Account Manager

• Own C-suite relationships at strategic accounts, positioning Axuall as a strategic partner in workforce transformation
• Conduct quarterly executive business reviews demonstrating ROI, business outcomes, and strategic value alignment
• Secure executive sponsorship at enterprise accounts and lead commercial negotiations for renewals and expansions
• Serve as the primary escalation point for strategic customer issues requiring executive-level intervention
• Own expansion revenue targets through upsell and cross-sell motions within the existing customer base
• Build and manage an expansion pipeline with appropriate coverage and forecasting discipline
• Lead renewal strategy for portfolio, ensuring high gross and net revenue retention
• Personally close strategic expansion opportunities while coaching the team on their deals
• Develop ROI measurement framework in partnership with Finance to quantify customer business impact
• Produce executive-ready case studies and success stories showcasing quantified business outcomes
• Lead value realization conversations with customer executives, translating product capabilities into business results
• Build and manage a customer advocacy program, including references, speaking opportunities, and advisory boards
• Build the Account Management function from current state to a scaled coverage model with clear structure and growth plan
• Establish an account segmentation strategy with appropriate coverage ratios and service models
• Develop playbooks, processes, and operating rhythms that enable the team to execute consistently at scale
• Implement a management system tied to retention and growth metrics
• Define team compensation structure aligned to company and customer success objectives
• Drive a culture of accountability with clear goals, transparent metrics, and regular performance calibrations
• Partner with Sales, Client Services, Product, and Support to ensure a seamless customer experience
• Establish clear handoff criteria and escalation protocols between teams
• Champion strategic customer feedback to the Product organization, focusing on executive-level business requirements
• Build early warning systems for at-risk accounts and lead mitigation strategies

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