Associate Manager

JOB RESPONSBILITIES

• Own the
  complete customer relationship — ensuring high satisfaction, retention,
  and engagement.
  
• Track and
  improve VOC (Voice of Customer) and NPS (Net Promoter Score) metrics.
  
• Drive timely
  resolution of VOC issues and maintain closure reports.
  
• Manage RED
  customers proactively to ensure recovery and retention.
  
• Lead
  stakeholder interactions, identifying and addressing gaps in customer
  connect.
  
• Plan and
  execute customer meetups, events, and festive engagements to enhance
  relationships.
  
• Drive
  congratulatory communication and client recognition on key milestones.
  
• Onboard new
  customers and ensure smooth transition to delivery teams.
  
• Drive AMC
  renewals and manage customer lifecycle success.
  
• Ensure NPS
  tracking, feedback analysis, and issue resolution.
  

 Account Strategy

• Drive account
  retention and risk analysis to ensure long -term stability.
  
• Identify and
  pursue growth opportunities through ECNB, upselling, and cross -selling.
  
• Initiate and
  manage growth -related change requests in collaboration with delivery and
  business teams.
  
• Develop and
  execute account strategies that align with customer objectives and
  organizational goals.
  

 Nurture Customer
Relationships

• Build
  trust -based relationships through consistent communication and
  engagement.
  
• Understand
  customer requirements, business objectives, and operational challenges.
  
• Serve as the
  key liaison between customer stakeholders and internal teams to ensure
  satisfaction and value delivery. 
  

Contract &
Financial Governance

• Manage and
  track AMC renewals, aging, and payment follow -ups.
  
• Oversee AMC
  contracts and related addendums.
  
• Drive Escrow
  renewals or initiate new ones as required.
  
• Manage
  contractual renewals for expiring agreements, ensuring continuity.
  
• Maintain and
  update the customer dashboard with account status, renewals, and
  financial insights.
  
• Ensure
  compliance and accuracy in all aspects of contract management and
  governance.
  

Delivery &
Program Excellence

• Lead program
  delivery excellence, ensuring projects meet quality, schedule, and
  budget goals.
  
• Oversee project
  financials, cost tracking, and profitability.
  
• Plan and
  monitor team utilization across projects.
  
• Ensure seamless
  execution through coordination with internal teams and external
  stakeholders.
  
• Support vendor
  management, procurement, and contract negotiations.
  
• Track and
  report program progress using Microsoft Project (MSP) and related tools.
  

Growth &
Expansion

• Identify
  opportunities for account expansion and connect elevation.
  
• Drive reference
  ability, customer testimonials, and case study participation.
  
• Collaborate
  with business and delivery leadership to create growth plans for
  strategic accounts.