively with management team to provide career development opportunities, work/performance direction, and provide feedback to promote employee growth, retention, productivity and engagement.
    • Use consistent enterprise-wide practices to hire the right people and provide consistent orientation.
    • Develop strategic partnerships to continuously improve our business relationships with our clients to optimize the growth potential in each account.
    • Anticipate key business, marketplace and competitor dynamics and develops and implements strategies that ensure growth and mitigate adverse risk.
    • Lead the optimization and collaboration in the development and execution of all strategic and tactical plans to achieve growth potential and optimal business partnership in each account.
    • Influence peers and decisions makers through out the company to enhance processes and systems to meet client needs.

     

    Required:

    • 8-10 years of proven customer-facing, account relationship strategy experience.
    • Proven capability to develop and execute strategic and long-range plans across a wide scope within an organization
    • Capable of interfacing well at all levels within a large organization and client base
    • Pricing strategy and contract negotiation skills
    • Project management, planning and organizational skills
    • Excellent verbal and written communication skills
    • Excellent organization, motivation, leadership, and interpersonal skills
    • Ability to multi-task and prioritize issues in a complex environment
    • Bachelor’s degree, Master’s Degree preferred
    • 30-40% Travel

     

 

 

Why Work at Interactions?

 

We've created a culture of people who are dedicated to helping each other and the company succeed. We take time to celebrate wins and recognize accomplishments. Whether it’s a seasonal event or friendly competition, we’re always thinking of new ways to have fun.

 

Our team's health and well-being is important to us. In addition to a full suite of benefits, we offer 5 weeks of time off with pay, 401k matching, paid parental leave and flexible work schedules. We are all committed to the company’s success by being valued shareowners and are incentivized through individual performance and company results. Come join us!

 

 

Interactions is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, marital status, age, disability or protected veteran status, or any other characteristic protected by law.

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Location

We are located in historic Franklin, MA home to the first public library.

An Insider's view of Interactions

What’s the vibe like in the office?

Interactions definitely has a work hard/play hard environment! Our hard work pays off in the form of different social events throughout the year, including mini-golf tournaments, halloween decorating/costume contests, Oktoberfest, and lawn games during the summer time!

Pam

Software QA Engineer

What is your vision for the company?

It is motivating and inspiring to listen to the success stories from our Clients and their customers. Our ability, as the technology team and the company to deliver a secure, reliable and scalable Platform that delivers the best of breed of our Conversational AI and Human Assisted Understanding technologies, is a major source of pride!

Mahesh

Sr. VP of Engineering

How would you describe the company’s work-life balance?

Interactions recognizes that our families, our hobbies, our physical & mental health, and our work are all equally important in creating employees who are strong, productive, and successful. We have an environment where people want to come to work, and also feel secure in their time away from work with generous PTO and flexible work schedules.

Brandie

Talent Acquisition Coordinator

What are Interactions Perks + Benefits

Culture
Daily stand up
Open door policy
Team owned deliverables
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Commuter Benefits
Stocked Kitchen
Some Meals Provided
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Interactions offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and learns
Interactions hosts lunch and learn meetings once per month.
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