Practice Lead - Operational Technology Security

Company Overview

i2 Group is a global leader in intelligence analysis software, empowering analysts and investigators across defense, national security, law enforcement, and commercial sectors. With a legacy of innovation and a commitment to supporting critical missions, i2 Group delivers cutting‑edge solutions that transform data into actionable intelligence.

Account Manager Position Summary

Location: Remote (US-based) Reports To: VP, Client Operations – Americas Department: Client Operations

As an Account Manager at i2, you will be responsible for the health, retention, and growth of assigned customer accounts. This role is pivotal in ensuring our clients—particularly those in regulated sectors such as defense and national security—derive measurable value from our software and services. You will lead structured engagement, drive renewals and expansion, and act as the voice of the customer within i2. This role requires a strategic mindset, strong relationship‑building skills, and the ability to navigate complex client environments. There may be some travel required for the role.

Key Responsibilities

• Customer Onboarding & Adoption: Ensure a seamless transition from implementation to ongoing account management.
• Drive effective software adoption and realization of customer outcomes.
• Collaborate with Implementation, Training, and Support teams to ensure customer readiness and success.
• Build and maintain trusted relationships with key customer stakeholders, including executive sponsors.
• Lead Quarterly Business Reviews (QBRs), strategic planning sessions, and regular check‑ins.
• Maintain deep understanding of customer goals, challenges, and long‑term strategies.
• Partner with customers to understand how they want to use AI in their workflows, and work with internal teams to determine how i2 can best support them.
• Own renewal strategy, forecasting, and customer communications.
• Monitor customer health indicators and proactively mitigate churn risks.
• Collaborate with Sales and Finance on pricing, contract renewals, and billing alignment.
• Identify and advance upsell and cross‑sell opportunities within existing accounts.
• Analyze usage data and customer feedback to uncover growth potential.
• Partner with Sales to scope, position, and close expansion initiatives.
• Develop and maintain strategic account plans outlining objectives, risks, and growth strategies.
• Provide accurate forecasts and regular reporting on account health, renewal likelihood, and expansion pipeline.
• Present account insights to internal stakeholders to inform product and service strategies.
• Understand and navigate compliance requirements for defense, national security, or other regulated clients (e.g., ITAR, FedRAMP, data security protocols).
• Adapt engagement strategies to align with government procurement processes and security expectations.
• Maintain awareness of industry trends and regulatory developments impacting client operations.
• Share product updates and promote relevant features to drive value.
• Provide structured customer feedback to Product and Delivery teams to inform roadmap planning.
• Champion customer needs internally to ensure alignment with evolving business goals.
• Serve as the primary point of contact for account escalations and complex issues.
• Coordinate resolution efforts across Support, Delivery, and Product teams.
• Maintain accurate CRM documentation and account records.
• Contribute to the evolution of account management best practices and playbooks.
• Identify opportunities to improve customer engagement processes and tools.
• Leverage AI tools to streamline account research, reporting, and customer follow‑up, freeing up more time for proactive customer engagement.
• Share insights and lessons learned across the Account Management team.

Measures of Success

• Renewal rate and churn reduction
• Net Revenue Retention (NRR)
• Upsell and expansion revenue
• QBR completion and stakeholder engagement
• Customer satisfaction (e.g., CSAT, NPS) and health scores
• Forecast accuracy and pipeline visibility
• Referenceable clients and long‑term account growth

Required Qualifications

• Bachelor’s degree in Business, Communications, or related field (or equivalent experience)
• 5+ years of experience in Account Management, Customer Success, or a similar client‑facing role
• Proven ability to manage complex customer relationships, including executive‑level engagement
• Strong organizational and communication skills; able to manage multiple accounts and priorities
• Experience working cross‑functionally with Sales, Product, Support, and Delivery teams
• Proficiency with CRM systems (e.g., Salesforce) and account planning tools
• Analytical mindset with ability to interpret usage data and customer health metrics
• Experience delivering QBRs and structured customer reviews

Preferred Qualifications

• Experience in SaaS, public sector, or regulated industries (e.g., defense, national security, government)
• Familiarity with compliance frameworks such as ITAR, FedRAMP, or NIST standards
• Background in renewal forecasting, expansion strategy, or customer lifecycle management
• Eligibility for U.S. government security clearance (active clearance is a strong plus)
• Experience supporting clients with sensitive or classified operations

Base Pay - $125K - $130K OTE - $160K - $170K

What Success Looks Like

We expect our Account Managers to lead the growth and retention of high‑value accounts, driving measurable impact for both clients and i2 Group, while championing compliance and innovation in our managed services. Success is measured by the metrics outlined above, and by client feedback that highlights value realization.

About Us

i2 Group is a global leader in intelligence analysis software, empowering analysts and investigators across defense, national security, law enforcement, and commercial sectors. With a legacy of innovation and a commitment to supporting critical missions, i2 Group delivers cutting‑edge solutions that transform data into actionable intelligence.