Named Account Manager - AI/SaaS (CL10)

Job description

Named Account Manager We’re looking for a commercially driven and customer-focused Dedicated Account Manager to manage a portfolio of existing customers. In this role, you’ll serve as the primary commercial point of contact for your assigned accounts. You will build trusted customer relationships, understand each organization’s goals and AI strategy, increase product adoption, identify expansion opportunities, and proactively address risks that could affect the customer experience or commercial relationship. You’ll be responsible for developing and executing account plans, managing a healthy expansion pipeline, and coordinating internal teams to resolve customer needs. This includes identifying upsell and cross-sell opportunities across relevant products, features, use cases, and services. This role is ideal for someone who combines consultative selling skills with strong account management, commercial judgment, and a genuine interest in helping customers realize measurable value from AI. ResponsibilitiesAccount Ownership and Customer Relationships● Own and actively manage a portfolio of existing customer accounts. ● Serve as the primary commercial 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 users, champions, decision-makers, procurement teams, and senior executives. ● 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 consultative commercial conversations, including discovery, solution positioning, objection handling, negotiation, and deal progression. ● Partner with relevant sales teams when an opportunity requires additional commercial or technical expertise. ● 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 Sales, Renewals, Customer Success, 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. Qualifications● 2–4 years of experience in B2B account management, customer success, inside sales, renewals, or another commercially focused customer-facing role. ● Previous experience managing a portfolio of existing customer accounts. ● Demonstrated ability to identify and progress upsell and cross-sell opportunities. ● Experience working with SaaS, AI, cloud-based, or other technology solutions is strongly preferred. ● Strong consultative selling, discovery, negotiation, presentation, and objection-handling skills. ● Excellent written and verbal communication skills. ● Customer-first mindset with the ability to establish credibility and build trusted relationships. ● Strong commercial judgment and the ability to balance customer outcomes with business objectives. ● Ability to manage multiple accounts, priorities, opportunities, and customer escalations simultaneously. ● Comfortable engaging with stakeholders ranging from day-to-day users to senior executives. ● Strong organizational skills, attention to detail, and ownership of follow-through. ● Ability to work effectively in a fast-paced and evolving environment. ● Experience using Salesforce or another CRM platform is preferred. ● Familiarity with MEDDPICC, BANT, what or another consultative sales methodology is preferred. Preferred Qualifications● Experience managing mid-market or enterprise customer accounts. ● Experience selling or supporting AI products, APIs, SaaS platforms, or technical solutions. ● Experience using customer usage and adoption data to identify commercial opportunities and account risks. ● Experience supporting renewals, contract negotiations, pricing discussions, or complex customer escalations. ● Ability to communicate technical concepts and AI use cases in clear, business-focused language. ● Experience working across multiple internal teams to deliver customer outcomes. Key Measures of SuccessSuccess in this role may be measured through: ● Expansion revenue and achievement against sales targets. ● Qualified expansion pipeline created and progressed. ● Product adoption and usage growth across assigned accounts. ● Customer engagement and meeting coverage. ● Retention, renewal readiness, and reduction of churn risk. ● Account plan quality and portfolio coverage. ● Forecast accuracy and CRM hygiene. ● Customer issue ownership and resolution. ● Strength and depth of customer relationships