Enterprise Account Manager

Harper is one runtime for any workload. We combine database, cache, application logic, real-time messaging, and APIs into a single process, so enterprise teams can retire a stack of point solutions and serve data in about a millisecond. Brands like Macy's, Ralph Lauren, Verizon, HP, Ford and Bass Pro Shops run on Harper, and we sell and deliver alongside partners including Akamai.

www.harper.fast

You own retention and growth across a focused book of Harper’s most strategic enterprise accounts, with revenue targets tied to renewals and expansion. Strong relationships on the customer side and inside Harper mean you’re the first to know when something isn't going to plan, and your project management discipline gets it back on track.

This is not a technical support role. Harper’s engineers, forward-deployed engineers, and partner support teams own the technical work. You orchestrate them: route each ask through the right process, bring in the right people before the customer has to ask, and make sure nothing falls between the customer, Harper, and our partners. You’ll need enough product fluency to match Harper’s capabilities to a customer’s business needs and to recognize when an issue needs engineering.

The best person for this seat has grown large, multi-stakeholder enterprise accounts and has the renewal and expansion numbers to show for it. You’re a highly organized operator who takes personal ownership of outcomes. You write a clear weekly update without being asked, you prepare a day ahead rather than an hour ahead, and you spot the next expansion opportunity before the customer’s team does.

Own the account

• Be the single accountable owner for some of our most strategic enterprise accounts, from day-to-day status through renewal and expansion, partnering with Sales leadership on pricing and approvals.
• Know each account cold and keep a written plan for it: history, champions, what was pilated and promised, open commitments, risks, renewal date, and expansion opportunities.
• Keep a finger on the pulse of every live implementation. Track adoption and usage, and make sure customers get full value from Harper so it never becomes shelfware.
• Stay relevant as customer priorities shift. Know their roadmap, connect Harper to their new initiatives, and advocate for what’s right for their architecture.

Run the work like a project manager

• Run active customer initiatives (pilots, upgrades, migrations, rollouts) with a clear plan, owners, and dates, and track every open item to closure. When a follow-up is owed, it goes out within one business day.
• Flag risk early and loudly. If a deal, pilot, or deliverable is stalled on the customer, a partner, or Harper, you say so in the right channel and keep pushing until it moves.
• Keep a steady operating rhythm: agendas sent ahead of every customer and internal sync, notes and action items sent the same day, and a Monday plan and Friday wrap-up to the team each week.

Manage relationships across three sides

• Build multi-threaded relationships with champions, executives, procurement, and project leads at each customer, and navigate reorgs and leadership changes so every account always has an active champion and executive sponsor.
• Partner with our channel partners' account teams as true co-owners. Keep them informed on scope, services, and billing, and build the relationship before you need it.
• Coordinate commercial items such as professional services scopes, SOWs, and contracts, so work is never delivered without paper.

Orchestrate Harper's internal team

• Route technical questions through the established support and escalation paths, and bring the right Harper experts into customer conversations, brief them in advance, and own the follow‑up…