Account Manager - NAM

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 — with full ownership of NRR, expansion ARR, contract renewals, and change request commercials.
• Serve as the primary point of contact and trusted advisor for assigned accounts, ensuring customers continuously maximise the value of Omilia's platform and achieve their stated business outcomes.
• Define, execute, and continuously refine account-level growth strategies that align Omilia's product roadmap and platform capabilities to each customer's evolving contact centre and CX transformation objectives.
• Ensure the contracted scope of Omilia's platform is fully adopted, operationally embedded, and delivering measurable ROI within each account — coordinating proactively with Customer Success, Solutions Engineering, and Professional Services to close adoption gaps.
• Own the full renewal cycle for assigned accounts — engaging customers well in advance of renewal dates, demonstrating value realisation, negotiating commercial terms, and consistently delivering high retention rates across the portfolio.
• Drive a structured cross-sell and upsell motion across the portfolio — identifying unaddressed automation use cases, additional miniApps deployments, platform tier upgrades, and new product opportunities, and progressing these through to signature.
• Act as the commercial owner of all customer-initiated change requests — defining scope, aligning on pricing and timelines with internal delivery teams, and managing contractual impact end-to-end.
• Maintain forecasting integrity for the NA book of business — providing the VP of Premier Sales with reliable, data-grounded revenue projections on a weekly cadence with full pipeline transparency in Salesforce.
• Represent the NA market's commercial reality and customer perspective internally — translating account-level feedback, competitive pressure, and product gaps into actionable input for Product Management, Marketing, and Sales leadership.
• Protect and expand Omilia's competitive position within each account by actively mapping stakeholder influence, identifying displacement risk early, and building multi-threaded executive relationships that insulate accounts from competitive incursion.

Key Responsibilities Customer Relationship Management (6 Months Post Go-Live)

• Assume dedicated account ownership for assigned customers approximately six months after their initial go-live date, establishing a structured engagement model, executive cadence, and success framework from the point of handover.
• Articulate "Why Omilia" with authority — communicating key platform differentiators, product use cases, and competitive positioning from the customer's perspective, adapting the narrative to the audience whether economic buyer, IT decision-maker, or operational leader.
• Proactively engage with customers on a continuous basis to understand their evolving needs, strategic objectives, and contact centre transformation priorities — anticipating challenges before they become escalations and ensuring customers are consistently realising platform value.
• Prepare and lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) with key customer stakeholders — presenting performance metrics, demonstrating achieved value, reviewing strategic alignment, and identifying future expansion opportunities.
• Master the Omilia demo suite across the full product portfolio (OCP, miniApps, Pathfinder, CoPilot, TalkGuard, OptimizeIQ) and deliver compelling, tailored product demonstrations that map customer business requirements to specific platform capabilities and measurable outcomes.
• Act as a trusted technical advisor to customers — proactively identifying and addressing technical needs and objections, conducting technical benefits assessments, and helping customers envision the full potential of an advanced Omilia-powered contact centre deployment.
• Lead the preparation and delivery of business discussions, technical presentations, and solution demonstrations — carefully mapping customer requirements to value-driven technical solutions and building the business case necessary to overcome objections and advance commercial decisions.
• Actively learn and maintain an advanced working knowledge of the Omilia software portfolio — sufficient to creatively apply technology to customer business problems, hold credible architecture conversations with IT teams, and critically evaluate the technical sustainability of new sales opportunities or RFPs.
• Develop and maintain a comprehensive, living account plan for every named account, covering: stakeholder mapping (economic buyers, champions, blockers), whitespace analysis by product line, expansion scenarios with projected ARR, risk log with mitigation actions, and a 12-month engagement calendar.

Cross-sell & Upsell

• Identify, qualify, and close expansion opportunities within the existing account base — targeting unaddressed automation use cases, additional miniApps deployments, platform tier upgrades, and new product introductions — managing the full cycle from discovery and scoping through proposal and signature.

Contract Renewals

• Manage the entire renewal process end-to-end for assigned accounts — engaging customers well in advance of renewal dates, tying commercial conversations to demonstrated value, negotiating terms in alignment with Omilia's pricing and deal desk policies, and ensuring high retention rates.

Change Request Management

• Serve as the commercial liaison for customer-initiated change requests — defining scope, gathering requirements, facilitating communication between the customer and internal delivery teams, and owning the commercial aspects of each change including pricing, timeline, and contractual impact.

