Enterprise Account Manager
Manages post-sale relationships with enterprise customers running high-volume AI voice agents, driving retention, expansion, and satisfaction through executive engagement, business reviews, and usage optimization. Requires 4+ years in account management with $100K+ ARR accounts and technical product familiarity.
About the job
What You'll Do
- Own a portfolio of enterprise accounts and be accountable for retention, expansion, and customer satisfaction
- Build and maintain executive-level relationships with key stakeholders at each account
- Run quarterly business reviews with data on performance, ROI, and optimization opportunities
- Identify upsell and cross-sell opportunities based on customer usage and business needs
- Coordinate with engineering and CS on feature requests, escalations, and product feedback
- Develop account plans with clear growth targets and risk mitigation strategies
- Monitor account health metrics and proactively address churn signals
- Partner with sales on renewals and contract expansions
- Translate customer needs into actionable product insights for the team
- Represent Phonely at industry events and customer meetings
What You'll Bring
- 4+ years in enterprise account management, customer success, or strategic accounts
- Experience managing accounts with $100K+ ARR
- Strong executive communication skills, both written and verbal
- Proven track record of retaining and expanding enterprise accounts
- Comfortable with technical products and able to speak credibly about APIs, integrations, and data flows
- Highly organized with strong deal and project management skills
- Experience in SaaS, telecom, contact centers, or AI is strongly preferred
Nice to Have
- Existing relationships in insurance, BPO, healthcare, or financial services
- Experience with call center technology (Five9, Genesys, NICE, Talkdesk, Twilio)
- Background in solutions consulting or technical account management
Skills
SaaS, Telecom, Contact Centers, AI, APIs, Integrations, Five9, Genesys, Nice, Talkdesk, Twilio
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