At a Glance
- Tasks: Lead AI-driven customer engagement strategies and build strong client relationships.
- Company: Join Natilik, a forward-thinking company focused on innovation and client success.
- Benefits: Enjoy 25 days annual leave, flexible working, and opportunities for professional development.
- Other info: Diverse and inclusive workplace with a focus on personal growth and well-being.
- Why this job: Be a strategic partner in transforming customer engagement with cutting-edge AI solutions.
- Qualifications: 5+ years in AI customer engagement sales and strong relationship-building skills.
The predicted salary is between 70000 - 90000 £ per year.
Our mission is two-fold: growing a brand that is seen as the industry’s “Confident Guide” and building a business with a balanced purpose. We want to be a “Confident Guide”, sat between the vendors, who make technology, and our clients who want to use it to help deliver the outcomes most important to them. We offer solutions, services, platforms, applications and expertise to help.
We might help our clients in a simple way, such as supplying them with the ‘equipment’ they know they already need. Alternatively, they might want to partner with us and allow us to fill holes in their understanding. Or they might want us to take care of everything, helping to agree on the destination and guiding them every step of the way. From the small and simple, to the large and complex, we want a life‑long partnership, a company our clients can rely on. We also want to continue to build a business that we can all be proud of, with a focus on five stakeholders: clients, people, partners, communities and shareholders.
To ensure we live up to our mission and purpose we focus on five fundamental principles that have driven our award‑winning success to date, namely:
- Caring deeply about our people
- Caring deeply about our clients
- Developing differentiated and valuable product, service and solution offerings
- Driving operational success through our processes, systems and methodologies and a mindset of continual improvement
- Continuing to grow organically and profitably
At Natilik we care about everyone as an individual, as a human being, not just as an employee and try and treat people as such. An organisation that can align the performance, goals, beliefs and values of its people to the business goals, beliefs and values of the company can achieve amazing things. We want everyone to fulfil their potential. We want people to be able to grow and develop throughout their career and enjoy a wide range of opportunities. We believe that we can always learn new things, develop and grow as individuals and as teams. We support a working environment which encourages positive change and embracing new challenges. Not only does this ensure our clients receive the best delivery and service but importantly we know this is key to our people’s satisfaction at Natilik.
The role
Natilik is seeking a highly driven and experienced Account Director to join our Engage team. The Account Director is responsible for owning and growing Customer Engagement (CE) relationships within named existing clients, ensuring retention, expansion, and measurable value realisation from AI‑driven customer engagement solutions. This role is focused on protecting and expanding CE ACV, engaging beyond IT into business and operational stakeholders, and positioning Natilik as a strategic partner in digital, AI and customer engagement transformation. An Account Director is a senior, autonomous seller and strategic account leader, operating at Level 5–6 capability. The individual is expected to own complex client relationships end‑to‑end, lead enterprise account strategy, and consistently deliver high‑impact commercial outcomes. They operate as a trusted advisor, influencing client strategy and shaping AI and digital CX direction, while leading virtual teams across Sales, Design, Transition, and Managed. In A+ CE clients, the Account Director acts as the primary strategic owner of the account, setting direction and governing engagement across all stakeholders.
This role requires consistency, accountability, and a relentless focus on value creation, aligned to the Engage Team’s core mission:
To deliver to our clients AI‑driven customer engagement that turns technology, data, and AI into real business outcomes.
Role Context
- The role is 100% focused on the Customer Engagement (CE) technology stack; no responsibility exists outside of this domain.
- Within A+ category Customer Engagement clients, full strategic account ownership sits with Natilik Engage.
- The primary strategic objective is to lead a cross‑functional team that jointly owns the client innovation backlog.
- The Account Director must ensure Natilik is positioned to own, shape, and prioritise this backlog, recognising that control of the backlog equates to control of the client relationship and direction of spend.
Defining Success
- Retain and grow CE revenue within accounts.
- Build and convert pipeline aligned to business outcomes.
- Drive adoption, expansion, and long‑term client value.
