Account Director (AI Driven Customer Engagement)

Natilik

2d•Hybrid

About The Position

Natilik is seeking a highly driven and experienced Account Director to join our Engage team. The Account Director is responsible for owning and growing Customer Engagement (CE) relationships within named existing clients, ensuring retention, expansion, and measurable value realisation from AI-driven customer engagement solutions. This role is focused on protecting and expanding CE ACV, engaging beyond IT into business and operational stakeholders, and positioning Natilik as a strategic partner in digital, AI and customer engagement transformation. An Account Director is a senior, autonomous seller and strategic account leader, operating at Level 5–6 capability. The individual is expected to own complex client relationships end-to-end, lead enterprise account strategy, and consistently deliver high-impact commercial outcomes. They operate as a trusted advisor, influencing client strategy and shaping AI and digital CX direction, while leading virtual teams across Sales, Design, Transition, and Managed. In A+ CE clients, the Account Director acts as the primary strategic owner of the account, setting direction and governing engagement across all stakeholders. This role requires consistency, accountability, and a relentless focus on value creation, aligned to the Engage Team’s core mission: To deliver to our clients AI-driven customer engagement that turns technology, data, and AI into real business outcomes. Role Context The role is 100% focused on the Customer Engagement (CE) technology stack; no responsibility exists outside of this domain Within A+ category Customer Engagement clients, full strategic account ownership sits with Natilik Engage The primary strategic objective is to lead a cross-functional team that jointly owns the client innovation backlog The Account Director must ensure Natilik is positioned to own, shape, and prioritise this backlog, recognising that control of the backlog equates to control of the client relationship and direction of spend

Requirements

Minimum 5 years’ direct experience selling Customer Engagement solutions and services into existing accounts.
Demonstrable track record of revenue growth and overachievement through upselling and expanding within a customer base.
In-depth understanding of the Customer Engagement landscape.
Experience navigating and influencing complex stakeholder groups within client organisations.
Excellent communication, relationship-building, and commercial negotiation skills.
Familiarity with account planning and customer success strategies.

Responsibilities

Own Customer Engagement strategy across assigned accounts, including retention and expansion
Act as the strategic account owner within A+ CE clients, driving overall direction and engagement model
Develop and execute enterprise-level account plans aligned to client business objectives
Build relationships across Business, Operations, and IT stakeholders up to and including exec leadership within the client
Drive client advocacy, adoption, and long-term partnership growth
Maintain a robust pipeline (minimum 3x targets) across short, medium, and long-term horizons
Identify and create opportunities based on client business goals and AI/digital use cases
Own and progress complex deals and RFP processes, leading virtual teams to closure
Consistently exceed revenue and growth targets, delivering meaningful business impact
Engage clients early in the lifecycle to shape business cases, use cases, and value narratives
Position Natilik across: -AI-driven customer engagement -Contact centre transformation -Digital and automation strategies
Ensure Natilik is involved before solution preference is formed, avoiding late-stage engagement risk
Lead the team that owns creation, ownership, and governance of a prioritised client innovation backlog, ensuring Natilik is central to all future change, investment decisions, and execution sequencing
Establish Natilik as the co-owner and primary influencer of backlog prioritisation, aligning business outcomes, technology roadmaps, and commercial opportunities
Ensure clients realise measurable business outcomes from their CE investments
Lead conversations on: Efficiency gains, Customer experience improvement, AI adoption and impact
Drive renewal strategies and expansion opportunities through value-led engagement
Execute a structured engagement cadence with clients: -Bi-weekly delivery alignment -Monthly service and innovation reviews -Quarterly strategic alignment -Annual commercial and roadmap planning
Ensure all client engagement results in clear next steps, pipeline progression, and Salesforce updates
Lead cross-functional teams across Sales, Design, Transition, and Manage
Act as a central point of alignment for all CE activity within the account
Drive effective collaboration with: -Solution Architects and Design teams -Service Delivery & Client Success Managers -Strategic partners