Principal Account Manager, Strategic Accounts

Job description

**About the Company:** Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, MGM, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences. Want to be part of the AI revolution and transform how the world’s largest global brands do business? Join us! **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. You'll be working with cutting-edge technology, a collaborative team, and real-world challenges that matter. ### 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.