Global Strategic Account Manager

jrni•Boston, MA

About The Position

The Global Strategic Account Manager owns the growth and expansion of a portfolio of JRNI’s most important global enterprise accounts. This is a senior, quota-carrying individual-contributor role within the CCO organization responsible for Customer Expansion and Growth. The role is accountable for protecting and growing recurring revenue, developing executive relationships across multinational organizations, and converting customer success into commercial outcomes. Success is measured by net revenue retention, expansion bookings, and durable customer partnerships. The Account Manager serves as a trusted advisor to senior business and technology leaders, coordinates internal teams around account outcomes, and builds multi-year expansion plans aligned with customers’ strategic priorities. The position involves managing renewals and expansion opportunities, developing executive sponsorship, and operating with disciplined forecasting and commercial rigor.

Requirements

At least 7 years of quota-carrying experience in enterprise SaaS account management, strategic or key account management, or enterprise expansion sales, with a consistent record of exceeding retention and growth targets.
Demonstrated success managing and growing large global enterprise accounts with multiple stakeholders and six- and seven-figure ARR.
Proven ability to drive net revenue retention through renewals, upsell, and cross-sell in a recurring-revenue model.
Strong executive presence and consultative, value-based selling skills, including the ability to build credibility with C-level and senior business leaders.
Excellent commercial negotiation skills across complex, multi-year enterprise agreements.
Experience coordinating cross-functional internal teams, including Customer Success, Product, Solutions, and Professional Services, around account outcomes.
Disciplined pipeline management and forecasting in a modern CRM, such as Salesforce.
Familiarity with a structured sales methodology, such as MEDDICC, Command of the Message, or value selling.
Excellent written and verbal communication skills and comfort working across global time zones and cultures.

Nice To Haves

Experience selling into or within retail and/or financial services enterprises.
Background in customer experience, appointment scheduling, CRM, or related enterprise software categories.
Experience expanding accounts across multiple regions and business units within a single global customer.
Bachelor’s degree or equivalent practical experience.

Responsibilities

Carry and achieve a net-new expansion and renewal quota across a defined portfolio of global strategic accounts.
Protect existing recurring revenue and drive net revenue retention through cross-sell, upsell, seat and volume growth, and expansion into new use cases, regions, and business units.
Own the full renewal lifecycle, including forecasting, negotiation, and timely closure, while protecting value and minimizing churn and contraction.
Develop and maintain multi-year account and territory plans aligned with customers’ strategic and financial objectives and JRNI’s capabilities and roadmap.
Identify whitespace and develop a data-driven expansion pipeline across geographies, business lines, and product lines.
Lead executive business reviews that quantify realized value and secure sponsorship for future growth.
Build and expand relationships with economic buyers, C-suite sponsors, and operational champions across complex global organizations.
Advise customers using industry insight, benchmarks, and perspectives on creating value through customer experience.
Build multi-threaded relationships across regions and functions to reduce relationship risk and strengthen partnerships.
Coordinate Customer Success, Solutions and Value Engineering, Product, Marketing, and Professional Services around shared account growth plans.
Partner with Customer Success to turn adoption, account health, and value realization into commercial expansion.
Share customer needs and market signals with Product and Leadership to inform roadmap and go-to-market priorities.
Maintain accurate forecasts and CRM pipeline hygiene and deliver predictable results against monthly, quarterly, and annual targets.
Lead complex negotiations involving pricing, packaging, and multi-year contracts in partnership with Deal Desk, Legal, and Finance.
Use a structured value-selling and mutual-success-planning methodology throughout the customer lifecycle.