The Major Account Manager is responsible for managing and growing a portfolio of high-value strategic accounts. This role is a trusted advisor to customer executives, accountable for customer success, retention, renewal, and profitable expansion of services. The Major Account Manager coordinates cross-functional teams to deliver measurable business outcomes and ensure long-term relationships.
Key responsibilities
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Own a portfolio of major enterprise accounts: serve as primary commercial and relationship owner.
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Develop strategic account plans aligned to customer business objectives and company goals.
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Drive revenue growth through renewals, upsell, cross-sell and expansion opportunities.
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Identify and qualify new opportunities within assigned accounts; build and manage opportunity pipeline.
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Lead executive-level engagement, including regular business reviews and strategic planning sessions.
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Coordinate delivery, professional services, support, product and finance teams to ensure successful contract execution and high customer satisfaction.
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Negotiate commercial terms and contract renewals ensuring profitable outcomes.
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Track account performance and health; proactively resolve risks and escalate where needed.
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Maintain accurate CRM records, forecasts and activity reports.
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Act as customer advocate inside the company; feed market and customer insights to product and marketing teams.
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Represent the company at customer events, industry conferences and executive briefings as required.
Key performance indicators (KPIs)
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Net revenue retention (NRR) / renewal rate
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Account growth / upsell revenue
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Annual recurring revenue (ARR) from portfolio
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Customer satisfaction (CSAT/NPS) or equivalent
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Sales pipeline coverage and forecast accuracy
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Deal cycle time and margin on renewals/expansions
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Churn rate and at-risk account resolution time
Required qualifications & experience
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Bachelor’s degree in Business, Supply Chain, Logistics, Engineering or related field (or equivalent experience).
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6+ years of B2B enterprise account management or strategic sales experience; experience managing major/strategic accounts.
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Proven track record of meeting or exceeding revenue and retention targets.
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Experience working with complex, multi-stakeholder enterprise customers and long sales cycles.
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Strong commercial acumen and contract negotiation skills.
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Experience with CRM systems (e.g., Salesforce) and commercial forecasting.
Our Values
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
