Account Manager

Account Manager

Overview of the role
As an Account Manager at i2, you will be responsible for the health, retention, and growth of assigned customer accounts.

This role is pivotal in ensuring our clients—particularly those in regulated sectors such as defense and national security—derive measurable value from our software and services.

You will lead structured engagement, drive renewals and expansion, and act as the voice of the customer within i2.

This role requires a strategic mindset, strong relationship-building skills, and the ability to navigate complex client environments.

Responsibilities


* Customer Onboarding & Adoption:
+ Ensure a seamless transition from implementation to ongoing account management.
+ Drive effective software adoption and realization of customer outcomes.
+ Collaborate with Implementation, Training, and Support teams to ensure customer readiness and success.


* Relationship Management:
+ Build and maintain trusted relationships with key customer stakeholders, including executive sponsors.
+ Lead Quarterly Business Reviews (QBRs), strategic planning sessions, and regular check-ins.
+ Maintain deep understanding of customer goals, challenges, and long-term strategies.


* Renewals & Retention:
+ Own renewal strategy, forecasting, and customer communications.
+ Monitor customer health indicators and proactively mitigate churn risks.
+ Collaborate with Sales and Finance on pricing, contract renewals, and billing alignment.


* Expansion & Growth:
+ Identify and advance upsell and cross-sell opportunities within existing accounts.
+ Analyze usage data and customer feedback to uncover growth potential.
+ Partner with Sales to scope, position, and close expansion initiatives.


* Account Planning & Strategic Reporting:
+ Develop and maintain strategic account plans outlining objectives, risks, and growth strategies.
+ Provide accurate forecasts and regular reporting on account health, renewal likelihood, and expansion pipeline.
+ Present account insights to internal stakeholders to inform product and service strategies.


* Regulated Sector Engagement (as applicable):
+ Understand and navigate compliance requirements for defense, national security, or other regulated clients (e.g., ITAR, FedRAMP, data security protocols).
+ Adapt engagement strategies to align with government procurement processes and security expectations.
+ Maintain awareness of industry trends and regulatory developments impacting client operations.


* Customer Advocacy & Product Alignment:
+ Share product updates and promote relevant features to drive value.
+ Provide structured customer feedback to Product and Delivery teams to inform roadmap planning.
+ Champion customer needs internally to ensure alignment with e...