Enterprise Account Manager - D2C Brands

Job description

Role Overview As a Key Account Manager / Enterprise Account Manager, you will own strategic relationships with leading D2C, digital-first, and retail brands. You will help them drive customer acquisition, engagement, retention, and support through the Paytm Pi Marketing platform—our AI-powered customer engagement platform. In this role, you will be responsible for driving new business, growing existing accounts, and positioning our comprehensive suite of solutions across Enterprise CPaaS, AI Agents, and Omnichannel Customer Engagement. Key Responsibilities 1. Business Development & Revenue Portfolio Ownership: Own the acquisition and growth of a strategic portfolio of D2C, e-commerce, and retail brands. Target Achievement: Consistently deliver on annual revenue, gross margin, and account growth targets. Expansion: Proactively identify and execute cross-sell and upsell opportunities across the full product suite. Stakeholder Engagement: Build, nurture, and manage strong executive relationships with CXOs and decision-makers across Marketing, CRM, Digital, Customer Experience (CX), Support, Product, and E-commerce teams. 2. Sales & Account Growth End-to-End Sales Lifecycle: Lead the complete sales lifecycle—from initial solution mapping and commercial negotiation to final closure and account expansion. Strategic Planning: Develop and execute comprehensive account plans for key enterprise clients. Adoption & Performance: Drive long-term product adoption, platform usage, and account retention. Metrics & KPIs: Continuously track key business metrics, including revenue growth, adoption rates, and customer success KPIs. 3. Solutioning Understand complex customer challenges and architect tailored solutions across: Enterprise CPaaS: WhatsApp, SMS, Voice, Email, and RCS AI Agents Omnichannel Customer Engagement Conversational Commerce 4. Cross-Functional Collaboration Product & Engineering: Share critical customer feedback, adoption barriers, feature requests, and market intelligence to directly influence the product roadmap. Onboarding & Customer Success: Partner closely with internal delivery teams to ensure flawless implementation, seamless onboarding, and high platform adoption. Marketing: Collaborate to develop compelling success stories, case studies, reference accounts, and strategic go-to-market initiatives. Finance & Business Operations: Coordinate on commercial structuring, pricing models, renewals, invoicing, and long-term account expansion plans. Ideal Candidate Profile Experience 4–8 years of experience in Enterprise SaaS, CPaaS, MarTech, CRM, or Customer Engagement platforms. Demonstrated track record of selling into D2C, retail, e-commerce, or consumer brands. Proven success in managing enterprise-level accounts and consistently meeting or exceeding revenue targets. Key Skills & Competencies Category Core Competencies Sales Strategy Enterprise Sales, Account Planning, Upselling/Cross-selling Domain Expertise MarTech/CPaaS, Customer Journey Mapping, Conversational Commerce Soft Skills Executive Stakeholder Management, High-Impact Presentation & Communication Commercial Negotiation, Deal Structuring, Commercial Acumen Role OverviewAs a Key Account Manager / Enterprise Account Manager, you will own strategic relationships with leading D2C, digital-first, and retail brands. You will help them drive customer acquisition, engagement, retention, and support through the Paytm Pi Marketing platform—our AI-powered customer engagement platform.In this role, you will be responsible for driving new business, growing existing accounts, and positioning our comprehensive suite of solutions across Enterprise CPaaS, AI Agents, and Omnichannel Customer Engagement.Key Responsibilities1. Business Development & RevenuePortfolio Ownership: Own the acquisition and growth of a strategic portfolio of D2C, e-commerce, and retail brands.Target Achievement: Consistently deliver on annual revenue, gross margin, and account growth targets.Expansion: Proactively identify and execute cross-sell and upsell opportunities across the full product suite.Stakeholder Engagement: Build, nurture, and manage strong executive relationships with CXOs and decision-makers across Marketing, CRM, Digital, Customer Experience (CX), Support, Product, and E-commerce teams.2. Sales & Account GrowthEnd-to-End Sales Lifecycle: Lead the complete sales lifecycle—from initial solution mapping and commercial negotiation to final closure and account expansion.Strategic Planning: Develop and execute comprehensive account plans for key enterprise clients.Adoption & Performance: Drive long-term product adoption, platform usage, and account retention.Metrics & KPIs: Continuously track key business metrics, including revenue growth, adoption rates, and customer success KPIs.3. SolutioningUnderstand complex customer challenges and architect tailored solutions across:Enterprise CPaaS: WhatsApp, SMS, Voice, Email, and RCSAI AgentsOmnichannel Customer EngagementConversational Commerce4. Cross-Functional CollaborationProduct & Engineering: Share critical customer feedback, adoption barriers, feature requests, and market intelligence to directly influence the product roadmap.Onboarding & Customer Success: Partner closely with internal delivery teams to ensure flawless implementation, seamless onboarding, and high platform adoption.Marketing: Collaborate to develop compelling success stories, case studies, reference accounts, and strategic go-to-market initiatives.Finance & Business Operations: Coordinate on commercial structuring, pricing models, renewals, invoicing, and long-term account expansion plans.Ideal Candidate ProfileExperience4–8 years of experience in Enterprise SaaS, CPaaS, MarTech, CRM, or Customer Engagement platforms.Demonstrated track record of selling into D2C, retail, e-commerce, or consumer brands.Proven success in managing enterprise-level accounts and consistently meeting or exceeding revenue targets.Key Skills & CompetenciesCategoryCore CompetenciesSales StrategyEnterprise Sales, Account Planning, Upselling/Cross-sellingDomain ExpertiseMarTech/CPaaS, Customer Journey Mapping, Conversational CommerceSoft SkillsExecutive Stakeholder Management, High-Impact Presentation & CommunicationCommercialNegotiation, Deal Structuring, Commercial Acumen