PAM AI

Enterprise Associate (Customer Success and Account Management)

2 000 – 2 500 USDCDI5–10 ansAnglaisService client / SAVAutomobile

L’essentiel du poste

Résumé par Postule AI

Pam, an AI customer experience platform for automotive dealerships, is hiring an Enterprise Associate to own a dedicated portfolio of enterprise dealership accounts. The role covers the customer journey from signed contract through activation, go-live, hypercare and steady-state operation, combining account management, customer success, project coordination and technical problem-solving. It requires 5 to 10 years of customer-facing experience, excellent English and availability during US Eastern working hours.

Vos missions

  • Own a dedicated portfolio of strategic and growth accounts and serve as the primary Pam contact for dealership leadership and operational stakeholders.
  • Own the customer-facing activation process from closed-won handoff through go-live and hypercare, including kickoffs and go-live readiness tracking.
  • Define customer goals and measurable KPIs, monitor performance and adoption, and lead performance reviews with clear owners and follow-up actions.
  • Take ownership of support requests from assigned accounts, write structured escalations, and validate the outcome with the customer before closing.
  • Coordinate Sales, Integrations, Engineering, Support, Product and Customer Success teams, and build recovery plans for early account risks.

Profil recherché

  • You have 5 to 10 years of enterprise account management, customer success or implementation experience with complex, high-value customers.
  • You like coordinating many stakeholders and dependencies to take a customer from contract to a successful launch.
  • You can explain technical workflows, telephony or integrations in clear language to executives, managers and operators.
  • You stay accountable for an issue while coordinating other teams until the customer confirms it is resolved.
  • You are comfortable in a fast-moving environment where processes are still being developed.

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Enterprise Associate (Customer Success and Account Management)

Pam is an AI customer experience platform for automotive dealerships. It powers inbound and outbound conversations across voice, text, email and chat for sales, service and parts, helping dealerships answer more calls, book more appointments and grow revenue without increasing front-line headcount.

As the Enterprise Associate, you are the primary operational and customer success owner for a dedicated portfolio of Pam's enterprise dealership accounts. You guide customers from signed contract through activation, go-live, hypercare and steady-state operation, then maintain the relationship, monitor performance and coordinate support. This is not a general support queue role.

Main responsibilities

Enterprise account relationships
  • Own a dedicated portfolio of strategic and growth accounts and serve as the primary Pam contact for dealership leadership.
  • Establish a regular customer cadence and keep customers informed about progress, open requests, product changes and next steps.
Activation and go-live
  • Own the customer-facing activation process from closed-won handoff through go-live and hypercare.
  • Lead kickoff meetings and track integration, configuration, testing, training, phone-tree changes and go-live readiness.
Performance and customer success
  • Define customer goals and measurable KPIs, monitor performance, and lead performance reviews with clear follow-up actions.
  • Identify account risks early, develop recovery plans and surface relevant product or location opportunities.
Support and escalation management
  • Take ownership of support requests from assigned accounts and create well-structured escalations.
  • Coordinate with Support, Operations, Product and Engineering until issues are resolved, and validate the outcome with the customer.

Qualifications

Required: 5 to 10 years of experience in customer success, enterprise account management, technical account management, implementation or a related customer-facing role; excellent written and spoken English; strong project management, troubleshooting and customer communication skills; availability during agreed US Eastern working hours.

Strongly preferred: experience in automotive retail, dealership operations or automotive software; experience with dealership management, scheduling, CRM or phone systems; experience with SaaS, voice AI, telephony or integration products; fluency in French or Arabic in addition to English.

Benefits

  • Base salary of $2,000 to $2,500 USD, plus a variable bonus of $500 to $1,000.
  • Work directly with enterprise automotive customers across customer success, activation, support, operations, product and engineering.

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