VP Account Management

Vice President, Account Management

Job Summary

The Vice President, Account Management is responsible for leading a team of Account Executives who manage and grow ACI's most strategic customer relationships. This leader owns the overall commercial relationship across a designated portfolio of enterprise customers, with accountability for customer retention, renewal execution, expansion, executive engagement, and long-term revenue growth.

Serving as the senior commercial owner of assigned accounts, the VP develops and executes multi-year account strategies designed to maximize customer value, strengthen strategic partnerships, and expand ACI's footprint across the customer organization.

Working in partnership with Product, Services, Revenue Operations, and New Business Development teams, the VP drives sustainable revenue growth through account expansion, cross-sell opportunities, and successful renewal outcomes. The VP retains overall ownership of the customer relationship and account growth strategy, and partners with New Business Developers to expand our customer relationships with new applications.

This role is responsible for achieving renewal, retention, expansion, and net revenue growth objectives across a portfolio of ACI's banking, issuing, and processing customers. The VP is expected to leverage AI-enabled insights, predictive analytics, and emerging digital technologies to improve customer retention, identify growth opportunities, increase forecasting accuracy, strengthen executive engagement, and enhance the effectiveness of strategic account planning and commercial execution.

Key Responsibilities

Strategic Account Ownership

• 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.

Revenue Retention & Expansion

• 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.

Commercial Leadership

• 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.

Expansion & New Opportunity Orchestration

• 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.

Cross-Functional Leadership

• 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.

Team Leadership

• 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.

AI Leadership & Commercial Innovation

• 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.

Success Measures

The VP will be measured on:

• Customer Satisfaction
• Revenue Growth
• Renewals
• Net Revenue Retention (NRR)
• Gross Revenue Retention (GRR)
• Forecast Accuracy
• Executive Relationship Effectiveness
• Customer Retention
• Account Profitability
• AI Adoption and Digital Commercial Effectiveness

Knowledge, Skills & Experience Required

• 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.

Preferred Experience

• 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.

Core Capabilities:

We seek colleagues who embody our core capabilities — these shape our culture and enable us to make a meaningful impact together:

• Ensure Accountability: holding self and others accountable to meet commitments.

• Drives Results: consistently achieving results, even under tough circumstances.

• Customer Focus: building strong customer relationships and delivering customer-centric solutions.

• Cultivate Innovation: creating new and better ways for the organization to be successful.

• Collaborates: building partnerships and working collaboratively with others.

• Courage: stepping up to address difficult issues, saying what needs to be said.

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.

In return for your expertise, we offer opportunities for growth, career development, and a competitive compensation and benefits package—all within an innovative and collaborative work environment.

Are you ready to help us transform the payments ecosystem? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com or careers.aciworldwide.com, requisition #19532

ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally.

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