Account Director (AI Driven Customer Engagement)

About Natilik

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.

Our Principles

• 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

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 to drive client value and commercial growth