Senior Account Manager

About the job

Sama is looking for an Account Manager to lead one or multiple long-term Fortune 500/Global 1000 customer engagements worldwide. This role is an individual contributor focused on securing and growing revenue, and coordinating with the sales, product, solution engineering, and services delivery teams to ensure client goals are met and exceeded. This position is remote and can be based in the US or EMEA.

This role will require that you are comfortable operating at the strategic level, but also able to dive into the details. With a focus on the customers strategic objectives, you will identify the required outcomes and continue to align Sama’s services to drive maximum value. As a critical role in the customer journey, you will: own the customer relationship, engage with key client stakeholders at all levels, align our capabilities with client needs, collaborate with internal Sama teams to secure renewals and expand revenue, and ensure program profitability, in a true partnership with the customer as well as Sama’s teams delivering on those services.

Key Responsibilities: 

• Serve as the single owner of their account(s) and primary point of contact responsible for maintaining and developing strong relationships with customers, addressing concerns, and ensuring their needs are met and exceeded.
• Become an expert in your customer's vertical and business outcomes, with a keen focus on Sama solutions which include AI Computer Vision and Generative AI.
• Serve as the voice of the customer within Sama and ensure alignment to provide high levels of consistent customer value
• Align with the sales team to build and maintain account plans outlining all risks and opportunities, customer engagement strategies, customer goals, and revenue growth plans - with your primary focus on securing existing business and supporting business growth
• Take full responsibility for ensuring program continuity, revenue goals, and other Sama KPIs are achieved, such as overall customer financial goals (e.g. margin targets).
• Set services delivery targets with our delivery teams and provide executive oversight of the delivery team activities that achieve customer goals - dotted line management to the delivery team servicing your accounts
• Manage program scope changes and gain customer agreement for price adjustments as requirements change
• Lead internal stakeholder meetings, own success of cross-functional activities, coordinate all activities between teams necessary to ensure continued customer success
• Represent Sama, our mission and values, to our customers

Minimum Qualifications:

• 10+ years of related work experience in account management or customer success 
• Track record of goal achievement, specifically on customer renewals and growth targets 
• Proven experience leading high level customer engagements with excellent negotiation, influencing, collaboration, communication, and presentation skills required
• A strong interest in and a willingness to continuously learn about the applications of Machine Learning and Artificial Intelligence within Sama's customer base, including their business challenges and how these technologies can address them.
• Experienced at setting KPI’s and OKR’s that drive desired customer and organizational outcomes
• Self-driven and self-motivated leader - likes to have fun, and can motivate others with their positive attitude
• Strong business and financial acumen
• Experience leading change management and process improvement initiatives
• Thrives in a highly dynamic environment, comfortable prioritizing competing priorities
• You see obstacles as opportunities and are highly motivated by difficult challenges
• Passionate about providing a best-in-class customer experience
• Deep commitment to building an ethical, world-class company with technology at its core - supporting Sama’s mission
• Highly collaborative individual with experience in influencing change within an organization 

Preferred Qualifications:

• AI/ML Industry knowledge and experience
• Experience working with and leading internationally distributed teams
• You embody our Sama values, exemplifying Grit, Integrity, Get things done (GTD), and Humanity
• Genuine interest in learning about new forward-thinking technologies specific to machine learning & artificial intelligence
• Embrace the challenges and opportunities presented by the continuous advancements in Artificial Intelligence.