Principal Account Strategist

🕒 March 11

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🔴 Lead

💰 Account Manager

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Netomi

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 $30M Series B on 2021-11

Artificial Intelligence • Enterprise • SaaS

Netomi is a company that specializes in providing AI-powered customer experience solutions. Their platform, known as Agentic OS, is designed for enterprise-scale customer service and integrates seamlessly with existing business systems. Netomi's solutions leverage generative AI and large language models to automate over 80% of customer inquiries, enhance customer satisfaction, and reduce support costs. Netomi is trusted by global brands across various industries, offering secure, proactive, and predictive customer care through omnichannel support, including email, chat, messaging, SMS, social media, search, and voice. The company ensures compliance with stringent security standards and data protection regulations.

📋 Description

• Act as the principal on-the-ground navigator within large, complex, and often siloed enterprise customer organizations to identify, engage, and secure commitment from all critical stakeholders, executives, and departmental leaders. • Take ownership of the customer relationship and drive deep account penetration by developing, championing, and executing a multi-year, technical and business-aligned roadmap for AI deployment and expansion. • Ownership over the financial health, expansion, and long-term commercial structure of the account. • The hands-on, executive responsibility for structuring, driving, and governing the complex implementation roadmap. • Design and lead the implementation of the Netomi solution as a comprehensive program, coordinating technical, product, and business activities both internally and with the customer's teams to ensure aggressive delivery and demonstrable ROI. • Translate complex AI capabilities and performance data into clear, compelling narratives that resonate with and drive decision-making among multiple, competing executive stakeholders and departmental heads. • Proactively identify internal roadblocks and competing priorities within the customer's organization. • Identify and convert new use cases, departments, and lines of business into expansion opportunities, securing the resources and internal consensus needed to scale the Netomi platform across the entire enterprise. • Serve as the primary advocate for the customer's long-term strategic needs and priorities, ensuring internal product and engineering roadmaps align with the highest-value enterprise requirements. • Serve as the primary, executive-facing leader for the account. Design, create, and deliver compelling, high-impact strategic decks and presentations to C-level and senior executive audiences, focusing on clarity, persuasion, and a clear call to action. • Craft the end-to-end AI program roadmap and execution strategy for the enterprise account, including defining project milestones, technical deliverables, and success criteria, acting as the ultimate authority to overcome implementation barriers. • Take full accountability for the account's commercial health, proactively navigating and figuring out expansion opportunities (upselling/cross-selling), structuring agreements, and leading the entire renewal process to ensure high retention and growth. • Utilize superior negotiation, persistence, and problem-solving skills to overcome political, commercial, or resource-based obstacles, clearing the path for the delivery team. • Translate complex AI capabilities and performance data into clear, concise, and business-value-focused insights for executive stakeholders.

🎯 Requirements

• 7+ years of demonstrated experience in a highly strategic, client-facing, Individual Contributor role (e.g., Principal/Senior Solutions Consultant, Strategic Account Director, Enterprise Program Manager, Strategic Advisor, Strategic Account Manager) in enterprise B2B SaaS or consulting. • Proven track record of managing and influencing enterprise-scale programs without having direct management authority over the day-to-day delivery personnel (e.g., managing implementation via dedicated CSMs/Technical Leads). • Expert-level ability to conceptualize, structure, and deliver executive-grade presentations (decks) that lead with the recommendation, are data-driven, and clearly articulate business impact and risk mitigation. • Proven success in driving commercial outcomes including leading large enterprise contract renewals, upsells, and defining long-term client financial roadmaps. • Proven track record of navigating Fortune 500-level organizations (e.g., Financial Services, Airlines, etc.) to achieve results, specifically managing highly fragmented, siloed environments with multiple executive sponsors and competing priorities. • Exceptional executive communication and influencing skills without direct authority; the ability to not take no for an answer and to maintain composure and confidence when presenting to senior leaders. • Deep understanding of CX (Customer Experience) and/or Contact Center operations and the business value AI/Generative AI solutions deliver in this space. • Strong technical acumen—comfortable discussing complex API integrations, data flows, and conversational AI model training with customer technical teams. • Ability to travel frequently (up to 40-50%) to client sites to conduct strategic workshops and drive program execution. • Bachelor's degree in Business, Computer Science, or a related field; MBA or advanced degree is a plus.

🏖️ Benefits

• Health insurance •401(k) matching • Flexible work hours • Paid time off • Professional development opportunities