Account Manager - Enterprise Cloud Communications

About the role

A growing communications technology company in Tbilisi is looking for an Account Manager to manage and grow its portfolio of existing enterprise and service provider customers. The company helps enterprises and technology providers modernize customer engagement through cloud communications, voice, messaging, Microsoft Teams, WhatsApp, Conversational AI and programmable communication solutions. You will act as the primary commercial point of contact, drive retention and revenue growth, and work closely with Customer Support, Product, Solutions Engineering and Leadership teams. The role is full-time, hybrid or remote.

Key responsibilities

• Manage and develop relationships with existing enterprise and service provider customers
• Act as the primary commercial point of contact for assigned accounts
• Conduct regular account reviews and strategic business reviews
• Understand customer objectives and identify opportunities to deliver additional value
• Develop account growth strategies and long-term account plans
• Drive customer retention and minimize churn
• Identify upsell and cross-sell opportunities across the product portfolio
• Support commercial negotiations, renewals and account expansion initiatives
• Monitor customer satisfaction, engagement and account health
• Collaborate with Customer Support, Product and Solutions Engineering teams to resolve customer needs
• Provide market and product feedback internally and build relationships with key stakeholders
• Maintain accurate CRM records, account forecasts and commercial reporting
• Support customer advocacy initiatives such as case studies, testimonials and marketing activities

Required profile

• 3-5+ years of experience in Account Management, Customer Success, Business Development or Sales
• Experience in Telecom, SaaS, CPaaS, CCaaS, UCaaS, Cloud Communications or related technology sectors
• Proven experience managing and growing enterprise customer accounts
• Strong commercial mindset with experience driving customer retention and revenue growth
• Fluent English

Required skills

• Strategic account reviews and account planning
• Negotiation and presentation skills
• CRM systems and sales pipeline management
• Relationship building and stakeholder management
• Communication and problem-solving; self-motivated and able to work independently and in a team