Account Manager

Job Description

We are seeking an experienced and highly organized Account Manager to join our team. As an Account Manager, you will be responsible for overseeing and optimizing the operational processes and workflows within our organization. Your role will involve streamlining operations, managing resources, and ensuring the efficient delivery of services. This is a key leadership position that requires excellent communication skills, strong problem-solving abilities, great project management skills and fanatical focus on customer success.

What You’ll Do

• Develop and implement effective account strategies to enhance productivity, efficiency, and quality of our customer focused processes.
• Manage and optimize workflows across various departments to ensure timeliness of customer deliverables.
• Coordinate and collaborate with cross-functional teams to align objectives, set performance goals, and monitor progress towards operational targets.
• Establish and enforce standard operating procedures (SOPs) to ensure consistency and compliance with industry standards and best practices.
• Monitor key performance indicators (KPIs) and operational metrics to track performance, identify trends, and address issues proactively.
• Develop and manage the budget, including forecasting, tracking expenses, and optimizing resource allocation.
• Identify and evaluate potential vendors, negotiate contracts, and manage relationships to ensure the availability of necessary resources and services.
• Foster a culture of continuous improvement, teamwork, and accountability within the Account.
• Focus on growth and expansion of Customers accounts and the internal teams.
• Account Manager at Kriyadocs will manage all lines of businesses/ services.
• Leading and managing 5-7 direct reports and 50+indirect reports.
• Diving into data to identify the root of a problem and solving it (no matter how large or small the scale)
• Driving the creation of staffing plans, schedules, quality/process change initiatives, and Lean/Kaizen activities in our fast-paced environment.
• Ensuring the development of your direct and indirect reports as you continue to raise the bar on talent.

Skills Required

• Strong leadership skills with the ability to inspire and motivate teams to achieve operational goals.
• Excellent analytical and problem-solving abilities to identify operational bottlenecks and propose effective long-term solutions.
• Exceptional organizational and time management skills to manage multiple priorities and meet deadlines.
• Excellent verbal and written communication skills to effectively collaborate with cross-functional team and Clients.
• Proficiency in project management tools and software applications.
• Familiarity with data analysis and reporting tools to track operational performance.
• Strong business acumen and strategic thinking to drive Account improvements aligned with organizational goals.
• Ability to work closely with Clients for Account expansion.

Eligibility Criteria

• Bachelor's degree in business administration, Account management, or a related field. A master's degree is preferred.
• 8+ years of work experience as an Account Manager, or in a similar operational role in any services industry who worked with Customers closely.

List of KPIs:

• Kriyadocs Delight Index score: Measure the satisfaction of customers with the services provided.
• Process Efficiency Rate: Evaluate the improvement in process efficiency post-implementation of new strategies in collaboration with function heads.
• P&L- Meeting budget vs acheived with 90% accuracy at least.
• SOP Compliance Rate: Percentage of processes compliant with established SOPs.
• SOP Implementation Time: Time taken to implement SOPs across departments.
• Consistency in Deliverables: Measure the consistency in quality of deliverables post-SOP enforcement.
• KPI Tracking Accuracy: Accuracy in tracking and reporting KPIs.
• Issue Resolution Time: Time taken to address and resolve identified issues.
• Trend Analysis Effectiveness: Measure the effectiveness of trend analysis in preempting issues.
• Resource Utilization Rate: Efficiency in resource allocation and utilization.
• Vendor Performance Score: Performance rating of vendors based on contract adherence.
• Customer Account Growth Rate: Percentage growth in customer accounts.
• Service Line Performance: Performance metrics of each service line managed.
• Customer Feedback Across Services: Collect and analyze customer feedback for each service line.
• Root Cause Analysis Accuracy: Accuracy in identifying the root cause of issues.
• Schedule Adherence Rate: Percentage of schedules adhered to without delays.
• Lean/Kaizen Initiative Success: Success rate of Lean/Kaizen activities.
• Training Participation Rate: Percentage of team members participating in development programs and tracking results.
• Talent Retention Rate: Retention rate of high-performing talent.

Role Details

• Job Type: Full-time
• Shift & Schedule: Day shift, Monday–Friday, 9:00 a.m. – 7:00 p.m. (Work from Office)
• Location: Olympia cyberspace, Arulayiammanpet, SIDCO Industrial Estate, Guindy, Chennai, Tamil Nadu 600032

Job Types: Full-time, Permanent

Pay: Up to ₹90,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person