The Opportunity

You'll lead the onboarding and growth journey for new and existing customers, develop and execute tailored account plans, and champion customer needs across the organization. Success in this role requires a blend of commercial acumen, relationship management, strategic thinking, and a passion for helping customers succeed.

What You'll Own

• Own a portfolio of strategic enterprise clients, driving revenue growth, retention, adoption, and customer satisfaction.
• Develop and execute account strategies that identify expansion opportunities, mitigate risk, and maximize long-term customer value.
• Lead Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs), and strategic planning sessions with client stakeholders.
• Act as the primary point of contact and trusted advisor for client leadership teams, providing guidance on ecommerce strategy, industry trends, and ESW capabilities.
• Analyze customer performance data and develop actionable recommendations to improve commercial outcomes and operational efficiency.
• Lead cross-functional initiatives involving Delivery Services, Operations, Product, Engineering, Sales, and Finance to ensure successful delivery of client objectives.
• Drive onboarding, implementation, and adoption activities for new customers and new product launches within existing accounts.
• Identify, manage, and escalate client risks while proactively developing recovery and retention plans where required.
• Build and maintain comprehensive account plans grounded in deep knowledge of the customer, their business objectives, market position, and growth strategy.
• Champion the voice of the customer internally and influence product direction through customer insights and feedback.
• Ensure accurate forecasting, pipeline management, and account documentation within Salesforce and other internal systems.