Enterprise Account Manager

About the role

You will own strategic relationships with leading D2C, digital-first, and retail brands, acting as a trusted advisor at the executive level. In this capacity, you will leverage the Paytm Pi Marketing platform to help clients drive customer acquisition, engagement, retention, and support through AI-powered capabilities. You will be responsible for identifying and executing on cross-sell and upsell opportunities across Enterprise CPaaS, AI Agents, and Omnichannel Customer Engagement. This role requires you to build, nurture, and manage strong executive relationships with CXOs and decision-makers spanning Marketing, CRM, Digital, Customer Experience, Support, Product, and E-commerce teams. You will lead the end-to-end sales lifecycle, from initial solution mapping and commercial negotiation to final closure and long-term account expansion. You will develop and execute comprehensive account plans tailored to key enterprise clients to ensure alignment with their business objectives. A core part of your role will involve driving long-term product adoption, platform usage, and account retention for complex solution sets. Ultimately, you will continuously track key business metrics, including revenue growth, adoption rates, and customer success KPIs to demonstrate clear value.

Key facts

What you'll do

Conduct in-depth discovery sessions to map complex customer challenges and architect tailored solutions using Enterprise CPaaS, AI Agents, and Omnichannel capabilities.

Own the end-to-end sales lifecycle for strategic D2C, e-commerce, and retail brands, guiding prospects from initial engagement through commercial negotiation to final closure.

Develop and execute comprehensive account plans for key enterprise clients, aligning product roadmap and platform usage with their strategic business goals.

Proactively identify and pursue cross-sell and upsell opportunities across the full Paytm product suite, including Enterprise CPaaS, AI Agents, and Omnichannel Customer Engagement.

Build, nurture, and manage executive-level relationships with CXOs and decision-makers across Marketing, CRM, Digital, Customer Experience, Support, Product, and E-commerce teams.

Drive long-term product adoption and platform usage while focusing on critical account retention metrics and reducing churn among key clients.

Continuously track and report on key business metrics such as revenue growth, adoption rates, and customer success KPIs to inform strategic decisions.

Collaborate closely with Product and Engineering teams to share critical customer feedback, adoption barriers, feature requests, and market intelligence.

Partner with Onboarding and Customer Success teams to ensure flawless implementation, seamless onboarding, and high platform adoption for complex enterprise deployments.

Work with Marketing to develop compelling success stories, case studies, reference accounts, and strategic go-to-market initiatives that highlight platform value.

Coordinate with Finance and Business Operations on commercial structuring, pricing models, renewals, invoicing, and long-term account expansion plans.

Support the creation of high-impact presentations and executive communications that clearly articulate the value of AI-powered customer engagement solutions.

Engage in continuous learning of industry trends, competitive landscapes, and emerging use cases within Conversational Commerce and MarTech ecosystems.

Act as a primary point of contact for strategic clients, ensuring their strategic initiatives and operational needs are anticipated and met with timely solutions.

Requirements

4-8 years of experience in Enterprise SaaS, CPaaS, MarTech, CRM, or Customer Engagement platforms.

Demonstrated track record of selling into D2C, retail, e-commerce, or consumer brands across a competitive market landscape.

Proven success in managing enterprise-level accounts and consistently meeting or exceeding annual revenue targets.

Strong experience in conducting solution mapping and presenting tailored architectures to executive stakeholders.

Exceptional ability to build, nurture, and manage relationships with C-level executives and senior decision-makers.

Demonstrated expertise in negotiating complex commercial agreements and structuring deals that align with client and business needs.

Solid understanding of subscription-based revenue models, gross margin management, and long-term account expansion strategies.

Highly developed commercial acumen with the ability to translate customer needs into compelling value propositions and business cases.

Practical notes

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