Itential

• Serve as the primary strategic partner and trusted advisor to customers throughout the full lifecycle, from onboarding and adoption through expansion and renewal, with stage-appropriate engagement at each phase • Proactively establish, build, and maintain strong relationships with executive and operational stakeholders across each account, systematically capturing business objectives and ensuring customers achieve measurable value at every lifecycle stage • Collaborate with Sales counterparts on account planning to align on customer objectives, identify expansion opportunities, and build a shared strategy for renewal and growth • Proactively escalate and drive resolution of technical and relationship risks by coordinating across Product Support, Professional Services, Engineering, and Product Management, serving as the customer’s internal advocate • Maintain accurate, up-to-date account data in Salesforce and JIRA, including health indicators, risk flags, open opportunities, and engagement history, to ensure full visibility across internal stakeholders • Proactively drive customer enablement through structured onboarding activities and ongoing product adoption sessions, ensuring customers are advancing their maturity on the platform at each lifecycle stage • Serve as the primary point of coordination between customers and internal teams, proactively communicating status, managing expectations, and ensuring follow-through on commitments • Monitor accounts for changes in product usage, objectives, personnel, financial conditions, or competitor involvement that may affect the customer’s ongoing use or satisfaction with Itential’s products or services • Introduce customers to new platform capabilities, features, and applications, drawing on cross-customer insights and product knowledge to surface what other organizations are building with Itential and how those patterns could apply to their environment • Proactively deliver product roadmap updates, release highlights, and new feature guidance to customers, framing capabilities in the context of their specific automation goals to drive continued platform adoption • Identify and qualify expansion opportunities, including new use cases, additional products, or broader platform adoption, and partner with Sales to progress them to commercial outcomes • Lead Executive Business Reviews (EBRs) independently, including preparation, facilitation, and follow-through on documented outcomes • Proactively manage at-risk accounts by identifying churn signals early, documenting root cause in Salesforce, and partnering with CS leadership on resolution strategies when needed

• Manage the full sales cycle — from first contact through close — using a consultative, insight-led approach that helps buyers quantify the cost of manual operations and the ROI of agentic automation. • Define and execute sales plans for an assigned geographic territory to exceed software sales goals through prospecting, qualifying, managing, and closing opportunities. • Build and maintain executive-level relationships (CIO, VP Network Engineering, VP Infrastructure) that position Itential as a strategic platform partner, not a point-solution vendor. • Coordinate resources throughout the sales cycle — including Sales Engineering, client-partner executives, architects, sales leaders, and Customer Success — to execute Itential's sales process effectively. • Lead Quarterly Business Reviews (QBRs) that connect Itential's agentic automation roadmap to the customer's evolving infrastructure strategy. • Drive account scorecard improvements, identify adoption and expansion opportunities, and secure software renewals. • Perform regular customer, market, product, and competitive analyses to meet account objectives and strategies. • Negotiate and present account proposals and contracts, gaining internal alignment across cross-functional partners (Finance, Legal, RevOps). • Manage and track customer accounts, opportunities, and renewal information in Salesforce; use AI-assisted sales tools — conversation intelligence, deal scoring, and generative AI for outreach personalisation — to increase efficiency and improve buyer engagement quality. • Participate in team-building and company-growth activities including strategy setting, sales training, marketing efforts, and customer success engagements.

• Design, build, and deliver deterministic and agentic automation orchestration for customers within the Itential Platform. • Integrate with API and MCP servers across common infrastructure, network, and ITSM systems. • Consume and orchestrate customers' existing automation assets such as Ansible Playbooks, Terraform plans, Python scripts, and other artifacts. • Create agentic automations through prompt engineering that translates operator intent into reliable, repeatable orchestration. • Utilize Spec Driven Development on engagements capturing intent as a clear spec before building. • Perform technical discovery and solution orchestration to create successful production automations at scale. • Produce engagement deliverables including HLD, LLD, and knowledge transfer materials. • Conduct customer sessions with strong preparation — demo-ready, context-aware, and able to adapt in real time.

• Design, build, and deliver deterministic and agentic automation orchestration for customers within the Itential Platform. • Integrate with API and MCP servers across common infrastructure, network, and ITSM systems. • Consume and orchestrate customers' existing automation assets such as Ansible Playbooks, Terraform plans, Python scripts, and other artifacts. • Create agentic automations through prompt engineering that translates operator intent into reliable, repeatable orchestration. • Utilize Spec Driven Development on engagements capturing intent as a clear spec before building. • Perform technical discovery and solution orchestration to create successful production automations at scale. • Produce engagement deliverables including HLD, LLD, and knowledge transfer materials. • Conduct customer sessions with strong preparation — demo-ready, context-aware, and able to adapt in real time.

