Account Delivery Manager
Objective
Drive client outcomes and account growth by leading the stakeholder, change, and adoption work that turns AI transformation into measurable value and positions Neurons Lab as a premier AI enablement partner for enterprises in regulated industries.
Key Responsibilities
1) Account Growth & Customer Success
- Expansion Revenue: Generate ≥2 expansion opportunities per account per quarter through consultative selling.
- Executive Relationships: Own C-suite relationships; lead monthly business reviews, quarterly steering committees, and executive presentations as a trusted AI transformation advisor.
- Customer Success: Own value realization, customer health, NPS/CSAT, escalation, and renewal across the portfolio.
- Account Strategy: Run account plans for 3–5 portfolios — quarterly reviews, multi-threaded stakeholder maps, competitive positioning.
2) Stakeholder, Change & Adoption Leadership
- Stakeholder Management: Map and orchestrate complex networks across sponsors, business owners, IT, compliance, procurement, and end users; resolve conflicts and keep alignment.
- Change Leadership: Run the stakeholder analysis, communications, training, and behavioral change work that makes AI deliverables stick.
- Executive Communication: Compress complex technical and business issues into the smallest defensible message — written, verbal, on slides.
3) Delivery Oversight
- Outcome Accountability: Own client-facing engagement health and >4.0 CSAT; Engagement Managers and tech leads handle day-to-day mechanics.
- Cross-Functional Coordination: Partner with AI engineers, architects, and specialists on resource allocation, risk visibility, and outcome tracking.
- Risk & Quality: Identify and mitigate engagement risks; align success criteria and ROI tracking with each client.
What We Offer
- Competitive compensation — monthly salary plus up to 6% of the expansion revenue you generate.
- Fully remote — work from anywhere in the eligible country list; outcomes over attendance.
- Hybrid hours — bridge UK and US business hours; anchor overlap with Chicago and New York.
- Unlimited PTO.
- Full-time contractor engagement with a fast-growing AI consultancy at the forefront of enterprise transformation.
Capabilities
- Change Management — proven enterprise change and adoption experience.
- Stakeholder Management — navigates multi-stakeholder enterprise environments; builds trust across executive, business, and technical lines.
- Executive Presentation Skills — credible in front of CIOs, CROs, COOs, CEOs, CTOs; decks as strategic artifacts.
- Communication — exceptional written and verbal English; compresses complexity for executives.
- Customer Success Management — health, value realization, escalation, renewals.
- Account Management — multi-threaded relationships, expansion playbook, sales partnership.
- Leadership & Ownership — leads cross-functional teams; full accountability for account outcomes.
- AI/ML Awareness — strong working understanding; conversant with engineering and data teams.
Experience
- Senior client-facing experience (5+ years) — customer success, account management, engagement management, or consulting.
- Project Management exposure (3+ years) — working knowledge of Agile, Scrum, or structured delivery frameworks.
- Regulated industry (must-have) — direct client work in financial services, insurance, healthcare, life sciences, pharma, energy/utilities, or government; understands how regulation, compliance, and procurement shape decisions.
- Change & stakeholder management track record — proven leadership of change, adoption, and complex stakeholder dynamics inside enterprise clients.
- Business development (2+ years) — track record in identifying and closing expansion.
- AI/ML or data product exposure — conversant with delivery teams; you don't need to code, but must hold your own technically.
- US and UK market coverage (must-have) — proven experience with both US and UK enterprise clients; reliable overlap with Chicago (CT) and New York (ET).
Nice to have
- FSI experience — banking, capital markets, insurance, asset management.
- Change management certification — Prosci/ADKAR, Kotter, or equivalent.
- AI consulting / SI background.
