Account Manager

Company Overview 

i2 Group is a global leader in intelligence analysis software, empowering analysts and investigators across defense, national security, law enforcement, and commercial sectors.

With a legacy of innovation and a commitment to supporting critical missions, i2 Group delivers cutting-edge solutions that transform data into actionable intelligence. 

Account Manager

Location: Remote (US-based) 
Reports To: VP, Client Operations - Americas 
Department: Client Operations 

Position Summary 

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. There may be some travel required for the role.

Key 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. 


* Partner with customers to understand how they want to use AI in their workflows, and work with internal teams to determine how i2 can best support them.

 

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 ...