• Lead the end-to-end delivery of customer-facing implementation projects, ensuring they are completed on time, within scope, and on budget. • Serve as the primary point of contact for customers throughout the engagement, coordinating internal resources, managing risks, and driving accountability across cross-functional teams. • Forecast revenue, manage margins, and maintain overall project financial health. • Define success criteria and objectives with stakeholders and ensure technical feasibility. • Secure and allocate resources; build and maintain detailed project plans. • Manage scope, schedule, and cost changes; track and report project performance. • Lead customer-facing status meetings and produce status reports. • Manage client and stakeholder relationships throughout the project lifecycle. • Identify, manage, and escalate project risks and dependencies. • Maintain comprehensive project documentation. • Collaborate with PM peers to improve efficiency on processes. • Build customer relationships to support future sales opportunities. • Create and present project dashboards to internal and external stakeholders. • Perform other related duties as assigned.

• Lead and Deliver Complex, Multi-Team Programs • Oversee end-to-end delivery of large technical or strategic programs, ensuring alignment with business objectives. • Manage program timelines, milestones, and deliverables with high accountability. • Monitor progress and ensure programs stay on time, within scope, and within budget. • Execute programs using both Agile and Waterfall methodologies as appropriate. • Drive Cross-Functional Alignment • Coordinate across engineering, product, operations, and business teams to ensure shared understanding and execution. • Translate business requirements into actionable technical requirements. • Facilitate communication between technical and non-technical stakeholders. • Manage Risks, Dependencies, and Issues • Identify program risks early and develop mitigation strategies. • Escalate blockers and resolve cross-team issues to maintain delivery momentum. • Build and Maintain Program Structure and Governance • Develop and manage program schedules, roadmaps, and documentation. • Establish standards, processes, and best practices for program execution. • Communicate Program Status and Outcomes • Provide regular updates to leadership on progress, risks, and strategic impact. • Support Strategic Planning and Long-Term Vision • Help define high-level goals, roadmaps, and success metrics for programs. • Evaluate program strengths and weaknesses to drive continuous improvement.

• Develop, deploy, and maintain robust and scalable automation platform services in Go. • Design software with a focus on performance, reliability, and scalability. • Collaborate with engineering teams to translate network automation requirements into technical specifications. • Independently own components from design through production delivery. • Conduct code and design reviews to uphold Go idioms, concurrency safety, and API consistency. • Continuously improve platform reliability through automation, refactoring, and optimization.

• Develop deep technical expertise in the Itential Automation Platform and supporting technologies. • Own customer issues end-to-end, from triage through resolution, ensuring accountability and timely follow-through. • Perform advanced troubleshooting and root cause analysis across APIs, services, and distributed environments. • Reproduce customer issues by installing and configuring platform components (Node.js, MongoDB, RabbitMQ, Redis). • Build and maintain test environments using virtual machines, Docker, and Kubernetes. • Act as an escalation point for high-impact or production-critical issues, coordinating across internal teams. • Partner with Engineering to document defects, provide reproducible scenarios, and track issues through resolution. • Communicate clearly and effectively with customers via Jira Service Management, email, and meetings. • Meet defined SLAs while maintaining a high standard of quality in issue handling and updates. • Contribute to documentation, identify issue trends, and drive improvements in product quality and support processes. • Participate in a rotating on-call schedule to support 24/7 customer needs, including weekends and holidays (on-call means being available, not actively working).

• The Enterprise Account Executive is responsible for exceeding software revenue quota through net-new logo acquisition and expanding existing accounts. • You will be expected to engage directly with targeted accounts in your region and will partner with the Business Development team as part of converting intent-based opportunities, preparing and executing sales meetings with your Sales Engineering team, and executing on daily tasks in a highly-effective manner. • This includes: Define and execute sales plans for an assigned geographic territory to exceed software sales goals through prospecting, qualifying, managing, and closing sales opportunities. • Coordinate resources throughout the sales cycle, including sales engineering, client-partner executives, architects, sales leaders, and customer success to effectively execute Itential’s sales process. • Participate in team building and company-growth activities, including strategy setting, sales training, marketing efforts, and customer success engagements. • Create, develop, and maintain executive-level relationships across your accounts that lead to optimal business relationships. • Perform regular customer/market/product/competitive analyses that enable you to effectively meet account objectives and strategies. • Negotiate and present account proposals/contracts, gaining internal alignment and approvals within cross-functional partners (finance, legal, RevOps, etc.). • Lead and execute joint business planning with customers (QBRs) and seasonal planning activities to meet sales objectives. • Help drive account scorecard improvements, identify adoption/expansion opportunities and secure software renewals. • Manage and track customer accounts, opportunities, and renewal information in Salesforce. • Utilize additional tech stack tools at a proficient level: Salesloft, Amazon Quicksight, LinkedIn Sales Navigator, ZoomInfo, and 6sense.