Strategic Account Manager (Major Accounts)

Major Accounts is an exciting and rapidly growing division within our EMEA Account Management revenue business. Reporting to the Vice President, the Enterprise/Strategic Account Director will collaborate with both internal support teams and external partners to offer market-leading technology and strategic guidance to our key customers.

Key Responsibilities:

• Manage a number of key Major Accounts ($6M - $10M ARR), focusing on both retention and growth beyond traditional upsell — including geographic, brand/parent group expansion and cross-sell expansion.
• Develop and execute strategic account plans and go-to-market strategies based on a deep understanding of customer business needs and objectives, aligning Bloomreach products and services to client goals.
• Serve as the primary point of contact for economic buyers and key decision-makers, cultivating and nurturing relationships with C-Suite executives, and facilitating executive engagement where appropriate.
• Collaborate with partners, Customer Success, ISVs, and internal stakeholders to mutually drive customer value and translate that into market expansion and cross-sell opportunities, leveraging the full Bloomreach ecosystem.
• Serve as a strong advocate for clients, ensuring that their feedback and business needs are effectively communicated to internal teams, including Product, Marketing, and Customer Success, to drive continuous improvement and identify advocacy opportunities.
• Proactively monitor account health, revenue, and expansion opportunities, delivering regular reports on opportunity creation, deal progression, churn risk, and mitigation strategies to internal stakeholders.
• Demonstrate strong data analysis skills, with a focus on identifying trends in eCommerce, AB testing, and conversion metrics. Utilise data to provide actionable insights to clients and internal stakeholders, supporting decision-making processes and identifying upsell opportunities.
• Lead and participate in Quarterly Business Reviews to align client goals with Bloomreach solutions, providing data-driven updates on account health, key initiatives, and upcoming opportunities for expansion and cross-sell.
• Identify risks and orchestrate timely mitigation by mobilising appropriate internal resources with urgency.
• Execute upsell and cross-sell deals through a value-based, disciplined sales cycle, leveraging methodologies like MEDDPICC.
• Evaluate and recommend improvements to the sales process and account strategy, tailoring engagement to the customer’s size, type, and evolving needs.
• Take an entrepreneurial approach to problem-solving: embrace new challenges, adjust quickly to shifting priorities, and apply tools like design thinking to spark innovative solutions and overcome barriers.
• Apply strategic thinking to foresee long-term implications of client strategies and internal decisions, offering forward-looking insights and identifying emerging risks and opportunities.
• Maintain a comprehensive understanding of Bloomreach products and evolving capabilities. Educate clients on potential new use cases, features, and integrations that create added value and uncover potential upsell opportunities.
• Measured on Expansion ARR (attainment vs. quota), renewals, and access to key power stakeholders.

Professional Experience & Requirements

• 6+ years of experience in Account Management, Sales, Consulting and managing an enterprise-level book of customers. Martech, Ad Tech, Search, Commerce, AI, and/or Digital Experience backgrounds strongly preferred.
• Proven expertise in strategic account planning, leveraging an internal and external ecosystem — including partners, executives, and cross-functional teams — to meet customer objectives.
• Professional seller with a proven history of consistently exceeding quota.
• Someone who is able to clearly articulate how they have built and expanded existing client relationships into new markets and/or group expansion success stories.
• Experience working with SDR outbound functions as well as supporting teams including; Customer Success, Partnerships, Solutions, Marketing and commercial support teams.
• Proficiency in analytics and statistical knowledge, particularly in analyzing eCommerce data, AB testing, and conversion metrics.
• Deep customer-centric focus: anticipates long-term client needs, addresses underlying concerns beyond immediate asks, and proactively seeks opportunities to drive additional value.
• Strong collaborator who facilitates group alignment, provides constructive feedback, and ensures all stakeholders can contribute meaningfully to outcomes.
• Entrepreneurial mindset: embraces new challenges, adapts quickly to change, builds diverse networks for idea generation, and drives outcomes through innovative thinking.
• Strategic thinker who exercises sound judgment, evaluates options in ambiguous situations, and aligns recommendations to broader organizational context and priorities.
• Demonstrated executive presence and subject matter expertise: able to understand and address complex stakeholder needs while building strong business relationships at the executive level.
• Outstanding written and verbal communication skills, with the ability to clearly articulate SaaS investment value and ROI.
• Proficient with CRM, forecasting, and productivity tools.
• Willingness to travel regularly as required.

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