[Hiring] Enterprise Account Manager @Harper

Role Description

You own retention and growth across a focused book of Harper's most strategic enterprise accounts, with revenue targets tied to renewals and expansion. Strong relationships on the customer side and inside Harper mean you're the first to know when something isn't going to plan, and your project management discipline gets it back on track.

This is not a technical support role. Harper's engineers, forward-deployed engineers, and partner support teams own the technical work. You orchestrate them: route each ask through the right process, bring in the right people before the customer has to ask, and make sure nothing falls between the customer, Harper, and our partners. You'll need enough product fluency to match Harper's capabilities to a customer's business needs and to recognize when an issue needs engineering.

The best person for this seat has grown large, multi-stakeholder enterprise accounts and has the renewal and expansion numbers to show for it. You're a highly organized operator who takes personal ownership of outcomes. You write a clear weekly update without being asked, you prepare a day ahead rather than an hour ahead, and you spot the next expansion opportunity before the customer's team does.

What you'll do

• Own the account
  • Be the single accountable owner for some of our most strategic enterprise accounts, from day-to-day status through renewal and expansion, partnering with Sales leadership on pricing and approvals.
  • Know each account cold and keep a written plan for it: history, champions, what was piloted and promised, open commitments, risks, renewal date, and expansion opportunities.
  • Keep a finger on the pulse of every live implementation. Track adoption and usage, and make sure customers get full value from Harper so it never becomes shelfware.
  • Stay relevant as customer priorities shift. Know their roadmap, connect Harper to their new initiatives, and advocate for what's right for their architecture.
• Run the work like a project manager
  • Run active customer initiatives (pilots, upgrades, migrations, rollouts) with a clear plan, owners, and dates, and track every open item to closure. When a follow-up is owed, it goes out within one business day.
  • Flag risk early and loudly. If a deal, pilot, or deliverable is stalled on the customer, a partner, or Harper, you say so in the right channel and keep pushing until it moves.
  • Keep a steady operating rhythm: agendas sent ahead of every customer and internal sync, notes and action items sent the same day, and a Monday plan and Friday wrap-up to the team each week.
• Manage relationships across three sides
  • Build multi-threaded relationships with champions, executives, procurement, and project leads at each customer, and navigate reorgs and leadership changes so every account always has an active champion and executive sponsor.
  • Partner with our channel partners' account teams as true co-owners. Keep them informed on scope, services, and billing, and build the relationship before you need it.
  • Coordinate commercial items such as professional services scopes, SOWs, and contracts, so work is never delivered without paper.
• Orchestrate Harper's internal team
  • Route technical questions through the established support and escalation paths, and bring the right Harper experts into customer conversations, brief them in advance, and own the follow-up afterward.
  • Write customer-facing documents (responses, recaps, QBR decks, and proposals) that are accurate, complete, and reviewed before they go out.
  • Bring customer feedback, references, and case studies back to Product and Marketing.

Qualifications

• 6+ years managing enterprise accounts in B2B software with Fortune 500 customers, multiple stakeholders per account, and a track record of negotiating renewals and expansions against a quota.
• Real project management experience: you have run customer rollouts, pilots, or implementations with plans, owners, dates and status reporting.
• Experience working with or through channel partners, resellers, or alliance partners on shared accounts.
• Excellent communication skills. Your recaps, updates, and customer documents are clear, accurate and ready to send.
• You can connect a customer's goals to the right product capabilities and spot expansion opportunities from their technical roadmap.
• Fluency with a CRM and a project tracker (for example, HubSpot or Salesforce, and Asana).
• Experience at a startup or small team, where you built the process instead of waiting for one.

Requirements

• Experience with data infrastructure, CDN, cloud or developer platforms.
• Accounts in retail, e-commerce, media or telecom.
• Experience scoping and contracting professional services or SOWs.
• A PMP, CSM or similar project management credential.

This role is not for you if

• You prefer hunting new logos over growing within existing customers.
• You need a manager to remind you about follow-ups or deadlines.
• You would rather escalate a problem than own it.
• You prefer a slower-paced environment where the day-to-day is predictable. Here, priorities shift with customer needs, and you'll be juggling several accounts and initiatives at once.

Compensation and benefits

• Base salary: $125,000–$145,000, depending on experience
• On-target earnings: $250,000 at 100% of plan
• Commission: uncapped, with accelerators above quota
• Equity, health benefits and a 401(k).
• Fully remote, with occasional travel to customer sites and team meetups.

Interview process

• 30-minute screen with People Operations.
• 45-minute conversation with the hiring manager.
• 60-minute working session: you get a mock account brief and present a 30-day plan, a risk log and a customer follow-up email.
• 45-minute panel with an engineer and a partner-facing teammate.
• 30-minute conversation with Harper leadership.

What success looks like

• By 90 days, every account you own has a current written plan, a known renewal path and no surprises.

Timeframe

• 30 days
  • Met every key stakeholder at each account and partner. Written history and stakeholder map for each account. Weekly Monday/Friday updates running.
• 60 days
  • Account plan and open-items tracker live for every account. Running the recurring customer syncs yourself. Every in-flight services engagement has signed paper or a dated path to it.
• 90 days
  • Leading at least one active customer initiative to its milestones. Partner account teams engaged on every shared account. One expansion opportunity qualified and in the pipeline.
• 12 months
  • Renewals closed on time. Expansion bookings against the agreed target. At least one customer reference or case study delivered to Marketing.

How we'll measure it

• Gross and net revenue retention on your book
• Expansion bookings against target
• Follow-ups and weekly updates sent on time
• Risks flagged before they slip a date, not after
• Feedback from the customer, partner reps and Harper engineering on how easy you are to work with