Senior Director of Account Management

About the Company 

Enterprise AI is a category of software that harnesses advanced artificial intelligence techniques to drive digital transformation. Building an AI model that acts like a human requires large volumes of training data – data that must be properly categorized and annotated for a specific use case. With high-quality, human-powered data annotation, companies can build and improve AI implementations. The result is an enhanced customer experience, such as more accurate and relevant product recommendations, search engine results, computer vision, speech recognition, chatbots, and more. 

Founded in 2008, Sama is a recognized leader in data annotation, having the longest, proven track record of guiding enterprises to build and scale some of the most impactful AI applications from transportation and navigation, to consumer and media, to retail and e-commerce, and robotics and manufacturing. Sama is the only company with its own experienced data annotation workforce supported by a custom collaborative workspace platform – a platform that allows us to work in real-time with our customers to deliver the most accurate, scalable, and advanced training data pipeline that fuels AI engines. Today’s most innovative enterprises like Walmart, GM, Ford, Google, NASA, iRobot, and many others trust us to help them deliver AI models that actually work.

Driven by a mission to expand opportunities for underserved individuals through the digital economy, Sama is a certified B-Corp (a designation reserved for companies that balance purpose and profit).  MIT has validated our business model by conducting a Randomized Control Trial over the course of 3 years. The study concluded that Sama was responsible for lifting 60,000 people out of poverty, increasing wages by 4x, and women earned 60% more than those who weren’t trained or employed by Sama.

About the Role

As the Senior Director of Global Account Management, you will lead our customer engagement and expansion strategy across our client portfolio.You are responsible for growing and developing a team overseeing our global portfolio of accounts, securing and growing revenue, and coordinating with the sales, product, and services delivery teams to ensure client goals are met and exceeded.  You have a history of leading enterprise & strategic account management teams with relevant SaaS and solutions delivery experience. You have led teams that own the customer journey and successful retention strategies. You are comfortable operating at a strategic level, owning the vision and plan for the team, while balancing having bringing an operational mindset focused on metrics, KPIs, and accountability, ultimately leading to customer satisfaction.

You will own the optimization of workstreams, managing through data, spotting trends in our ICP, strategic focus on how to uplevel existing team members, and adopting a recruiting strategy to ensure we attract and retain top talent. 

Key Responsibilities:

• Serve as an executive stakeholder, providing support to our strategic clients
• Actively manage a team in North America and Europe that range in servicing different use cases across our verticals to ensure a proactive approach to the customer experience 
• Coach team to maintain existing business and find areas of growth within each account
• Become an expert in AI Computer Vision, understand the ML lifecycle from start to finish
• Lead a team responsible for ensuring program continuity, revenue, and ensure margin goals are achieved
• Lead a team to properly manage program scope changes and gain customer agreement for price increases as requirements change
• Represent Sama, our mission and values, to our customers 
• Work closely with our Global Services delivery team in East Africa to ensure delivery and health of projects
• Develop new policies and procedures to ensure a scalable growth path for our internal operations
• Ensure timely renewals for all existing contracts to reduce the disruption to our workforce in East Africa by preventing gaps between projects
• Provide executive oversight for all currently running projects, stepping in as necessary as risks are identified
• Develop a customer advisory board and lead discussions with our customers and product development team to stay ahead of our clients’ needs
• Travel to East Africa to work with our delivery teams, develop relationships, and help align our capabilities with current and future client needs

Minimum Qualifications:

• 10+ years of customer success, program management, account management, or services delivery experience leading high-performing teams in a high-growth, SaaS environment, working with enterprise-level customers
• 5+ years of management experience, demons