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Role Overview

This position is responsible for the commercial performance and expansion of Omilia’s enterprise customer base across North America. The role steps into accounts roughly six months after go-live and serves as the main relationship owner, strategic advisor, and revenue driver for the region. It blends account leadership with strong technical understanding of the platform and works across regulated industries such as banking, insurance, healthcare, and utilities. Core success measures include net revenue retention, expansion ARR, customer health, and forecast accuracy.

What You Will Own

Take full commercial ownership of an assigned group of US enterprise accounts after about six months from go-live, including renewal revenue, expansion revenue, and commercial changes.
Act as the primary customer contact and a trusted advisor, helping clients get the most value from the platform and achieve their business goals.
Create and continuously refine growth plans for each account so Omilia’s capabilities support the customer’s contact centre and customer experience transformation agenda.
Work with Customer Success, Solutions Engineering, and Professional Services to make sure the contracted solution is adopted, embedded into operations, and delivering ROI.
Lead renewal activity well ahead of expiry, demonstrate value achieved, negotiate terms, and maintain strong retention across the portfolio.
Identify and close cross-sell and upsell opportunities, including new automation use cases, additional miniApps, higher platform tiers, and new products.
Own customer-driven change requests from a commercial perspective, including scope, pricing, timelines, and contract impact.
Maintain weekly revenue forecasts for the North American book of business and keep Salesforce fully current and transparent.
Bring account-level customer feedback, competitive insight, and product gaps back to Product, Marketing, and Sales leadership.
Reduce competitive risk by mapping stakeholders, spotting displacement threats early, and building strong executive relationships across accounts.

Customer Management and Solution Selling

Take over account ownership after handoff and establish a clear cadence for engagement, executive reviews, and success tracking.
Communicate Omilia’s value proposition clearly for different audiences, including economic buyers, IT leaders, and operational stakeholders.
Keep close contact with customers to understand shifting goals, transformation priorities, and emerging risks before they escalate.
Prepare and deliver Quarterly Business Reviews and Executive Business Reviews that cover outcomes, value delivered, strategic alignment, and future opportunities.
Learn the full demo suite across OCP, miniApps, Pathfinder, CoPilot, TalkGuard, and OptimizeIQ, and tailor demonstrations to customer needs.
Act as a credible technical adviser by addressing objections, evaluating technical requirements, and helping customers understand deployment possibilities.
Lead business conversations, technical presentations, and solution walkthroughs that connect customer needs to value-based technical recommendations.
Build and maintain a strong working knowledge of the product portfolio so you can discuss architecture, assess opportunity fit, and evaluate RFP viability.
Maintain detailed account plans that include stakeholder maps, whitespace analysis, expansion scenarios, risk tracking, and a 12-month engagement calendar.

Renewals, Expansion, and Change Control

Drive the full renewal process from early engagement through negotiation and signature, in line with Omilia pricing and deal desk guidance.
Identify, qualify, scope, and close expansion opportunities from discovery through proposal and contract execution.
Handle the commercial side of customer change requests by coordinating scope definition, requirements gathering, internal collaboration, pricing, timing, and contractual updates.

Account Health, Forecasting, and Internal Collaboration

Monitor usage, support activity, NPS/CSAT trends, and stakeholder engagement to spot declining account health early and respond with Customer Success.
Track competitive activity across the portfolio, including incumbent vendors, renewal timing, and displacement risk, and share that intelligence internally.
Collect field insights and product feedback from customer conversations and work with Product Management to influence roadmap direction.
Share technical and competitive knowledge with the wider Sales team and newly hired Solutions Engineers.
Keep Salesforce accurate for opportunity stages, close dates, ARR, forecast category, change request progress, and next steps.
Travel within the United States and Canada, and occasionally internationally, up to 20% of the time for customer meetings, renewals, demos, and reviews.

Required Experience and Skills

At least 3 years of enterprise software account management, sales engineering, or technical sales experience, including 3 years in SaaS, CCaaS, conversational AI, or a related enterprise technology space.
A proven record of delivering or exceeding net revenue retention and expansion ARR targets in complex enterprise accounts.
The technical depth to run product demonstrations, assess RFP fit, speak with customer architects and IT teams, and evaluate technical value.
Experience with enterprise selling, including multi-stakeholder engagement, long procurement cycles, value-based selling, and executive relationship building.
Strong familiarity with regulated North American sectors such as banking, healthcare, insurance, and utilities.
The ability to structure, negotiate, and close multi-year enterprise SaaS agreements, including pricing models and contractual risk considerations.
Comfort translating platform capabilities into business outcomes for senior leaders such as CFOs, COOs, and CHROs.
Excellent written, verbal, and presentation skills with the confidence to lead executive-level reviews.
Hands-on experience with Salesforce for pipeline tracking, forecasting, stage discipline, and activity logging.
Willingness to travel up to 20% within the US and internationally.
A bachelor’s degree in Business Administration, Engineering, Computer Science, Economics, or a similar field.

Preferred Background

Experience with contact centre platforms, IVR, voice AI, virtual agents, or CCaaS providers such as Nuance/Microsoft, Google CCAI, Amazon Connect, Avaya, Genesys, Five9, or NICE inContact.
Exposure to Omilia products such as OCP, miniApps, Pathfinder, CoPilot, TalkGuard, or OptimizeIQ.
Working knowledge of conversational AI concepts like NLU, dialogue management, ASR/TTS, and omnichannel automation.
Background managing enterprise accounts in financial services, healthcare, or utilities where compliance and security reviews are common.
Awareness of US privacy and AI governance topics such as CCPA, HIPAA, Illinois BIPA, and emerging federal AI rules.
Experience in a fast-growing SaaS scale-up where processes and tooling are still evolving.
Exposure to analyst relations, reference program work, or competitive intelligence collection.

Additional Notes

The role calls for a team-oriented contributor who represents Omilia professionally in every interaction and acts as an ambassador for the company.

Account Manager - NAM

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