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Laivly · 1 month ago

Account Executive / Enterprise CX Consultant

United States

Full-time

Remote

Mid Level

Laivly is an ambitious company of innovators building and shaping the future of customer service technology. They are seeking an Enterprise Account Executive to help grow their enterprise customer base by engaging senior leaders in consultative conversations about transformation and the application of AI in customer service.

Artificial Intelligence (AI)Business IntelligenceChatbotCustomer ServiceGenerative AIInformation TechnologySoftware

Growth Opportunities

Responsibilities

Develop and execute a strategic account plan focused on large, complex contact center environments

Engage senior stakeholders including Directors of Support, VPs of Customer Experience, Operations Leaders, and Technology Executives

Build trust through relevance, insight, and thoughtful engagement, not high-pressure tactics

Facilitate structured discovery conversations to uncover operational realities, performance gaps, and business impact

Ask smart, layered questions that help prospects articulate challenges they may not yet fully understand

Partner with prospects to define success metrics such as CSAT, AHT, containment, agent efficiency, and cost-to-serve

Translate complex operational and technical challenges into clear, compelling solution narratives

Demonstrate how Laivly’s AI-powered platform addresses real contact center workflows, not just theoretical use cases

Confidently discuss tradeoffs, implementation considerations, and integration realities

Manage deals end-to-end: prospecting, qualification, solution alignment, pilots, contracting, and close

Collaborate closely with product, solutions, and customer success teams to ensure alignment and set customers up for long-term success

Maintain deal integrity and forecast accuracy throughout the process

Engage credibly with contact center leaders by understanding staffing models, call drivers, QA processes, escalation paths, and agent workflows

Connect AI and automation capabilities to real-world constraints such as compliance, change management, and legacy technology

Help prospects evaluate build vs. buy vs. augment decisions with honesty and pragmatism

Stay current on contact center trends, CX best practices, AI innovation, and the competitive landscape

Bring insights back to the broader team to inform go-to-market strategy and product evolution

Maintain accurate pipeline, activity, and forecasting data in CRM tools

Communicate clearly and proactively with internal stakeholders on deal progress and risks

Qualification

Enterprise SaaS salesCX consultingContact center operationsConversational AIGenerative AI applicationsConsultative mindsetExceptional communicationRelationship-building skillsProblem-solving

Required

Relevant experience selling, implementing, operating, or advising enterprise CX or contact center technology. This may include enterprise SaaS sales, CX consulting, contact center operations, solutions engineering, or adjacent roles

Strong understanding of contact center operations and customer experience trends

Working knowledge of conversational AI, voice AI, and generative AI applications in CX

A consultative mindset with a passion for discovery and problem-solving

Exceptional communication and relationship-building skills across technical and non-technical audiences

Comfort operating in fast-growing, evolving environments where initiative and ownership are expected

Willingness to travel approximately one week per month or as needed