VP, Account Management

Primary Responsibilities

• Lead, mentor, and develop a team of Account Managers, fostering a high-performance, customer-centric culture.
• Establish account management strategies, processes, and best practices to drive customer retention, satisfaction, and revenue growth.
• Partner with executive leadership to develop customer success and account growth strategies.
• Build strong cross-functional interlocks across Sales, Delivery, Product, and Finance to ensure aligned execution and shared accountability for customer outcomes.
• Provide executive-level reporting and portfolio insights to senior leadership.
• Serve as the executive escalation point and trusted advisor for key accounts.
• Represent Odessa at key industry conferences and events to strengthen customer relationships and market presence.

Strategic Account Management

• Hold full accountability for revenue, customer retention, net revenue retention, and strategic growth across an assigned portfolio of strategic accounts.
• Build strong relationships with executive sponsors and stakeholders across customer organizations.
• Identify and pursue expansion opportunities within existing accounts through consultative selling and value-based discussions.
• Develop strategic account plans that align customer business objectives and financial goals with Odessa solutions, with clear retention and growth targets for each account.
• Organize and lead Executive Business Reviews and other strategic engagements with senior customer stakeholders.

Customer Success & Business Growth

• Manage complex enterprise accounts with multiple delivery workstreams and ongoing support activities.
• Negotiate and oversee contracts for enhancements, products, and professional services.
• Advocate for customers internally while balancing business priorities and company objectives.
• Anticipate customer needs and orchestrate internal interlocks across Delivery, Product, and Finance to resolve challenges and act on growth opportunities.
• Utilize technical, domain, and platform expertise to align customer expectations and distinguish between product enhancements and support issues.
• Collaborate closely with Delivery Managers to ensure successful outcomes and customer satisfaction.
• Partner with geographically dispersed services and development teams to maintain visibility into project timelines and delivery status.
• Partner with Finance on billing structures, invoicing, pricing, and commercial negotiations, applying financial acumen to safeguard account profitability.
• Maintain accurate customer activity, opportunities, forecasts, and account strategies within Salesforce and other CRM tools.