Product Analyst

PolyAI [https://poly.ai?utm_source=prnewswire&utm_medium=pressrelease&utm_campaign=boilerplate&utm_content=pressrelease] is the Agentic Dialog Platform for building the conversational enterprise, used to build, run, govern, and improve dialog agents at scale. Powered by Raven, a proprietary dialog model trained on more than a billion enterprise conversations, PolyAI agents are built for complexity, open at every layer, and sovereign by design. PolyAI serves hundreds of enterprises across 75 languages and 25 countries, including Metro Bank, Marriott, PG&E, and UniCredit. We are expanding our support team, to provide essential support to our client base, by triaging incoming feature requests, faults and more. Further, using our AI builder tools, you’ll both show our clients how to update and fix their agents, and do so yourself.  You will be responsible for ensuring the satisfaction of our clients and supporting their day to day needs with empathy, an eye for detail and conscientiousness. This is an incredibly hands-on position, as you’ll often be interfacing with leadership at global brands. We’re offering one of the only client support roles where you can actually listen to everyday people talking to the product you helped manage. Responsibilities * Owning the lifecycle of every support ticket, from submission to resolution or prioritisation * Making judgments on which feature requests reach engineering, and which you can solve yourself, or with AI tooling * Translating support requests into AI prompts in the PolyAI Agent Studio * Investigating faults by listening to live customer calls, to analyse where an issue lies and how to solve it in the most efficient way, often by yourself * Partnering with both our professional services and customer success teams to find opportunities to upsell clients to more features * Sharing analytics data with clients to justify your decisions * Fine tuning PolyAI’s support workflow Essential Skills * Experience on a Support/Service Desk as a Support Agent, Support Engineer, Support Analyst or other support focussed client facing role, including managing and prioritising a high volume of concurrent tickets without compromising response quality or turnaround time * Adoptive user of AI tools — you can show how you’ve built systems to help your day to day work or hobbies * Experience using a support or ticketing system such as Atlassian Jira Service Management, Zendesk, Freshdesk, Salesforce or others * Experience prioritising tasks for an engineering team * Perfect written and verbal english, with the ability to show empathy, patience and intelligence with our clients * Ability to learn technical tools, such as how to navigate technical logs Preferred Skills * A track record of configuring a support or ticketing system such as Atlassian Jira Service Management, Zendesk, Freshdesk, Salesforce or others * Exposure to working in a young company, or tech startup * Knowledge of contact centre technologies or processes * Knowledge of engineering workflows such as scrum and agile * Strong client facing presence, showing authority and decisiveness ---------------------------------------------------------------------------------------------------------------------------------- Benefits 💰 Participation in the company’s employee share options plan 🏝 Tenure-Based PTO: You will receive 25 holidays when you join and will gain an additional 1 day after 2 years of service, then 1 day each year until capped at 32 holidays 🏡 Flexible working from home policy 🌎 Work from outside of the UK for up to 6 months each year 🫂TELUS Health EAP 24/7 - offers you and your chosen family confidential, judgment-free support for any work, health, or life challenge 🧡 Enhanced parental leave 🚲 Bike2Work scheme 📚 Annual learning and development allowance 🏡 We’re all about making WFH work for you - that’s why we offer a one-off WFH allowance when you join. Offering perks like noise-cancelling headphones or a comfortable desk chair to boost your comfort and focus! 👨‍👩‍👧 [https://emojipedia.org/family-man-woman-girl/] Company-funded fertility and family-forming programmes 🌸 [https://emojipedia.org/cherry-blossom/] Menopause care programme with Maven 🏥 Private healthcare and dental cover, discounts on gym members and relaxation apps, and access to a range of mental health programs 🌎 Sabbatical Program: 5-week paid sabbatical available after 5 years of employment ---------------------------------------------------------------------------------------------------------------------------------- At PolyAI, we take great pride in our values - they guide everything we do. We believe that a strong culture leads to meaningful work and lasting impact. Our core values are: :only-the-best: [https://emoji.slack-edge.com/T8GS4RNNM/only-the-best/63f754d467834139.gif] Only the best We expect the best from our people, we hire people that expect the best from themselves, and we nurture this drive for excellence. :ownership: [https://emoji.slack-edge.com/T8GS4RNNM/ownership/753f47103884882c.gif] Ownership We care deeply about what we do. We take ownership of our initiatives, decisions and outcomes. :relentlessly-improve: [https://emoji.slack-edge.com/T8GS4RNNM/relentlessly-improve/b5e1910b7c09b966.gif] Relentlessly improve We demand more from ourselves and are always evolving. Continuous, obsessive improvement is the only way we will transform the world of conversational AI. :bias-for-action: [https://emoji.slack-edge.com/T8GS4RNNM/bias-for-action/0a5bd6888d3f2db1.gif] Bias for action Our world moves quickly and so do we. We take calculated risks and we deliver impact fast. :disagree-and-commit: [https://emoji.slack-edge.com/T8GS4RNNM/disagree-and-commit/0cee7f9f02baac38.gif] Disagree and commit We are all working toward the same goal. If we donʼt agree with something, we work hard to understand it and when a decision is made, we accept it and give it our all. :build-for-people: [https://emoji.slack-edge.com/T8GS4RNNM/build-for-people/9c2fba2ffb2331c8.gif] Build for people We want the world to enjoy the experiences they have with us. We are building for a future that prefers automation. ---------------------------------------------------------------------------------------------------------------------------------- PolyAI is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at PolyAI will be based on the business needs without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status. ---------------------------------------------------------------------------------------------------------------------------------- Kindly find the Privacy Notice for our recruitment process by following the link here [https://polyai.notion.site/Recruitment-Privacy-Notice-1b5097db17f7802ead64dd6daf159ded]. This document provides important information regarding how we handle your personal data throughout the recruitment journey.

