Director/Senior Director - Account Management

Role overview:

The Senior Account Manager is the primary business liaison for assigned strategic accounts, accountable for long-term client satisfaction, operational effectiveness, retention, and revenue growth. The role owns the engagement end-to-end - from relationship leadership and account planning through commercial growth and P&L outcomes - acting as a trusted advisor to senior client stakeholders.

Key responsibilities:

- Client relationship leadership: serve as the strategic point of contact across operational, commercial and executive levels; act as the client's advocate internally.

- Account planning & advisory: develop structured account plans aligned to client KPIs, monetization objectives and DTH / OTT / FTTH release strategies; recommend ways to improve subscription performance, reduce churn and refine pricing.

- Growth, upsell & expansion: identify and close opportunities for increased feature adoption, regional payment support and incremental modules (Evergent Payment, Customer Engagement Platform, Digital CX); partner with Sales on commercial structuring.

- Financial governance & P&L: own engagement profitability; track MRR, churn, ARPU and billing-success trends; partner with Revenue and Sales through renewal cycles.

- Operational oversight: monitor account health - billing accuracy, platform stability, error logs and subscriber experience; coordinate Product, Engineering and Support to resolve revenue- or experience-impacting issues.

- Governance cadence: run QBR / MBR / EBR cadence; deliver structured reporting and risk assessments for each account.

- Risk & churn mitigation: proactively detect signs of churn, billing failures or usage dips and drive resolution.

Required skills & experience:

Experience:

- 8 - 12 years in account management/customer success/delivery, preferably in SaaS, subscription, billing, OTT/media or telco domains.

Domain knowledge:

- Subscription lifecycle, billing & payment workflows, entitlement management, content monetization, and subscriber retention metrics.

Commercial acumen:

- Demonstrated ownership of revenue / NRR targets, renewals, upsell, and engagement P&L.

Stakeholder management:

- Proven ability to manage C-level and executive client relationships and lead cross-functional internal teams (BA, PM, TL).

Analytical & reporting:

- Comfortable with subscription analytics, CRM (Salesforce), and account-health dashboards; strong data-driven storytelling.

Communication:

- Excellent written and verbal communication; confident leading customer calls and governance forums.

Qualification:

- Bachelor's in business/engineering/technology; MBA preferred. Willingness to support multiple time zones/regions.