Core Responsibilities
- Client Ownership & Growth
- Own Customer Engagement strategy across assigned accounts, including retention and expansion
- Act as the strategic account owner within A+ CE clients, driving overall direction and engagement model
- Develop and execute enterprise‑level account plans aligned to client business objectives
- Build relationships across Business, Operations, and IT stakeholders up to and including exec leadership within the client
- Drive client advocacy, adoption, and long‑term partnership growth
- Maintain a robust pipeline (minimum 3x targets) across short, medium, and long‑term horizons
- Identify and create opportunities based on client business goals and AI/digital use cases
- Own and progress complex deals and RFP processes, leading virtual teams to closure
- Consistently exceed revenue and growth targets, delivering meaningful business impact
Strategic Engagement
- Engage clients early in the lifecycle to shape business cases, use cases, and value narratives
- Position Natilik across:
- Digital and automation strategies
- Ensure Natilik is involved before solution preference is formed, avoiding late‑stage engagement risk
- Lead the team that owns creation, ownership, and governance of a prioritised client innovation backlog, ensuring Natilik is central to all future change, investment decisions, and execution sequencing
- Establish Natilik as the co‑owner and primary influencer of backlog prioritisation, aligning business outcomes, technology roadmaps, and commercial opportunities
- Ensure clients realise measurable business outcomes from their CE investments
- Lead conversations on:
- Customer experience improvement
- AI adoption and impact
- Drive renewal strategies and expansion opportunities through value‑led engagement
Operating Rhythm & Governance
- Execute a structured engagement cadence with clients:
- Bi‑weekly delivery alignment
- Monthly service and innovation reviews
- Quarterly strategic alignment‑Annual commercial and roadmap planning
- Ensure all client engagement results in clear next steps, pipeline progression, and Salesforce updates
Internal Leadership & Collaboration
- Lead cross‑functional teams across Sales, Design, Transition, and Manage
- Act as a central point of alignment for all CE activity within the account
- Drive effective collaboration with:
- Solution Architects and Design teams
- Service Delivery & Client Success Managers
- Strategic partners
Required experience & skills
- Minimum 5 years’ direct experience selling AI driven Customer Engagement solutions into existing accounts.
- Demonstrable track record of revenue growth and overachievement through upselling and expanding within a customer base.
- In‑depth understanding of the AI and Customer Engagement landscape.
- Experience navigating and influencing complex stakeholder groups within client organisations.
- Excellent communication, relationship‑building, and commercial negotiation skills.
- Familiarity with account planning and customer success strategies.
Benefits
Natilik offers a series of benefits and perks designed to support your personal and professional growth, while fostering a thriving and rewarding work environment. We recognise the importance of contributing to our people’s well‑being, job satisfaction, and work‑life balance and remain committed to doing so. This is why we offer:
- 25 days annual leave (+ bank holidays) rising with tenure
- Quarterly Awards and Bonuses
- Flexible Working Policy
- Access to Financial Wellness support
- Industry‑leading home working and mobility technology
- Private Medical Insurance
- Company shares (available after One year tenure)
- Access to EAP scheme for you and your household
- Vehicle lease salary sacrifice scheme (available after One year tenure)
- Cycle to Work Scheme
- Enhanced parental leave
- Access to funding for additional qualifications and courses
- Access to paid study leave
Diversity & Inclusion
At Natilik we know it's crucial that our people reflect the diversity of our clients around the world. And we know that having people from all walks of life makes us a more creative and innovative company. That variety of experience, culture and background allows our teams to be better. We make sure we do whatever we can to support our people too: making them feel valued and included and unlocking their potential is essential. We’re incredibly proud of our diversity.
Account Director (AI driven Customer Engagement) employer: Natilik
At Natilik, we pride ourselves on being an exceptional employer that values the growth and well-being of our employees. Our supportive work culture fosters collaboration and innovation, while our comprehensive benefits package, including flexible working policies and opportunities for professional development, ensures that you can thrive both personally and professionally. As an Apprentice Renewals Manager, you'll not only gain valuable skills through a Level 3 Business Administration Apprenticeship but also be part of a team that genuinely cares about your success and satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Account Director (AI driven Customer Engagement)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Natilik. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Natilik before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Account Director (AI driven Customer Engagement)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Natilik:Your cover letter is your chance to shine! Tell us why you want to work at Natilik specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Natilik!
How to prepare for a job interview at Natilik
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
