Regional Head - Account Management

Job Description

Designation : Regional Head - Account Management Location: Bengaluru Key Roles & Responsibilities: Introduce and implement standardized processes and customer experience initiatives across all clusters within the assigned region, ensuring consistency and high Customer Satisfaction (CSAT). Drive collaboration across Community Managers, Cluster Heads, and cross-functional departments to foster a unified client-centric environment across centers. Strategically manage and oversee the client lifecycle region-widefrom onboarding to exitensuring consistent client engagement and satisfaction. Understand regional customer demographics and business needs to deliver tailored experiences that enhance facility and service usage. Analyze and interpret business data to support decision-making and improve client outcomes. Lead regional strategy for client renewals, retention, and expansions. Ensure seamless regional operations and resolve center-level escalations in collaboration with Cluster Heads. Own end-to-end client relationship management across all clusters, ensuring proactive engagement and problem resolution. Mentor and lead Cluster Heads and Account Management teams, driving performance, capability development, and team growth. Act as the key liaison for internal stakeholdersSales, Design, Operations, Finance, Partnershipsensuring alignment on client commitments and service standards. Represent the client voice across the region and champion initiatives that enhance client experience and value. Presales Responsibilities: Collaborate with Sales, Design, and Partnerships teams to understand complex client requirements across clusters. Ensure requirement documentation and sign-off processes are effectively implemented across the region. Monitor project delivery timelines, facilitate coordination among departments, and manage client expectations proactively. Post-Sales Responsibilities: Lead regional upsell and cross-sell strategies, leveraging the full suite of Smartworks services and partnerships. Guide Cluster Heads in implementing initiatives that enhance the overall client experience across the centers. Be the escalation point for high-impact client issues; ensure timely resolution and adherence to SLAs. Support client training and onboarding to help them maximize value from Smartworks offerings. Drive regional client renewal and retention plans with a strong focus on relationship management and service delivery excellence. Skills & Qualification Required: Bachelor’s degree in Business, Marketing, Hospitality, or related field (MBA preferred). 10+ years of experience in client-facing roles, with at least 3–5 years of regional or multi-location leadership experience. Strong analytical, communication, and stakeholder management skills. Proven team leadership experience managing 5+ direct and indirect reports across locations. Ability to thrive in a fast-paced, service-oriented environment with a high level of accountability.