Strategic Account Manager

About the role

The is entrusted with cultivating and deepening relationships that define the trajectory of our most critical partnerships. This role is the commercial engine for key accounts, driving sustainable growth and ensuring consistent client delight through proactive strategic oversight. You will operate as half of a high-impact duo, working shoulder-to-shoulder with a deployment strategist to architect and execute tailored value realization plans. Success in this position is measured by your ability to own the full commercial lifecycle, from strategic forecasting to executive-level conversations. You will translate complex product capabilities into clear business outcomes that resonate at the C-suite level. This position demands intellectual curiosity and a hands-on approach to technology, where you challenge the status quo to unlock new value. You will be the primary point of strategic influence, navigating intricate customer ecosystems to secure long-term mutual growth. The role requires a blend of analytical rigor and creative problem-solving to turn account insights into actionable plans.

Key facts

What you'll do

Orchestrate and execute multi-year strategic account plans that align client objectives with Siena's capabilities to drive measurable business impact.

Champion client advocacy by owning the commercial narrative and leading high-stakes negotiations that secure expansion and renewal commitments.

Analyze intricate organizational charts to identify, map, and influence multiple stakeholders, ensuring cohesive engagement across the enterprise.

Leverage data analytics to interpret product usage patterns, forecast churn risks, and uncover untapped opportunities for growth within existing accounts.

Collaborate directly with product and engineering teams to translate client feedback into actionable requirements and influence the product roadmap.

Conduct competitive landscape assessments to identify threats and formulate differentiated value propositions that reinforce our market position.

Design and facilitate executive-level business reviews, presenting complex data in a clear, compelling narrative that informs strategic decision-making.

Utilize prompt engineering to develop custom AI agents and automation workflows that solve unique client challenges and enhance service delivery.

Maintain fluency in the AI ecosystem, actively monitoring emerging technologies and integrating relevant advancements into client solutions.

Build and maintain trusted relationships with key decision-makers, positioning Siena as a indispensable partner in their digital transformation journey.

Manage complex deal structures and commercial discussions, ensuring terms reflect the strategic value delivered to the client and the business.

Proactively identify risks and dependencies within the client environment, developing mitigation strategies to safeguard project success.

Contribute to the creation of compelling success stories and case studies that validate the value delivered and support new sales initiatives.

Balance autonomy with cross-functional collaboration, ensuring alignment with marketing, sales, and delivery teams to exceed client expectations.

Requirements

You bring a minimum of 3 years of professional experience in account management, customer success management, or a client-facing commercial role focused on complex software solutions.

Your background demonstrates a proven ability to independently manage the renewal and expansion of enterprise-level customers, taking full ownership of commercial discussions and outcomes.

You possess a documented history of negotiating at least one deal valued at over $100,000, showcasing your ability to operate in high-value commercial environments.

You have direct experience selling to complex enterprise organizations, navigating intricate organizational structures, and managing multiple stakeholders simultaneously.

A strong preference is given to candidates with prior experience working within the e-commerce or customer experience (CX) sectors, understanding their unique operational dynamics.

Prior collaboration with product and engineering teams is essential, as you must be able to communicate effectively in technical environments and contribute to solution design.

You must be comfortable operating within rapidly evolving, ambiguous environments, demonstrating adaptability and resilience when faced with shifting priorities.

Your expertise includes hands-on experience with prompt engineering, extending beyond basic interaction to the development of agents, automation, and custom tool creation.

You maintain a current awareness of the fast-paced AI landscape, actively staying informed on advancements and applying this knowledge to solve client problems.

You are comfortable using strong data analysis capabilities to derive insights from quantitative data, informing your strategic account decisions.

You demonstrate exceptional skill in stakeholder mapping and the ability to position products in a way that resonates with diverse buyer personas.

You have a proven track record of achieving commercial success through negotiation, influencing without authority, and driving contract outcomes.

You exhibit strong written and verbal communication skills, capable of articulating complex ideas to both technical and non-technical audiences.

You are a self-motivated individual who thrives in a distributed, global team setting, managing your time and deliverables with a high degree of integrity.

Nice to have

You have experience working with a native AI technology company, understanding the nuances of building products in this space.

You possess knowledge of API integrations, conversation flow design, and business intelligence tools, enhancing your ability to drive technical value.

Practical notes

This position is part of a fully distributed, global team.

Moderate travel may be required for in-person workshops, account visits, and quarterly business reviews (QBRs).

Siena provides a learning budget and offers premium AI accounts (including ChatGPT, Claude, Perplexity Pro, Cursor, and Lovable), along with a quarterly budget for acquiring new tools.

AI-assisted screening tools are utilized in the hiring process, with human review available upon request at talent@siena.cx.