Account Director (AI Driven Customer Engagement)

Our mission is two-fold: growing a brand that is seen as the industry’s “Confident Guide” and building a business with a balanced purpose. We want to be a “Confident Guide”, sat between the vendors, who make technology, and our clients who want to use it to help deliver the outcomes most important to them. We offer solutions, services, platforms, applications and expertise to help.

We might help our clients in a simple way, such as supplying them with the ‘equipment’ they know they already need. Alternatively, they might want to partner with us and allow us to fill holes in their understanding. Or they might want us to take care of everything, helping to agree on the destination and guiding them every step of the way. From the small and simple, to the large and complex, we want a life-long partnership, a company our clients can rely on. We also want to continue to build a business that we can all be proud of, with a focus on five stakeholders: clients, people, partners, communities and shareholders.

To ensure we live up to our mission and purpose we focus on five fundamental principles that have driven our award-winning success to date, namely:

• Caring deeply about our people

• Caring deeply about our clients

• Developing differentiated and valuable product, service and solution offerings

• Driving operational success through our processes, systems and methodologies and a mindset of continual improvement

• Continuing to grow organically and profitably

At Natilik we care about everyone as an individual, as a human being, not just as an employee and try and treat people as such. An organisation that can align the performance, goals, beliefs and values of its people to the business goals, beliefs and values of the company can achieve amazing things. We want everyone to fulfil their potential. We want people to be able to grow and develop throughout their career and enjoy a wide range of opportunities. We believe that we can always learn new things, develop and grow as individuals and as teams. We support a working environment which encourages positive change and embracing new challenges. Not only does this ensure our clients receive the best delivery and service but importantly we know this is key to our people’s satisfaction at Natilik. 

The role

Natilik is seeking a highly driven and experienced Account Director to join our Engage team. The Account Director is responsible for owning and growing Customer Engagement (CE) relationships within named existing clients, ensuring retention, expansion, and measurable value realisation from AI-driven customer engagement solutions. This role is focused on protecting and expanding CE ACV, engaging beyond IT into business and operational stakeholders, and positioning Natilik as a strategic partner in digital, AI and customer engagement transformation. An Account Director is a senior, autonomous seller and strategic account leader, operating at Level 5–6 capability. The individual is expected to own complex client relationships end-to-end, lead enterprise account strategy, and consistently deliver high-impact commercial outcomes. They operate as a trusted advisor, influencing client strategy and shaping AI and digital CX direction, while leading virtual teams across Sales, Design, Transition, and Managed. In A+ CE clients, the Account Director acts as the primary strategic owner of the account, setting direction and governing engagement across all stakeholders.

This role requires consistency, accountability, and a relentless focus on value creation, aligned to the Engage Team’s core mission:

To deliver to our clients AI-driven customer engagement that turns technology, data, and AI into real business outcomes.

Role Context

• The role is 100% focused on the Customer Engagement (CE) technology stack; no responsibility exists outside of this domain

• Within A+ category Customer Engagement clients, full strategic account ownership sits with Natilik Engage

• The primary strategic objective is to lead a cross-functional team that jointly owns the client innovation backlog

• The Account Director must ensure Natilik is positioned to own, shape, and prioritise this backlog, recognising that control of the backlog equates to control of the client relationship and direction of spend

Defining Success

• Retain and grow CE revenue within accounts

• Build and convert pipeline aligned to business outcomes

• Drive adoption, expansion, and long-term client value

Core Responsibilities

1. Client Ownership & Growth 

• Own Customer Engagement strategy across assigned accounts, including retention and expansion

• Act as the strategic account owner within A+ CE clients, driving overall direction and engagement model

• Develop and execute enterprise-level account plans aligned to client business objectives

• Build relationships across Business, Operations, and IT stakeholders up to and including exec leadership within the client

• Drive client advocacy, adoption, and long-term partnership growth

2. Revenue & Pipeline Delivery 

• Maintain a robust pipeline (minimum 3x targets) across short, medium, and long-term horizons

• Identify and create opportunities based on client business goals and AI/digital use cases

• Own and progress complex deals and RFP processes, leading virtual teams to closure

• Consistently exceed revenue and growth targets, delivering meaningful business impact

3. Strategic Engagement 

• Engage clients early in the lifecycle to shape business cases, use cases, and value narratives

• Position Natilik across:

  -AI-driven customer engagement

  -Contact centre transformation

  -Digital and automation strategies

• Ensure Natilik is involved before solution preference is formed, avoiding late-stage engagement risk

• Lead the team that owns creation, ownership, and governance of a prioritised client innovation backlog, ensuring Natilik is central to all future change, investment decisions, and execution sequencing

• Establish Natilik as the co-owner and primary influencer of backlog prioritisation, aligning business outcomes, technology roadmaps, and commercial opportunities

4. Value Realisation & Client Success 

• Ensure clients realise measurable business outcomes from their CE investments

• Lead conversations on:

  Efficiency gains

  Customer experience improvement

  AI adoption and impact

  Drive renewal strategies and expansion opportunities through value-led engagement

5. Operating Rhythm & Governance 

• Execute a structured engagement cadence with clients:

  -Bi-weekly delivery alignment

  -Monthly service and innovation reviews

  -Quarterly strategic alignment

  -Annual commercial and roadmap planning

• Ensure all client engagement results in clear next steps, pipeline progression, and Salesforce updates

6. Internal Leadership & Collaboration 

• Lead cross-functional teams across Sales, Design, Transition, and Manage

• Act as a central point of alignment for all CE activity within the account

• Drive effective collaboration with:

  -Solution Architects and Design teams

  -Service Delivery & Client Success Managers

  -Strategic partners

Required experience & skills

• Minimum 5 years’ direct experience selling Customer Engagement solutions and services into existing accounts. 

• Demonstrable track record of revenue growth and overachievement through upselling and expanding within a customer base. 

• In-depth understanding of the Customer Engagement landscape.

• Experience navigating and influencing complex stakeholder groups within client organisations. 

• Excellent communication, relationship-building, and commercial negotiation skills. 

• Familiarity with account planning and customer success strategies. 

Benefits

Natilik offers a series of benefits and perks designed to support your personal and professional growth, while fostering a thriving and rewarding work environment. We recognise the importance of contributing to our people's well-being, job satisfaction, and work-life balance and remain committed to doing so. This is why we offer:

• 25 days annual leave (+ bank holidays) rising with tenure

• Quarterly Awards and Bonuses

• Flexible Working Policy

• Competitive pension scheme

• Access to Financial Wellness support

• Industry-leading home working and mobility technology

• Private Medical Insurance

• Company shares (available after One year tenure)

• Medicash (Cashback Scheme)

• Retail discounts via Medicash

• Access to EAP scheme for you and your household

• Vehicle lease salary sacrifice scheme (available after One year tenure)

• Cycle to Work Scheme

• Annual paid volunteering day

• Enhanced parental leave

• Access to funding for additional qualifications and courses

• Access to paid study leave

Natilik Diversity & Inclusion

At Natilik we know it's crucial that our people reflect the diversity of our clients around the world. And we know that having people from all walks of life makes us a more creative and innovative company. That variety of experience, culture and background allows our teams to be better.  We make sure we do whatever we can to support our people too: making them feel valued and included and unlocking their potential is essential. We're incredibly proud of our diversity.