• Directs all aspects of a service area within an assigned vertical line of business "LOB." • Accountable for the development and maintenance of a safety conscious organization within all assigned customer sites. • Manages the financial and operating performance of assigned customer sites to ensure profitability and operational goals are achieved. • Responsible for the successful management of customer service issues and assisting in identifying potential contract/service enhancements. • Documents best practices and lessons learned and implements at customer locations.

• Own and execute the national account management strategy across multiple client segments and regions • Build and maintain trusted relationships with senior stakeholders across key accounts • Drive client retention, renewals, upselling, and cross-selling opportunities across the existing customer base • Develop strategic account plans for high-value and enterprise clients • Act as a senior escalation point for complex or high-priority client matters • Identify and convert growth opportunities within existing accounts into measurable commercial outcomes • Partner closely with Sales teams to ensure seamless onboarding and account transition processes • Monitor and optimise account performance against retention, engagement, and revenue targets • Drive customer expansion initiatives aligned to broader business growth objectives • Own CRM discipline, pipeline visibility, and account data integrity across the function • Ensure consistent tracking of customer activity, risks, opportunities, and engagement metrics • Deliver reporting and forecasting insights to leadership teams on account health and commercial performance • Implement scalable processes and frameworks to improve operational efficiency within the function • Lead, mentor, and develop a national account management team • Establish clear KPIs, accountability measures, and performance standards • Design and refine team structures as the business scales • Support talent development, succession planning, and team growth initiatives • Develop and optimise incentive structures aligned to retention, growth, and customer value outcomes • Use data and performance insights to continuously improve team effectiveness • Foster a high-performance culture focused on ownership, accountability, and customer success • Partner closely with Product, Engineering, Support, and Operations teams to improve customer experience • Act as the internal voice of the customer while balancing commercial priorities • Surface customer insights and feedback to help inform product and roadmap decisions • Ensure strong alignment between Account Management and broader business functions

• Drive significant revenue growth within your assigned SMB portfolio by consistently exceeding monthly Net Dollar Retention (NDR) targets through strategic account management and proactive identification of expansion opportunities. • Partner closely with our Customer Success team to ensure exceptional customer adoption, proactively address their needs, and collaboratively identify opportunities for growth within their organizations. • Minimize customer churn and maximize retention by consistently delivering value, building strong relationships, and acting as a trusted advisor to your clients. • Conduct regular account health reviews with customers, clearly communicating the value they are receiving and outlining strategies for continued partnership and growth. • Develop a deep understanding of your clients' businesses, challenges, and goals to uncover opportunities for our solution to drive their success and foster long-term strategic partnerships. • Collaborate effectively with cross-functional teams (Customer Success, Legal, Accounting, Product, etc.) to ensure seamless customer experiences and address any client needs efficiently. • Provide accurate and timely weekly revenue forecasts to leadership, contributing to predictable business outcomes. • Maintain meticulous CRM hygiene by consistently updating opportunities and account information to ensure data accuracy and facilitate effective sales management. • Serve as a passionate advocate for PandaDoc, confidently demonstrating the product's value and articulating its benefits to our SMB customers. • Act as a key conduit for customer feedback, effectively communicating feature requests and product insights to our Product team and facilitating necessary meetings. • Participate in ongoing enablement and company-provided training to enhance your product knowledge, sales skills, and industry expertise.

• Serve as a trusted advisor to drive customer satisfaction, retention, and growth across your portfolio of accounts • Build relationships with key decision makers and stakeholders across a dedicated customer base • Partner with customers to understand their business objectives and develop strategic plans to achieve them through Lattice • Drive customer growth by proactively identifying opportunities to deliver greater customer value • Work closely with cross functional partners in Customer Care & Activation to support customer adoption and with Sales to capture expansion opportunities • Operate with a high level of customer orientation including, but not limited to • Researching customers’ businesses and preparing thoughtful questions and insights in advance of customer meetings • Asking layered, open-ended questions to understand and clarify customers’ objectives and challenges beyond surface-level detail • Adapting and shifting communication style and content to fit the needs of different stakeholders • Leading with solutions, not products, when making recommendations aligned to customer objectives • Engaging customers consistently to confirm and clarify value and adapt a strategy when needed to optimize ROI • Using data and insights to support investment recommendations or overcome customer objections • Proactively mitigating churn risk by adopting a holistic, customer-centric approach • Applying business acumen in account planning by considering economic, industry, and company factors with a customer-centric lens • Mapping all key stakeholders in an account to assess the strength of the account relationship and create account outreach strategy • Act as the voice of the customer to provide feedback for product and service improvements • Consistently practice humility - seeking guidance from colleagues when faced with novel challenges or untested scenarios • Maintain discipline in territory and account planning, forecasting, quota attainment, and using the CRM and other sales tools