Principal Account Manager

About the Role:

The Principal Account Manager, Strategic Accounts is a highly influential, individual contributor role responsible for driving the long-term success and expansion within Netomi’s most complex Strategic and Enterprise (Fortune 100) accounts. This role demands a relentless mentality—someone who can get on the ground, navigate large, siloed organizations, secure buy-in across multiple executives and departments, and execute a program to deliver transformative business value. This is an opportunity to help shape the future of Enterprise GenAI.

Responsibilities:

• Commercial Ownership: Full commercial accountability for retention, renewals, and expansion for top-tier enterprise accounts, including holding a quota, responsible for securing renewals and driving aggressive, platform-wide expansion.
• Enterprise Navigation: Acts as a strategic 'force multiplier' to break through organizational silos, secure executive buy-in, and unblock stalled programs.
• AI Roadmap Architect: Defines and governs the long-term technical and business roadmap, ensuring Netomi solutions deliver measurable, board-level ROI.
• Executive Liaison: Serves as the primary point of contact for C-suite stakeholders, translating complex AI technical capabilities into compelling business-value narratives.
• Organizational Navigation & Advocacy: Act as the principal on-the-ground navigator within large, complex, and often siloed enterprise customer organizations to identify, engage, and secure commitment from all critical stakeholders, executives, and departmental leaders.
• Strategic Roadmap Development: Take ownership of the customer relationship and drive deep account penetration by developing, championing, and executing a multi-year, technical and business-aligned roadmap for AI deployment and expansion.
• Commercial Acumen / Renewals: Ownership over the financial health, expansion, and long-term commercial structure of the account.
• Program Leadership / Program Building: The hands-on, executive responsibility for structuring, driving, and governing the complex implementation roadmap.
• Program Ownership & Execution: Design and lead the implementation of the Netomi solution as a comprehensive program, coordinating technical, product, and business activities both internally and with the customer’s teams to ensure aggressive delivery and demonstrable ROI.
• Executive Alignment: Translate complex AI capabilities and performance data into clear, compelling narratives that resonate with and drive decision-making among multiple, competing executive stakeholders and departmental heads.
• Risk & Issue Resolution: Proactively identify internal roadblocks and competing priorities within the customer’s organization. Utilize superior negotiation, persistence (the “pit bull” drive), and problem-solving skills to overcome obstacles and ensure program momentum.
• Expansion & Growth: Identify and convert new use cases, departments, and lines of business into expansion opportunities, securing the resources and internal consensus needed to scale the Netomi platform across the entire enterprise.
• Voice of the Customer: Serve as the primary advocate for the customer’s long-term strategic needs and priorities, ensuring internal product and engineering roadmaps align with the highest-value enterprise requirements.
• Executive Advocacy & Communication: Serve as the primary, executive-facing leader for the account. Design, create, and deliver compelling, high-impact strategic decks and presentations (e.g., Quarterly Business Reviews, roadmaps, and solution proposals) to C-level and senior executive audiences, focusing on clarity, persuasion, and a clear call to action.
• Organizational Navigation & Influence: Act as the principal on-the-ground navigator within large, complex, and often siloed enterprise customer organizations to identify, engage, and secure commitment from all critical stakeholders, executives, and departmental leaders.
• Strategic Program Leadership: Own and craft the end-to-end AI program roadmap and execution strategy for the enterprise account, including defining project milestones, technical deliverables, and success criteria, acting as the ultimate authority to overcome implementation barriers.
• Commercial Strategy & Renewals: Take full accountability for the account’s commercial health, proactively navigating and figuring out expansion opportunities (upselling/cross-selling), structuring agreements, and leading the entire renewal process to ensure high retention and growth.
• Internal and External Executive: Serve as the escalation point for program roadblocks. Utilize superior negotiation, persistence, and problem-solving skills to overcome political, commercial, or resource-based obstacles, clearing the path for the delivery team.
• Translating Strategy into Action: Translate complex AI capabilities and performance data into clear, concise, and business-value-focused insights for executive stakeholders.
• Risk & Issue Resolution: Proactively identify internal roadblocks and competing priorities within the customer’s organization. Utilize superior negotiation, persistence, and problem-solving skills to overcome obstacles and ensure program momentum.

Requirements:

• 7+ years of demonstrated experience in a highly strategic, client-facing, Individual Contributor role (e.g., Principal/Senior Solutions Consultant, Strategic Account Director, Enterprise Program Manager, Strategic Advisor, Strategic Account Manager) in enterprise B2B SaaS or consulting.
• Proven track record of managing and influencing enterprise-scale programs without having direct management authority over the day-to-day delivery personnel (e.g., managing implementation via dedicated CSMs/Technical Leads).
• Expert-level ability to conceptualize, structure, and deliver executive-grade presentations (decks) that lead with the recommendation, are data-driven, and clearly articulate business impact and risk mitigation.
• Proven success in driving commercial outcomes including leading large enterprise contract renewals, upsells, and defining long-term client financial roadmaps.
• Proven track record of navigating Fortune 500-level organizations (e.g., Financial Services, Airlines, etc.) to achieve results, specifically managing highly fragmented, siloed environments with multiple executive sponsors and competing priorities.
• Exceptional executive communication and influencing skills without direct authority; the ability to not take no for an answer and to maintain composure and confidence when presenting to senior leaders.
• Deep understanding of CX (Customer Experience) and/or Contact Center operations and the business value AI/Generative AI solutions deliver in this space.
• Strong technical acumen—comfortable discussing complex API integrations, data flows, and conversational AI model training with customer technical teams.
• Ability to travel frequently (up to 40-50%) to client sites to conduct strategic workshops and drive program execution.
• Bachelor’s degree in Business, Computer Science, or a related field; MBA or advanced degree is a plus.