Account Manager

Role Description

• Primary relationship holder for an account; owns, leads and manages revenues and sold margins on the accounts
• Strengthens relationships with existing clients, and maintains a strong pipeline for growth through renewals & new selling new offerings to the existing clients
• Build in-roads in existing accounts to cross-sell offerings and expand EN revenues

Job Specifications & Requirements

• At least 12 years of experience in client-facing roles or account leadership within IT professional services or management consulting.
• Proven experience with global service delivery models, adept at managing cross-regional operations.
• Skilled in overseeing and expanding client P&L, with a strong background in reporting and performance metric assessment for accounts.
• Deep expertise in the vertical industry is essential.
• Proficient in selling across various service lines, including Infrastructure, Digital Services, and Application Services.
• Outstanding communication skills, capable of effectively engaging with stakeholders across all levels, both within the company and in client organizations.
• Exceptionally detail-oriented, with the ability to manage and coordinate all aspects of complex projects.

Key Responsibilities 

Drive account growth with focus on renewals and selling new offerings

• Collaborate with Vertical Leaders, Practitioner Sales, Client Delivery Leads to identify services/ offerings / value proposition to take to the customer based on client requirement
• Drive renewal through overall pursuit strategy, solution due diligence /contract assurance review via coordination with Client Delivery Manager
• Identify opportunities for cross-sell and areas of growth within existing accounts by collaborating with Client Delivery Manager
• Develop negotiation strategy & negotiate contract / agreement; work with Bid Managers to draft SoW for contract with collaboration with Solution Architect/ Practitioner Sales/Client Delivery Lead; participate in win/loss review

Orchestrate account governance activities

• Develop robust account plan with inputs from Client Delivery Lead and Practitioner Sales
• Determine review cadence and KPIs to be monitored with Client Delivery Lead 

Drive customer satisfaction along with Delivery team by being primary relationship holder with account stakeholders

• Become a trusted client partner by empathizing and gaining trust of the clients. Walk the halls; develop discussion docs. to take to the client; understand customer requirements 
• Jointly responsible to maintain customer satisfaction; track and report CSAT / NPS
• Primary client contact for all escalations

Coordinate and act as conduit for overall delivery and operational excellence for the account including financial planning & tracking

• Coordinate with Delivery team to ensure high quality delivery – conduct joint discussions for implementation, delivery and contractual obligations
• Monitor cost metrics for an account - with inputs from Client Delivery Managers of individual projects
• Identify margin improvement initiatives and coordinate with Delivery Managers/ PMs to execute and implement these initiatives

Key Interfaces

• Develop account strategy, prioritize offerings in consultation with Practitioner sales and Client Delivery Lead
• Orchestrate account performance reviews, status update, timeline adherence, SLA adherence etc. along with Client Delivery Lead 
• Provide input to finance on financial forecasting of account revenue. Validation of invoice generated by finance team and collection follow-ups Internal account-level reporting (if applicable) along with Vertical Bid Management Executive