Account Manager - North America

Role Overview

The Account Manager for North America is responsible for overseeing the commercial performance and strategic expansion of Omilia's enterprise client base across the region. Beginning roughly six months following client onboarding, this position focuses on driving net revenue retention (NRR), revenue growth, and maximizing long-term value within assigned accounts. Acting as a trusted advisor and the key liaison, the role requires a balanced blend of executive-level relationship management and deep technical understanding of Omilia's platform. The role operates within regulated sectors including banking, insurance, healthcare, and utilities.

Key Duties

• Take full commercial responsibility for assigned U.S. enterprise accounts from approximately six months post-launch, managing NRR, expansion ARR, renewals, and change request negotiations.
• Serve as the primary contact and strategic partner, ensuring customers derive maximum value and meet business objectives through Omilia solutions.
• Create and refine account growth plans aligning Omilia’s roadmap and platform capabilities to evolving customer needs in contact center and CX transformation.
• Ensure full platform adoption, operational integration, and measurable ROI in collaboration with Customer Success and technical teams.
• Handle contract renewal processes proactively, conveying value, managing negotiations, and achieving high retention rates.
• Identify and pursue cross-sell and upsell prospects, including new automation use cases, miniApps deployments, platform upgrades, and emerging product offerings.
• Manage all commercial aspects of change requests initiated by customers, coordinating scope, pricing, timeline, and contractual updates with internal teams.
• Maintain accurate revenue forecasts and pipeline transparency in Salesforce, reporting regularly to senior sales leadership.
• Relay market insights, customer feedback, and competitive intelligence internally to product, marketing, and sales leadership for strategic growth.
• Develop strong multi-level executive relationships within accounts to protect and grow Omilia’s position, mitigating risks from competitors.

Customer Engagement and Strategy

• Assume responsibility for accounts approximately six months after go-live, establishing engagement models, executive review cadences, and success metrics.
• Effectively articulate Omilia’s competitive advantages tailored to economic, IT, and operational decision-makers.
• Maintain ongoing customer dialogue to preempt issues, align on priorities, and ensure continued realization of platform value.
• Conduct Quarterly and Executive Business Reviews presenting performance data, strategic updates, and expansion opportunities.
• Master and deliver tailored demonstrations of Omilia’s product suite (OCP, miniApps, Pathfinder, CoPilot, TalkGuard, OptimizeIQ) linked to customer-specific needs.
• Provide technical guidance to customers, addressing challenges and enabling them to envision the benefits of advanced Omilia deployments.
• Produce detailed business and technical presentations to support commercial progression and objection handling.
• Maintain deep product knowledge to engage credibly with IT teams and assess new sales opportunities' technical viability.
• Develop and update comprehensive account plans including stakeholder maps, whitespace opportunities, expansion forecasts, risk assessments, and engagement schedules.

Revenue Growth and Contract Management

• Identify, qualify, and close new business within existing accounts through upselling and cross-selling Omilia solutions.
• Lead contract renewal efforts well before expiry, showcasing realized value to secure agreement continuity.
• Manage commercial elements of customer change requests from scope definition to closure.

Account Monitoring and Competitive Analysis

• Continuously evaluate account health via platform usage, support interactions, customer satisfaction scores, and engagement metrics, with proactive interventions as needed.
• Document competitive landscape, monitoring incumbent vendors, contract renewal timings, displacement threats, and feed insights into overall go-to-market strategies.

Internal Collaboration and Travel

• Contribute customer insights to product management to help shape platform development priorities.
• Share technical knowledge and competitive intelligence with sales teams and new candidates.
• Maintain Salesforce CRM as the definitive record for account activities and forecasts.
• Travel up to 20% domestically and internationally to support key account engagements and internal collaboration.

Qualifications

• At least 3 years in enterprise software account management or related technical sales roles, with 3+ years in SaaS, CCaaS, conversational AI, or comparable industries.
• Proven success in meeting or exceeding net revenue retention and expansion revenue goals within complex enterprise environments.
• Technical competence to perform product demonstrations, evaluate requests for proposals, and engage in technical discussions with client IT teams.
• Strong experience with multi-level stakeholder engagement, navigating complex U.S. procurement and legal processes, and value-based selling.
• In-depth understanding of North American regulated verticals such as banking, healthcare, insurance, and utilities including compliance and procurement cultures.
• Capability to independently negotiate multi-year SaaS contracts and manage pricing, risk, and change requests effectively.
• Excellent communication and presentation skills appropriate for senior executives.
• Experienced with Salesforce CRM for pipeline and forecasting management.
• Bachelor's degree in Business, Engineering, Computer Science, Economics, or similar fields.
• Willingness to travel up to 20% within North America and internationally.

Preferred Experience

• Background with contact center technologies such as IVR, voice AI, virtual agent, or CCaaS platforms (e.g., Nuance/Microsoft, Google CCAI, Amazon Connect, Avaya, Genesys, Five9, NICE inContact).
• Familiarity with Omilia’s product family or readiness to learn quickly.
• Knowledge of conversational AI concepts sufficient to hold technical conversations independently.
• Experience in financial services, healthcare, or utilities with complex compliance and procurement requirements.
• Awareness of U.S. data privacy and AI governance regulations (CCPA, HIPAA, state biometric laws, federal AI regulations).
• Exposure to high-growth SaaS company environments and process-building.
• Involvement with analyst relations, reference programs, or competitive intelligence preferred.

Company Expectations

• Active contribution as an integrated team player.
• Uphold company representation in all interactions.