Account Manager - NAM

About the role

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.

Responsibilities

• 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

• Assemble and manage a comprehensive account plan for every named account, covering stakeholder mapping, whitespace analysis by product line, expansion scenarios with projected ARR, risk log with mitigation actions, and a 12-month engagement calendar

• 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

• 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

• Contract Renewals

• Change Request Management

• Account Health & Competitive Intelligence

• Internal Contribution

• Travel

Requirements

• 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)

• 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

• Contribute actively and effectively as an integrated team member

• Act as an Omilia ambassador in all interactions