lucidworks - Senior Account Manager
Requirements
• Demonstrated ownership of complex enterprise client relationships, balancing retention, growth, and long-term planning across a portfolio, with strong forecasting and pipeline discipline. • Track record of leading enterprise renewals, commercial negotiations, and large expansion deals to close while consistently achieving retention and revenue objectives. • Ability to build trusted executive relationships, influence senior stakeholders, and translate client priorities into multi-year account strategies delivered through cross-functional teams. • Excellent communication, presentation, and executive facilitation skills, with experience leading Executive Business Reviews and strategic client discussions. • Ability to use Gen AI tools to improve account planning and client communications while applying sound judgment on confidentiality, accuracy, and quality. • Experience managing enterprise SaaS clients within a subscription-based business model. • Experience using CRM and customer success platforms to manage account strategy, forecasting, and commercial performance. • Knowledge of enterprise search, AI, digital experience, or commerce technologies. • Experience mentoring or informally leading other account management professionals. • ## What Success Looks Like • Consistently achieves or exceeds Gross Retention, Net Retention, expansion revenue, and renewal objectives across a portfolio of Lucidworks’ largest strategic accounts. • Builds executive relationships that position Lucidworks as a strategic partner and deepen long-term client loyalty. • Delivers strategic account plans that produce measurable business outcomes, sustained adoption, and commercial growth. • Maintains an accurate commercial forecast and drives mitigation plans before issues affect client success or business performance. • Is recognized as a cross-functional leader and mentor who aligns internal teams around client priorities and strengthens the Client Excellence organization through knowledge sharing and process improvement. • ## Competencies • Resourceful: willing to jump in, be agile and flexible, leverage existing resources to accomplish goals, and work independently • Team player: confident in collaborating with a diverse community of people and personalities across geographies, backgrounds, and professional abilities • Strong verbal and written communication skills • Empathy and care for all stakeholders of Lucidworks, including employees, customers, partners, and guests • Ability to handle confidential information
Responsibilities
• Own the commercial success of a portfolio of Lucidworks’ largest and most strategic accounts, driving Gross Retention, Net Retention, renewals, expansion revenue, and long-term account growth. • Develop and execute multi-year account strategies that align Lucidworks solutions with client business priorities, strengthening strategic partnerships and maximizing client value. • Serve as the executive relationship owner for your clients, building trust with executive sponsors and leading Executive Business Reviews that demonstrate measurable business outcomes. • Source, qualify, and close the largest and most complex expansion opportunities, developing business cases and leading pricing, contract, and renewal negotiations, including multi-year and non-standard agreements. • Maintain an accurate renewal forecast and commercial pipeline, communicating business outlook, risk mitigation plans, and growth strategies to leadership. • Represent the voice of the client across Lucidworks as the executive escalation owner for business issues, aligning Client Success Engineering, Professional Services, Support, Product, and Sales around coordinated resolution plans. • Mentor and coach Account Managers, sharing account strategy, negotiation, and executive engagement practices across the Client Excellence organization.
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