Senior Account Manager - Implementation

ABOUT THE ROLE

As a Senior Account Manager at Raccoon AI, you will own the end-to-end implementation of our AI solutions for enterprise clients across a wide range of industries. From kickoff to go-live and beyond, you are the person clients rely on to translate their business challenges into a working AI deployment — and to unblock them when something gets in the way.

This is an implementation and adoption-focused role. You will not be responsible for renewals or commercial negotiations; those sit with our Sales team. Your mandate is to make every client successful with the product.

Many of our clients operate in fully English-speaking environments, so you will regularly run discovery sessions, workshops, and problem-solving discussions entirely in English.

WHAT YOU'LL DO

• Own implementation end to end. Lead requirement discovery, project scoping, timeline planning, workflow design, and go-live execution for AI system deployments.
• Translate business needs into AI solutions. Analyze each client's industry context, operational pain points, and use cases, then recommend the right application strategy and configuration.
• Solve problems on the ground. Diagnose and resolve issues clients encounter during onboarding and rollout — technical, process, or change-management related — and drive them to closure.
• Act as the bridge to Product and R&D. Consolidate client feedback into clear, actionable input for internal teams, and advocate for the fixes and enhancements that matter most.
• Track adoption and performance. Monitor usage data and outcome metrics, deliver regular optimization recommendations, and help clients realize measurable business value from AI.
• Build trusted relationships. Serve as a consultative partner to client stakeholders, from day-to-day users to executive sponsors, and expand the scope of AI adoption over time.
• Manage a portfolio. Run multiple implementations in parallel, with clear ownership of timelines, priorities, and stakeholder communication.

WHAT YOU'LL NEED

• 3+ years of experience in account management, customer success, implementation consulting, or project management within SaaS or the software industry.
• Fluent professional English (spoken and written). You must be able to lead client meetings, handle objections, and work through complex technical or operational problems entirely in English.
• Proven track record of managing software or system implementations from kickoff through go-live.
• Strong requirements-gathering and problem-solving skills, with the ability to plan and drive projects independently.
• Excellent communication and stakeholder management skills across both client-side and cross-functional internal teams.
• Ability to manage multiple concurrent projects while maintaining quality, timelines, and priorities.

NICE TO HAVE

• Experience implementing AI, automation, or data-driven products.
• Exposure to enterprise clients or regulated industries.
• Familiarity with APIs, integrations, or system architecture concepts (you don't need to code, but you should be comfortable in technical conversations).
• Mandarin proficiency for collaboration with local teams and clients.

WHO YOU ARE

• A quick study. You absorb new products, industries, and client contexts fast — and you use AI tools to accelerate that learning.
• Solution-oriented. You enjoy fast-paced, multi-threaded work and get satisfaction from turning a stuck client into a successful one.
• Detail-driven and accountable. You proactively track progress and make sure nothing falls through the cracks.
• Clear under pressure. You can take a messy, ambiguous client problem and turn it into a structured plan that everyone understands.