Service Manager

Account Management & Client Engagement:

• Lead and manage the complete lifecycle of AI/ML and Data Analytics projects, ensuring timely and cost-effective delivery.

• Serve as the primary point of contact for key accounts, maintaining regular communication and fostering long-term relationships.

• Conduct client demos, project reviews, and provide regular updates on product usage, key insights, and new feature introductions.

• Drive customer satisfaction by addressing queries, concerns, and escalations promptly, ensuring a seamless experience.

• Identify opportunities to cross-sell and up-sell products and services to existing clients, focusing on generating incremental revenue.

• Promote and sell Annual Maintenance Contracts (AMC) to clients, ensuring renewals and ongoing client engagement.

• Present new products, services, and solutions to clients, reselling or adding value to existing implementations.

• Facilitate client demos to showcase relevant features, upgrades, and solutions for cross-selling and upselling opportunities.

• Supervise Business Analysts (BAs) and oversee the creation of actionable insights and reports for clients

• Work closely with engineering, data science, and product management teams to define project scope, milestones, and deliverables.

• Develop comprehensive project plans, manage schedules, and allocate resources effectively to meet client expectations.

• Monitor project progress, identify risks, and address issues proactively to ensure successful project delivery.

• Oversee AMC tendering and ensure annual contract renewals by providing timely and relevant updates to clients.

• Manage change requests and customizations outside the original project scope, including requirement analysis, effort estimation, and pricing.

• Create success case studies to demonstrate the added value and ROI for clients, strengthening the business relationship.

• Maintain regular client communication, providing weekly or bi-weekly updates as per the client’s engagement needs.

• Act as the first point of contact for any escalations, resolving queries or complaints efficiently.

• Share relevant reports, insights, and alerts with clients, ensuring they are kept up to date on their product usage and project status.

Required Skills:

• Strong experience in Key Account Management, AMC Sales, and upselling/cross-selling.

• Excellent client relationship management and communication skills.

• Project management expertise, particularly in AI/ML, data analytics, or related fields.

• Ability to collaborate with technical teams (engineering, data science, product management) and translate client needs into project deliverables.