In this role, youll own the strategy, customer relationships and commercial growth of a portfolio of strategic accounts. As a trusted advisor to customer executives on AI strategy, youll help shape their ambitions, prioritize high-impact opportunities and develop a roadmap for enterprise-wide adoption. Youll align internal teams to deliver measurable business outcomes, lead strategic expansion opportunities and proactively manage risks to customer success and the long-term partnership.

You will use customer usage, adoption, and consumption data to identify growth opportunities, expand use cases, and increase revenue across assigned accounts

This role is ideal for someone who combines strategic consultative selling skills with strong account management, commercial judgment, and a genuine interest in helping customers realize measurable value from AI.

Responsibilities

Account Ownership and Customer Relationships

• Own and actively manage a portfolio of existing Strategic accounts.
• Serve as the primary point of contact and trusted advisor for assigned customers.
• Develop a clear understanding of each customers business priorities, AI strategy, use cases, organizational structure, and success criteria.
• Build strong relationships with customers across multiple levels, including senior executives, decision-makers, procurement teams, champions and users.
• Establish a consistent engagement cadence through discovery meetings, business reviews, strategic check-ins, and proactive outreach.
• Create and maintain strategic account plans outlining customer goals, key stakeholders, adoption opportunities, commercial potential, risks, and next actions.

Growth and Expansion

• Identify, develop, and close upsell and cross-sell opportunities within the existing customer portfolio.
• Analyze customer usage, product adoption, account activity, and business priorities to uncover expansion opportunities.
• Recommend appropriate products, features, commercial structures, and use cases based on the customers needs.
• Build and manage a healthy expansion pipeline while maintaining accurate forecasts and clear next steps.
• Lead the full sales cycle from including discovery, solution positioning, objection handling, negotiation, and deal progression.
• Consistently achieve or exceed expansion revenue, pipeline generation, adoption, and account engagement targets.

Adoption, Retention, and Risk Management

• Help customers maximize the value they receive from the companys products and services.
• Proactively identify accounts with low adoption, limited engagement, unresolved issues, or potential churn risk.
• Develop clear action plans to improve adoption, rebuild engagement, and protect the long-term customer relationship.
• Identify opportunities to introduce additional products and use cases that support the customers evolving business objectives.
• Support renewal readiness by maintaining strong account health and ensuring commercial risks are identified early.
• Gather and communicate customer feedback, product gaps, competitive insights, and recurring challenges to internal stakeholders.

Customer Issue Coordination

• Take ownership of the customer experience when commercial, billing, product, contractual, or operational issues arise.
• Assess customer concerns, determine their business impact, and coordinate with the appropriate internal teams.
• Maintain clear communication with customers throughout the resolution process, including timelines, progress updates, and next steps.
• Escalate high-impact or time-sensitive issues through the correct internal channels.
• Ensure customer concerns are followed through to resolution while maintaining trust and accountability.
• Identify recurring issues and recommend process improvements that can reduce customer friction.

Cross-Functional Collaboration

• Collaborate closely with Management, Support, Solutions, Finance, Legal, Product, and Operations teams.
• Coordinate internal resources to deliver a consistent and seamless customer experience.
• Ensure clear handoffs, ownership, and accountability when multiple teams are involved in an account.
• Share customer insights and commercial opportunities with the appropriate stakeholders.
• Contribute to team best practices, enablement sessions, account reviews, and continuous process improvement.

CRM and Operational Excellence

• Maintain accurate and timely records of customer interactions, account plans, opportunities, risks, and next steps in Salesforce or another CRM platform.
• Keep expansion opportunities, pipeline stages, close dates, and forecasts current and reliable.
• Prepare account updates and communicate progress, blockers, and support needs to leadership.
• Maintain up-to-date knowledge of product capabilities, pricing, commercial policies, customer use cases, and the competitive landscape.
• Follow established sales, contracting, forecasting, escalation, and customer communication processes.