Major Account Manager

The Major Account Manager is responsible for managing and growing a portfolio of high-value strategic accounts. This role is a trusted advisor to customer executives, accountable for customer success, retention, renewal, and profitable expansion of services. The Major Account Manager coordinates cross-functional teams to deliver measurable business outcomes and ensure long-term relationships.

Key responsibilities

Own a portfolio of major enterprise accounts: serve as primary commercial and relationship owner.

Develop strategic account plans aligned to customer business objectives and company goals.

Drive revenue growth through renewals, upsell, cross-sell and expansion opportunities.

Identify and qualify new opportunities within assigned accounts; build and manage opportunity pipeline.

Lead executive-level engagement, including regular business reviews and strategic planning sessions.

Coordinate delivery, professional services, support, product and finance teams to ensure successful contract execution and high customer satisfaction.

Negotiate commercial terms and contract renewals ensuring profitable outcomes.

Track account performance and health; proactively resolve risks and escalate where needed.

Maintain accurate CRM records, forecasts and activity reports.

Act as customer advocate inside the company; feed market and customer insights to product and marketing teams.

Represent the company at customer events, industry conferences and executive briefings as required.

Key performance indicators (KPIs)

Net revenue retention (NRR) / renewal rate

Account growth / upsell revenue

Annual recurring revenue (ARR) from portfolio

Customer satisfaction (CSAT/NPS) or equivalent

Sales pipeline coverage and forecast accuracy

Deal cycle time and margin on renewals/expansions

Churn rate and at-risk account resolution time

Required qualifications & experience

Bachelor’s degree in Business, Supply Chain, Logistics, Engineering or related field (or equivalent experience).

6+ years of B2B enterprise account management or strategic sales experience; experience managing major/strategic accounts.

Proven track record of meeting or exceeding revenue and retention targets.

Experience working with complex, multi-stakeholder enterprise customers and long sales cycles.

Strong commercial acumen and contract negotiation skills.

Experience with CRM systems (e.g., Salesforce) and commercial forecasting.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values