Key Responsibilities

Leadership & Team Management

• Own performance of the Account Managers and Proposal Managers, Accounts, including revenue, retention, forecast accuracy, and proposal quality.
• Set team KPIs, quotas, and performance expectations aligned with revenue and retention goals.
• Set clear expectations, inspect execution, and take corrective action when standards are missed.
• Conduct one-on-ones, pipeline reviews, and quarterly performance evaluations.
• Hold AMs and PrMAs accountable for account plans, QBR quality, pipeline hygiene, and follow-through.

• Provide senior-level oversight and escalation support for customer relationships. Personally own executive relationships for INIT’s most critical accounts.
• Step in early on at-risk accounts and drive recovery plans.
• Oversee regular QBRs, executive business reviews, and long-term partnership planning. Ensure customers see INIT as a long-term strategic partner, not a vendor.

Account Growth & Retention

• Drive renewals, support agreements, hardware refreshes, and expansions across INIT’s portfolio.
• Guide AMs in identifying upsell opportunities.
• Oversee pricing strategy that balance competitiveness, margin, and long-term value.

Operational & Business Management

• Enforce accurate forecasting, pipeline visibility, and Salesforce discipline.
• Standardize reporting, account plans, Quarterly Business Review templates, and renewal processes.
• Provide recurring reporting to senior leadership on revenue, retention, and account health.

Cross-Functional Strategy

• Break down internal friction that slows execution for customers. Collaborate closely with Project Management, Engineering, Support, and Product.
• Align account strategy tightly with corporate growth priorities.
• Represent INIT at customer meetings, industry conferences, and technical forums.

Required Qualifications

• Bachelor’s degree in Business, Engineering, or related field (MBA preferred).

• 10+ years in account management, client success, or transit technology.

• 5+ years managing sales, account management, or customer success teams.

• Proven success in customer retention, revenue growth, and complex B2B environments.

• Strong financial and contractual acumen.

• Proficiency in Salesforce and Microsoft 365.