Account Management - Manager

Key Responsibilities

Account Management & Customer Success

• Own end-to-end customer relationships, ensuring high satisfaction, retention, and engagement.
  
• Track and improve Voice of Customer (VOC) and Net Promoter Score (NPS) metrics.
  
• Proactively manage at-risk (RED) accounts and drive recovery plans.
  
• Lead stakeholder interactions, identify engagement gaps, and strengthen client relationships.
  
• Plan and execute customer engagement initiatives, events, and milestone communications.
  

Program Management Office (PMO) & Delivery Governance

• Drive program delivery excellence, ensuring projects meet quality, timeline, and budget objectives.
  
• Monitor project financials, cost tracking, and profitability.
  
• Ensure adherence to project management best practices, tools, and governance frameworks.
  
• Facilitate audits, track deviations, and ensure timely closure through corrective actions.
  
• Coordinate with cross-functional teams and vendors to ensure seamless execution.
  

Business Enablement & Sales Operations

• Manage CRM systems to ensure data accuracy, pipeline visibility, and reporting consistency.
  
• Support sales forecasting, pipeline tracking, and performance monitoring.
  
• Coordinate quote generation, proposals, order processing, and follow-ups on leads and renewals.
  
• Partner with Account Managers on renewals, upsell opportunities, and retention strategies.
  
• Collaborate with Finance on invoicing, payment tracking, and financial accuracy.
  
• Standardize sales processes, templates, and tools to improve efficiency and scalability.
  

Data Analytics & Power BI

• Design and develop interactive dashboards and reports using Power BI.
  
• Track key metrics including sales performance, conversion rates, customer health, and program KPIs.
  
• Analyze data to identify trends, risks, and opportunities for business growth and operational improvement.
  
• Integrate data from multiple systems (CRM, financials, project tools) into unified dashboards.
  

Requirements

Requirements

• Strong understanding of project management frameworks and customer lifecycle management.
  
• Hands-on experience with Power BI (dashboard creation, data modeling, visualization).
  
• Experience working with CRM tools and sales reporting systems.
  

Qualifications

• Bachelor’s degree in Engineering, Computer Science, Business, or related field.
  
• MBA / PGDBM (Sales, Marketing, or Operations) preferred.
  

Benefits