JOB RESPONSBILITIES<\/span><\/span><\/span><\/b>
<\/span><\/p>Account Management\n & Customer Success<\/span><\/span><\/span><\/b>
<\/span><\/div>- Own the\n complete customer relationship \u2014 ensuring high satisfaction, retention,\n and engagement.<\/span><\/span><\/span>
<\/span><\/li>- Track and\n improve VOC (Voice of Customer) and NPS (Net Promoter Score) metrics.<\/span><\/span><\/span>
<\/span><\/li>- Drive timely\n resolution of VOC issues and maintain closure reports.<\/span><\/span><\/span>
<\/span><\/li>- Manage RED\n customers proactively to ensure recovery and retention.<\/span><\/span><\/span>
<\/span><\/li>- Lead\n stakeholder interactions, identifying and addressing gaps in customer\n connect.<\/span><\/span><\/span>
<\/span><\/li>- Plan and\n execute customer meetups, events, and festive engagements to enhance\n relationships.<\/span><\/span><\/span>
<\/span><\/li>- Drive\n congratulatory communication and client recognition on key milestones.<\/span><\/span><\/span>
<\/span><\/li>- Onboard new\n customers and ensure smooth transition to delivery teams.<\/span><\/span><\/span>
<\/span><\/li>- Drive AMC\n renewals and manage customer lifecycle success.<\/span><\/span><\/span>
<\/span><\/li>- Ensure NPS\n tracking, feedback analysis, and issue resolution.<\/span><\/span><\/span>
<\/span><\/li><\/ul> Account Strategy<\/span><\/span><\/span><\/b>
<\/span><\/p>- Drive account\n retention and risk analysis to ensure long\-term stability.<\/span><\/span><\/span>
<\/span><\/li>- Identify and\n pursue growth opportunities through ECNB, upselling, and cross\-selling.<\/span><\/span><\/span>
<\/span><\/li>- Initiate and\n manage growth\-related change requests in collaboration with delivery and\n business teams.<\/span><\/span><\/span>
<\/span><\/li>- Develop and\n execute account strategies that align with customer objectives and\n organizational goals.<\/span><\/span><\/span>
<\/span><\/li><\/ul> Nurture Customer\n Relationships<\/span><\/span><\/span><\/b>
<\/span><\/p>- Build\n trust\-based relationships through consistent communication and\n engagement.<\/span><\/span><\/span>
<\/span><\/li>- Understand\n customer requirements, business objectives, and operational challenges.<\/span><\/span><\/span>
<\/span><\/li>- Serve as the\n key liaison between customer stakeholders and internal teams to ensure\n satisfaction and value delivery. <\/span><\/span><\/span>
<\/span><\/li><\/ul>Contract &\n Financial Governance<\/span><\/span><\/span><\/b>
<\/span><\/p>- Manage and\n track AMC renewals, aging, and payment follow\-ups.<\/span><\/span><\/span>
<\/span><\/li>- Oversee AMC\n contracts and related addendums.<\/span><\/span><\/span>
<\/span><\/li>- Drive Escrow\n renewals or initiate new ones as required.<\/span><\/span><\/span>
<\/span><\/li>- Manage\n contractual renewals for expiring agreements, ensuring continuity.<\/span><\/span><\/span>
<\/span><\/li>- Maintain and\n update the customer dashboard with account status, renewals, and\n financial insights.<\/span><\/span><\/span>
<\/span><\/li>- Ensure\n compliance and accuracy in all aspects of contract management and\n governance.<\/span><\/span><\/span>
<\/li><\/ul>Delivery &\n Program Excellence<\/span><\/span><\/span><\/b>
<\/span><\/p>- Lead program\n delivery excellence, ensuring projects meet quality, schedule, and\n budget goals.<\/span><\/span><\/span>
<\/span><\/li>- Oversee project\n financials, cost tracking, and profitability.<\/span><\/span><\/span>
<\/span><\/li>- Plan and\n monitor team utilization across projects.<\/span><\/span><\/span>
<\/span><\/li>- Ensure seamless\n execution through coordination with internal teams and external\n stakeholders.<\/span><\/span><\/span>
<\/span><\/li>- Support vendor\n management, procurement, and contract negotiations.<\/span><\/span><\/span>
<\/span><\/li>- Track and\n report program progress using Microsoft Project (MSP) and related tools.<\/span><\/span><\/span>
<\/li><\/ul>Growth &\n Expansion<\/span><\/span><\/span><\/b>
<\/span><\/p>- Identify\n opportunities for account expansion and connect elevation.<\/span><\/span><\/span>
<\/span><\/li>- Drive reference\n ability, customer testimonials, and case study participation.<\/span><\/span><\/span>
<\/span><\/li>- Collaborate\n with business and delivery leadership to create growth plans for\n strategic accounts.<\/span><\/span><\/span>
<\/span><\/li><\/ul><\/td><\/tr><\/tbody><\/table><\/div><\/span> Requirements<\/h3>Qualifications<\/span><\/span><\/b>
<\/p>- Bachelor\u2019s\n degree in engineering<\/span><\/span>, Computer Science, Marketing, or related field.<\/span><\/span>
<\/li>- MBA/PGDBM (Sales\n / Marketing) preferred, PMP certification <\/span><\/span>preferred.<\/span><\/span>
<\/li><\/ul>Skills:<\/span><\/span><\/b>
<\/p>- 8 to 15 years of\noverall experience, with strong exposure to Customer Relationship Management.<\/span><\/span>
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