Associate Manager- Account Management

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, having grown through the SDLC from Developer to Project Manager, and now 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 Responsibilities:

• Account Management & Customer Success
• Own the complete customer relationship \u2014 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.

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.

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

• 12 to 18 years of overall experience, with strong exposure to Project/Program Management and Customer Relationship Management.
• Proven experience managing large enterprise accounts in the software/IT services domain.
• 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.