Account Manager - NAM

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. The individual combines executive relationship depth with genuine technical fluency across Omilia's platform, operating across regulated NA verticals including banking, insurance, healthcare, and utilities. Success is measured by NRR, expansion ARR, customer health scores, and forecast accuracy.

Accountabilities

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.

Act as the commercial owner of all customer-initiated change requests — defining scope, aligning on pricing and timelines with internal delivery teams, and managing contractual impact end-to-end.

Maintain forecasting integrity for the NA book of business — providing the VP of Premier Sales with reliable, data-grounded revenue projections on a weekly cadence with full pipeline transparency in Salesforce.

Represent the NA market's commercial reality and customer perspective internally — translating account-level feedback, competitive pressure, and product gaps into actionable input for Product Management, Marketing, and Sales leadership.

Protect and expand Omilia's competitive position within each account by actively mapping stakeholder influence, identifying displacement risk early, and building multi-threaded executive relationships that insulate accounts from competitive incursion.

Key Responsibilities

Customer Relationship Management (6 Months Post Go-Live)

Assume dedicated account ownership for assigned customers approximately six months after their initial go-live date, establishing a structured engagement model, executive cadence, and success framework from the point of handover.

Articulate "Why Omilia" with authority — communicating key platform differentiators, product use cases, and competitive positioning from the customer's perspective, adapting the narrative to the audience whether economic buyer, IT decision-maker, or operational leader.

Proactively engage with customers on a continuous basis to understand their evolving needs, strategic objectives, and contact centre transformation priorities — anticipating challenges before they become escalations and ensuring customers are consistently realising platform value.

Prepare and lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) with key customer stakeholders — presenting performance metrics, demonstrating achieved value, reviewing strategic alignment, and identifying future expansion opportunities.

Master the Omilia demo suite across the full product portfolio (OCP, miniApps, Pathfinder, CoPilot, TalkGuard, OptimizeIQ) and deliver compelling, tailored product demonstrations that map customer business requirements to specific platform capabilities and measurable outcomes.

Act as a trusted technical advisor to customers — proactively identifying and addressing technical needs and objections, conducting technical benefits assessments, and helping customers envision the full potential of an advanced Omilia-powered contact centre deployment.

Lead the preparation and delivery of business discussions, technical presentations, and solution demonstrations — carefully mapping customer requirements to value-driven technical solutions and building the business case necessary to overcome objections and advance commercial decisions.

Actively learn and maintain an advanced working knowle…