- Hire, manage, and coach Strategic Account Executives and Account Directors, and own their performance and development.
- Assign account coverage based on risk and complexity, and ensure every account has a named owner and backup.
- Define account management standards and review strategic account plans, QBRs, executive touchpoints, and renewal and expansion plans.
- Run an executive escalation forum, serve as the first escalation point for account owners, and surface material risks with recommendations.
- Lead the transition from implementation to post-go-live optimization and track go-live forecasts against actuals.
- Partner with Implementation, Integration, Support, Product, ML, and Quality to resolve issues at the root.
- Define account health signals and work with analytics partners to help the team identify drift early.
- Partner with Sales on renewals, expansion, retention, expansion pipeline, and go-live conversion.
- Serve as executive sponsor on key accounts and co-present business reviews with Sales and CodaMetrix leadership.
- Directly own a small number of accounts.
Account ManagementCustomer Success