We are seeking an experienced and dynamic Account Manager to lead strategic customer relationships and drive end -to -end account success. The ideal candidate will bring a strong foundation in software delivery and program management, ready to take ownership of key client accounts.
As an Account Manager, you will act as a trusted advisor to our customers — ensuring engagement continuity, satisfaction, and value realization while driving renewals, expansions, and overall account growth.
JOB RESPONSBILITIES
Account Management & Customer Success
• 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.
Requirements
Qualifications
• Bachelor’s degree in engineering, Computer Science, Marketing, or related field.
• MBA/PGDBM (Sales / Marketing) preferred , PMP certification preferred.
Skills:
• 14 to 18 years of overall experience, with strong exposure to Customer Relationship Management.
• Proven experience managing large enterprise accounts
• Hands -on expertise in project financials, profitability management, and effort/schedule variance tracking.
• Strong skills in stakeholder management, contract governance, and vendor oversight.
• Proficiency in Microsoft Project (MSP) and related tracking tools.
• PMP certification preferred.
• Excellent leadership, mentoring, and communication skills.
• Ability to work independently while fostering collaboration across cross -functional teams.
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