Note: The job is a remote job and is open to candidates in USA. ACI Worldwide is seeking a Vice President of Account Management who will lead a team of Account Executives in managing and growing strategic customer relationships. The role focuses on developing multi-year account strategies to maximize customer value and drive revenue growth through effective commercial leadership and cross-functional collaboration.
Responsibilities
- Own the overall commercial relationship and growth strategy for a portfolio of strategic enterprise customers
- Serve as the executive sponsor and primary commercial leader for assigned accounts
- Develop and execute multi-year account plans aligned to customer business objectives, technology priorities, and long-term strategic initiatives
- Build trusted relationships with executive stakeholders across business, technology, operations, payments, and procurement functions
- Drive customer advocacy, executive engagement, and long-term partnership development
- Act as the voice of the customer within ACI and ensure alignment between customer objectives and ACI strategy
- Deliver renewal, retention, expansion, and revenue growth targets across assigned accounts
- Lead all renewal strategies and negotiations, including large, complex, multi-year commercial agreements
- Drive account expansion through cross-sell, upsell, increased transaction volumes, additional solution adoption, and broader enterprise deployment
- Achieve annual growth objectives, including significant expansion opportunities within renewal cycles, driving growth across strategic customer relationships
- Maintain accountability for Net Revenue Retention (NRR), Gross Revenue Retention (GRR), recurring revenue growth, forecast accuracy, and account profitability
- Build and execute account-specific growth plans that maximize customer lifetime value
- Lead complex commercial negotiations involving renewals, pricing, contract restructures, service expansions, and strategic partnership agreements
- Negotiate and close high-value enterprise agreements with major global financial institutions, processors, and merchants
- Balance customer objectives, commercial outcomes, profitability, and long-term strategic value creation
- Proactively identify and mitigate commercial risks that could impact retention or growth
- Identify whitespace opportunities and expansion potential across assigned customer portfolios
- Partner with New Business Development teams on net-new application sales opportunities while maintaining executive account ownership
- Coordinate customer-facing resources to ensure seamless execution of expansion initiatives
- Develop strategic plans to increase ACI's footprint and influence across customer organizations
- Lead and influence cross-functional teams including Product Management, Customer Success, Services, Delivery, Support, Finance, Legal, Revenue Operations, and Executive Leadership
- Escalate and resolve issues that may impact customer satisfaction, retention, or growth
- Drive coordinated execution of strategic account plans across all customer-facing functions
- Partner with internal stakeholders to ensure successful delivery of customer commitments and business outcomes
- Lead, coach, and develop a high-performing Strategic Account Executive organization
- Establish best practices for account management, renewal management, customer growth, and executive relationship management
- Drive accountability in forecasting, pipeline management, account planning, and revenue execution
- Create a culture focused on customer outcomes, growth, operational excellence, and continuous improvement
- Coach account teams on advanced negotiation, executive engagement, and value-based selling techniques
- Champion the adoption and effective use of AI, automation, and advanced analytics to improve strategic account management, customer engagement, and revenue growth
- Leverage AI-powered insights to identify renewal risks, whitespace opportunities, customer health trends, product adoption patterns, and expansion opportunities across strategic accounts
- Utilize predictive analytics and data-driven decision-making to enhance renewal planning, account forecasting, and customer growth strategies
- Drive the integration of AI-enabled tools into account planning, opportunity management, customer engagement, business reviews, and commercial execution
- Foster a culture of innovation and continuous learning by encouraging teams to embrace AI capabilities that improve productivity, customer outcomes, and business performance
- Partner with Product, Customer Success, Services, Data & Analytics, and Revenue Operations teams to translate AI-generated insights into actionable customer retention and expansion strategies
- Evaluate emerging AI technologies and industry trends to identify opportunities that create value for customers and strengthen ACI's competitive position
- Ensure the responsible, ethical, and compliant use of AI technologies in accordance with corporate governance standards, regulatory requirements, data privacy obligations, and customer expectations
- Lead the transformation of strategic account management through the effective application of AI and digital technologies, enabling teams to deliver deeper customer insights, improve retention outcomes, uncover growth opportunities, and create measurable value for customers and ACI
Skills
- Bachelor's degree required
- 15+ years of enterprise software, fintech, payments, banking, or technology industry experience
- 10+ years of strategic account management, enterprise sales, customer growth, or commercial leadership experience
- Experience within financial institutions, processors, payment networks, or banking technology providers
- Demonstrated success managing and growing complex strategic customer relationships within large enterprises
- Proven track record leading enterprise renewals, contract negotiations, and expansion initiatives
- Experience negotiating large multi-year agreements with executive-level stakeholders
- Demonstrated ability to influence cross-functional teams and drive outcomes in a complex matrix organization
- Strong executive presence with experience engaging C-suite stakeholders within major financial institutions
- Demonstrated ability to leverage data, analytics, and AI-enabled technologies to improve commercial decision-making, forecasting, customer retention, and revenue growth
- Strong communication, collaboration, presentation, and relationship management skills
- Applicants must be currently authorized to work in the US on a full-time basis. This position does not offer sponsorship for employment visa status or work permit now or in the future
- Payments industry experience strongly preferred
- Experience managing customer portfolios with significant recurring revenue responsibility
- Experience with License Software, SaaS, and cloud-based technology solutions
- Experience leading digital transformation initiatives or adopting emerging technologies within customer-facing organizations
Company Overview