Omilia is the leading provider of Natural Language Understanding enabled IVR & natural dialogue interaction solutions.
Account Manager
Location
Northern America
Posted
3 days ago
Salary
0
Seniority
Lead
Job Description
Account Manager
Omilia - Conversational Intelligence
Role Description The Account Manager, NAM owns the commercial health and strategic growth of Omilia's enterprise customer portfolio across North America. Taking over assigned accounts approximately six months post go-live, the role drives net revenue retention, expansion, and long-term account value — acting as the primary point of contact, trusted advisor, and commercial engine for the region. The individual combines executive relationship depth with genuine technical fluency across Omilia's platform, operating across regulated NA verticals including banking, insurance, healthcare, and utilities. Success is measured by NRR, expansion ARR, customer health scores, and forecast accuracy. Accountabilities - Own end-to-end commercial accountability for an assigned portfolio of US enterprise accounts from approximately six months post go-live. - Serve as the primary point of contact and trusted advisor for assigned accounts. - Define, execute, and continuously refine account-level growth strategies. - Ensure the contracted scope of Omilia's platform is fully adopted and delivering measurable ROI. - Own the full renewal cycle for assigned accounts. - Drive a structured cross-sell and upsell motion across the portfolio. - Act as the commercial owner of all customer-initiated change requests. - Maintain forecasting integrity for the NA book of business. - Represent the NA market's commercial reality and customer perspective internally. - Protect and expand Omilia's competitive position within each account. Key Responsibilities - Assume dedicated account ownership for assigned customers approximately six months after their initial go-live date. - Articulate "Why Omilia" with authority. - Proactively engage with customers on a continuous basis. - Prepare and lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs). - Master the Omilia demo suite across the full product portfolio. - Act as a trusted technical advisor to customers. - Lead the preparation and delivery of business discussions and technical presentations. - Develop and maintain a comprehensive, living account plan for every named account. - Identify, qualify, and close expansion opportunities within the existing account base. - Manage the entire renewal process end-to-end for assigned accounts. - Serve as the commercial liaison for customer-initiated change requests. - Monitor account health on a continuous basis. - Track and document competitive activity within the portfolio. - Gather field data and structured product feedback from every customer engagement. - Provide continuous knowledge transfer to the broader Sales team. - Maintain Salesforce as the system of record for all account activity. Travel - Travel within the United States & Canada (and occasionally to Omilia offices or customer sites internationally) up to 20% of the time. Qualifications - Minimum 3 years of enterprise software account management, sales engineering, or technical sales experience. - Demonstrated track record of achieving or exceeding NRR and expansion ARR targets. - Technical fluency sufficient to deliver product demonstrations and engage in architecture-level conversations. - Deep familiarity with the enterprise sales motion. - Strong understanding of the NA enterprise landscape across regulated verticals. - Commercial acumen to structure, negotiate, and close multi-year enterprise SaaS agreements independently. - Ability to translate technical platform capabilities into business-outcome narratives. - Strong executive presence and communication skills. - Proficiency with Salesforce CRM. - Willingness and ability to travel up to 20% of the time. - Bachelor's degree in Business Administration, Engineering, Computer Science, Economics, or a related field. Nice to have - Direct experience with contact centre technology vendors. - Working knowledge of Omilia's platform. - Familiarity with conversational AI concepts. - Experience managing enterprise accounts within US financial services or healthcare systems. - Knowledge of US data privacy and AI governance frameworks. - Experience in a high-growth scale-up or Series B–D SaaS company. - Prior exposure to Gartner or Forrester analyst relations. Omilia Note - Contribute actively and effectively as an integrated team member. - Act as an Omilia ambassador in all interactions.
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