Account Health & Competitive Intelligence

• Monitor account health on a continuous basis — tracking platform usage data, support ticket volume and severity, NPS/CSAT signals, and stakeholder engagement frequency — and intervene proactively on accounts showing deterioration indicators in partnership with the Customer Success team.
• Track and document competitive activity within the portfolio, including incumbent vendor relationships (Nuance/Microsoft, Google CCAI, Amazon Connect, Avaya, Genesys, Five9, NICE inContact), renewal timing of competing contracts, and displacement risks — feeding intelligence into the broader GTM strategy.

Internal Contribution

• Gather field data and structured product feedback from every customer engagement and work directly with Product Management to channel insights into the long-term technical direction and development priorities of the Omilia platform.
• Provide continuous knowledge transfer to the broader Sales team and newly hired Solutions Engineers — sharing technical insights, competitive positioning intelligence, and best practices for applying Omilia's portfolio to common customer challenges across US verticals.
• Maintain Salesforce as the system of record for all account activity — keeping opportunity stages, close dates, ARR values, forecast categories, change request status, and next steps accurate and current at all times.

Travel

• Travel within the United States & Canada (and occasionally to Omilia offices or customer sites internationally) up to 20% of the time to support QBRs, renewal negotiations, product demonstrations, and strategic account engagements.

Requirements Required:

• Minimum 3 years of enterprise software account management, sales engineering, or technical sales experience — with at least 3 years in SaaS, CCaaS, conversational AI, or adjacent enterprise technology platforms.
• Demonstrated, verifiable track record of achieving or exceeding NRR and expansion ARR targets within a complex, multi-stakeholder enterprise account base — references from prior employers or customers will be requested.
• Technical fluency sufficient to deliver product demonstrations, evaluate RFP feasibility, engage in architecture-level conversations with customer IT teams, and conduct technical benefits assessments — this is a hybrid commercial and technical role.
• Deep familiarity with the enterprise sales motion: multi-threaded stakeholder engagement, complex US procurement and legal cycles, value-based selling, and executive-level relationship management.
• Strong understanding of the NA enterprise landscape across regulated verticals — banking (OCC, FFIEC), healthcare (HIPAA), insurance (state-level regulation), and utilities — including the procurement culture and risk posture of large US financial institutions and healthcare systems.
• Commercial acumen to structure, negotiate, and close multi-year enterprise SaaS agreements independently — including familiarity with SaaS pricing models (per-seat, usage-based, outcome-based), contractual risk allocation, and change request commercials.
• Ability to translate technical platform capabilities into business-outcome narratives relevant to VP or C-suite audiences — fluency in both commercial and technology discourse is essential.
• Strong executive presence and communication skills — written, verbal, and presentation — with the confidence to lead QBRs and EBRs at CHRO, CFO, or COO level.
• Proficiency with Salesforce CRM: pipeline management, opportunity stage discipline, forecasting, and activity tracking.
• Willingness and ability to travel up to 20% of the time within the US and internationally.
• Bachelor's degree in Business Administration, Engineering, Computer Science, Economics, or a related field.

Nice to have:

• Direct experience with contact centre technology vendors — IVR platforms, voice AI, virtual agent, or CCaaS solutions (e.g., Nuance/Microsoft, Google CCAI, Amazon Connect, Avaya, Genesys, Five9, NICE inContact).
• Working knowledge of Omilia's platform: OCP, miniApps, Pathfinder, CoPilot, TalkGuard, or OptimizeIQ — or the ability to rapidly acquire this through the onboarding programme.
• Familiarity with conversational AI concepts including NLU, dialogue management, ASR/TTS, and omnichannel automation — sufficient to hold a credible technical discussion with a customer's IT or architecture team without SE support.
• Experience managing enterprise accounts within US financial services, healthcare systems, or large utility companies where compliance, security review cycles, and multi-stakeholder procurement are the norm.
• Knowledge of US data privacy and AI governance frameworks relevant to enterprise voice AI deployments — including CCPA, HIPAA, state-level biometric data laws (e.g., Illinois BIPA), and emerging federal AI regulation.
• Experience in a high-growth scale-up or Series B–D SaaS company where commercial processes, playbooks, and tooling are still maturing — comfort with ambiguity and a process-building mindset.
• Prior exposure to Gartner or Forrester analyst relations, reference programme management, or competitive intelligence gathering.

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