ABOUT BEHAVOX Behavox is shaping the future for how businesses harness their most important raw material - data. Our mission is bold: Organize enterprise data into actionable information that protects and promotes the business growth of multinational companies around the world.  From managing enterprise risk and compliance to maximizing revenue and value, our data operating platform presents a widespread opportunity to build multilingual, AI/ML-based solutions that activate data for every function within a global enterprise.  Our approach is unique, and it’s validated by our customers who tell us to keep forging ahead because no one else is aggregating, analyzing, and acting on data to uncover opportunities or solve problems quite the way we are. We are looking for fearless innovators who have an insatiable appetite for building what no one has built before.  About the Role Behavox's Strategic Account Managers own the full commercial relationship with some of the world's most complex and highly regulated financial institutions. This includes delivery outcomes, commercial performance, executive relationships, and long-term strategic growth across a portfolio of global banks, hedge funds, asset managers, and energy firms operating under the world's most demanding regulatory frameworks. Clients in this portfolio are building or strengthening unified controls frameworks that bring together communications surveillance, trade surveillance, compliant archiving, and policy management into a single, defensible control system. The Strategic Account Manager's role is to understand where each client sits on that journey, ensure Behavox is delivering against their current needs, and position the platform to serve the full scope of their controls framework over time. This requires full end-to-end ownership of the relationship, delivery, health, satisfaction, retention, and growth for every account in the portfolio, operating with a high degree of autonomy on account strategy, renewals, escalations, and executive relationships. The role requires the ability to think strategically and execute operationally, often in the same day. The Strategic Account Manager will own all renewals across the portfolio, build retention strategy, lead negotiations, and close; accurately forecast ARR churn risk and develop mitigation plans; drive inbound expansion deals independently in collaboration with Account Executives; and lead executive business reviews that are genuinely strategic: conversations about compliance posture, regulatory risk, control maturity, and platform value. This is a hybrid position based out of our London office. What You'll Bring * Enterprise compliance technology and unified controls frameworks. Deep working knowledge of how communications surveillance, trade surveillance, compliant archiving, and policy management converge into a single control system at regulated financial institutions; understands how clients evaluate and mature their compliance posture over time. * Financial services regulatory environment. Understands the regulatory obligations driving client demand, from communications monitoring requirements to trade reconstruction and archiving mandates, across global banking, hedge fund, asset management, and energy sectors. * Multi-stakeholder account management across regulated financial institutions. Navigates complex organizational structures involving Heads of Surveillance, compliance analysts, technology teams, and operations teams; manages both executive-level strategic relationships and working-level practitioner relationships simultaneously. * Commercial lifecycle management for enterprise SaaS. Owns the full renewal and expansion cycle: retention strategy, churn forecasting, negotiation, close, and pipeline development in partnership with Account Executives; understands how delivery health directly impacts commercial outcomes. * Escalation management and operational accountability. Owns ticket triage, escalation, and resolution end to end for the full portfolio; manages complex, multi-workstream escalations with minimal manager involvement; builds relationships with Product, Engineering, and Support counterparts to accelerate resolution. What You'll Do * Account health monitoring and risk identification. Independently assesses account health and risk across commercial, operational, and relationship dimensions; surfaces risk early by reading ticket patterns, stakeholder signals, and adoption data as intelligence; builds intervention plans without manager direction. * Executive business review design and delivery. Designs and executes QBRs and EBRs for all accounts including executive-level engagement; leads conversations about compliance posture, regulatory risk, control maturity, and platform value rather than product update calls. * Renewal ownership and churn forecasting. Owns all renewals across the portfolio: builds retention strategy, leads negotiations, closes; accurately forecasts ARR churn risk and develops mitigation plans using account health data, stakeholder intelligence, and delivery performance indicators. * Expansion identification and commercial execution. Drives inbound expansion deals independently; collaborates with Account Executives per Unit of One model for strategic accounts; leads with value, not discount-first positioning; builds commercial plays grounded in customer intelligence. * Delivery follow-through and client communication ownership. Owns the client-facing narrative when delivery issues arise, ensuring commitments made to the client are tracked and fulfilled; translates technical or operational updates into language the client can act on; holds internal teams accountable through to confirmed resolution so the client has everything they need without chasing. What We Offer * A truly global mission with a passionate community in locations all over the world * Huge impact and learning potential as our aspirations require bold innovation * Highly competitive compensation  * Benefits include fully covered health coverage for employee and family * Generous time-off policy and flexible work schedule About Our Process We take Talent very seriously and we are building a community of extraordinary individuals working together in very high performing teams. We also know that the best Talent always has options so we believe that the process has to be a two way assessment - the company AND the candidate assessing the business needs alignment, the career next step alignment, and the cultural alignment.  During the process we will begin by exploring the core factors regarding salary and location along with core experience and skills and values alignment. We will then deep dive explore the critical technical competencies we have identified for the role, and then we will deep dive in behavioral competencies. The most aligned candidate will then be asked to do a practical work task simulation activity so we can make sure that you will enjoy the kind of work the role requires, and this task will typically be presented and discussed with a group of colleagues and managers. Finally we will ask you to meet with a number of our senior leaders to make sure that you are making the most informed call possible. Please note that: * We want to get to know you and have a genuine conversation, so the use of AI tools or assistance during live interviews is strictly prohibited and will result in immediate disqualification from the process  * Interviews may be recorded for internal review purposes to ensure fairness and enable collaborative hiring discussions within the team.