In this role, you’ll own the strategy, customer relationships and commercial growth of a portfolio of strategic accounts. As a trusted advisor to customer executives on AI strategy, you’ll help shape their ambitions, prioritize high-impact opportunities and develop a roadmap for enterprise-wide adoption. You’ll 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 customer’s 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 customer’s 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 company’s 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 customer’s 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…