Principal Account Manager - Strategic Accounts

Core Strategic Pillars:

• Commercial Ownership: Full commercial accountability for retention, renewals, and expansion for top-tier enterprise accounts, including a quota for renewals and expansion across assigned existing accounts.

• Enterprise Navigation: Understand the customer’s buying process, engage the stakeholders involved in commercial decisions, and navigate budget, procurement, and approval requirements to advance renewals and expansion.

• Commercial Roadmap: Defines the long-term commercial growth plan for renewals and expansion, aligned with the CSM-owned customer success roadmap and demonstrated business value.

• Executive Liaison: Serves as the primary commercial point of contact for economic buyers, budget owners, and procurement, translating complex AI technical capabilities into compelling business-value narratives.

Responsibilities:

• Buying Process & Stakeholder Alignment: Identify the decision makers, budget owners, and procurement stakeholders for each renewal or expansion opportunity, and align on the requirements, approvals, and timeline needed to complete the purchase.

• Commercial Account Planning: Drive deep account penetration by developing, championing, and executing a multi-year commercial growth plan for renewals and expansion, aligned with the CSM-owned account strategy and customer success roadmap.

• Commercial Acumen / Renewals: Ownership over the financial health, expansion, and long-term commercial structure of the account, including renewal and expansion forecasting provided to Operations.

• Commercial Deal Leadership: The hands-on responsibility for structuring, driving, and governing complex renewal and expansion pursuits.

• Commercial Ownership & Execution: Lead the commercial cycle for the Netomi solution, coordinating technical validation, proposals, approvals, and customer buying activities through signature and post-close handoff. Delivery owns implementation execution.

• Executive Alignment: Translate complex AI capabilities and performance data into clear, compelling narratives to support investment decisions, commercial proposals, renewals, and expansion negotiations, using CS-validated value evidence.

• Expansion & Growth: Qualify and convert identified growth opportunities into signed expansion agreements, including new use cases, departments, and lines of business.

• Voice of the Customer: Advocate for the customer's commercial requirements and investment priorities, partnering with the CSM, who owns the broader customer success strategy and voice-of-customer feedback.

• Executive Advocacy & Communication: Serve as the executive-facing commercial leader for the account.  Contribute commercial sections to CSM-owned Quarterly and Executive Business Reviews, if/when it makes sense.

• Strategic Commercial Leadership: Own and craft the commercial account growth plan and pursuit strategy, including purchasing milestones, investment decisions, and commercial success criteria. Engage the CSM and accountable delivery teams on dependencies affecting the sale.

• Commercial Strategy & Renewals: Take full accountability for the account's commercial health, qualifying and closing expansion opportunities (upselling/cross-selling), structuring agreements, and leading the entire renewal process. Execute the 12-month renewal process, and keep CS informed. 

• Internal and External Executive: Serve as the escalation point for commercial roadblocks. Utilize superior negotiation, persistence, and problem-solving skills to overcome purchasing, contractual, or budget-based obstacles. Partner with the CSM on customer success risks and with Delivery on execution dependencies.

• Translating Strategy into Action: Translate complex AI capabilities and performance data into clear, concise, business-value-focused insights to support investment decisions, commercial proposals, renewals, and expansion negotiations, using CS-validated value evidence.

• Risk & Issue Resolution: Proactively identify budget, competitive, purchasing, and contractual risks within the customer's organization. Utilize superior negotiation, persistence, and problem-solving skills to protect retention and growth, escalating commercial decisions to Deal Desk and leadership as needed.

• Contract Development & Execution: Prepare commercial proposals and draft order forms using approved templates when available; coordinate Legal review, Deal Desk/Finance approvals, pricing, negotiation, procurement, and signature. Complete the commercial handoff of contracted scope, objectives, and commitments.

Requirements:

7+ years of demonstrated experience in a highly strategic, client-facing, Individual Contributor role (e.g., Principal/Senior Solutions Consultant, Strategic Account Director, Enterprise Program Manager, Strategic Advisor, Strategic Account Manager) in enterprise B2B SaaS or consulting, with demonstrated responsibility for enterprise renewals, expansion sales, and commercial negotiations.

Proven track record of managing and influencing complex enterprise commercial pursuits without direct authority over cross-functional teams, partnering with dedicated CSMs and technical leads.

Expert-level ability to conceptualize, structure, and deliver executive-grade presentations (decks) that lead with the recommendation, are data-driven, and clearly articulate business impact and risk mitigation.

Proven success in driving commercial outcomes including leading large enterprise contract renewals, upsells, and defining long-term client financial roadmaps.

Proven track record of navigating Fortune 500-level organizations (e.g., Financial Services, Airlines, etc.) to achieve results, specifically managing highly fragmented, siloed environments with multiple executive sponsors and competing priorities.

Exceptional executive communication and influencing skills without direct authority, with persistence, sound commercial judgment, and the ability to navigate objections while maintaining composure and confidence with senior leaders.

Deep understanding of CX (Customer Experience) and/or Contact Center operations and the business value AI/Generative AI solutions deliver in this space.

Technical fluency sufficient to discuss integrations, solution capabilities, and their business implications.

Ability to travel up to 10-20% to client sites for commercial workshops, executive engagement, and negotiations.

Bachelor's degree in Business, Computer Science, or a related field; MBA or advanced degree is a plus.