Principal Account Manager – Strategic Accounts

This is a fully remote position, open to applicants in New York.

📋 Description

• Drive retention, renewals, and growth for leading enterprise accounts, including ownership of quotas.

• Overcome organizational barriers, gain executive approval, and resolve stalled initiatives.

• Define and manage long-term technical and business roadmaps that yield measurable ROI.

• Act as the main point of contact for C-suite stakeholders, translating complex AI capabilities into narratives that demonstrate business value.

• Navigate intricate customer organizations to engage key stakeholders and departmental leaders.

• Develop, advocate for, and implement multi-year AI deployment and expansion strategies.

• Manage account financial health, expansion efforts, and long-term commercial frameworks.

• Structure, lead, and oversee complex implementation initiatives.

• Coordinate technical, product, and business activities both internally and with customer teams.

• Create and present strategic materials, including quarterly business reviews (QBRs), roadmaps, and solution proposals.

• Identify and resolve obstacles, competing priorities, and risks associated with implementation.

• Discover and convert new use cases, departments, and business lines into opportunities for expansion.

• Advocate for customer strategic needs, aligning internal product and engineering roadmaps accordingly.

• Serve as the escalation point for political, commercial, resource, and program challenges.

• Lead the comprehensive execution of AI programs, including milestones, deliverables, and success criteria.

⛳️ Requirements

• 7+ years of proven experience in a strategic, client-facing, individual contributor role in enterprise B2B SaaS or consulting.

• A strong record of managing and influencing enterprise-scale programs without direct oversight of daily delivery personnel.

• Expert-level capability to conceptualize, structure, and deliver executive-grade, data-driven presentations that articulate business impact and risk management.

• Proven success in driving commercial outcomes, including enterprise contract renewals, upselling, and developing long-term financial roadmaps for clients.

• Experience navigating organizations at the Fortune 500 level, particularly in fragmented, siloed environments with multiple executive sponsors and competing priorities.

• Exceptional communication and influencing skills at the executive level, even without direct authority.

• Deep understanding of customer experience (CX) and/or contact center operations, as well as the business value of AI and Generative AI.

• Strong technical knowledge of API integrations, data flows, and conversational AI model training.

• Willingness to travel frequently, up to 40–50%, to client sites.

• Bachelor’s degree in Business, Computer Science, or a related field; an MBA or advanced degree is advantageous.

• For applicants based in the United States, work authorization will be verified through E-Verify.

🏝️ Benefits

• Full-time remote work opportunity.

• Equal opportunity employer dedicated to promoting diversity in the workplace.