CloudAngles is looking for an experienced and customer-focused Account Manager to manage and grow strategic GCC client accounts. The ideal candidate will play a key role in driving customer success, operational excellence, service delivery governance, and long-term client relationships.
This role requires expertise in account management, IT operations, stakeholder engagement, delivery coordination, and process improvement within enterprise IT and digital transformation environments.
Key Responsibilities
Account & Client Management
- Manage end-to-end delivery and customer engagement for GCC accounts.
- Build and maintain strong relationships with customer stakeholders and business leaders.
- Understand client requirements and align delivery teams to meet business expectations.
- Conduct regular governance meetings, performance reviews, and status reporting.
- Drive customer satisfaction, retention, and account growth opportunities.
Delivery & Operations Management
- Coordinate with delivery, infrastructure, cloud, and support teams to ensure smooth operations.
- Monitor KPIs, SLAs, incident management, and service performance metrics.
- Support digital transformation, automation, and operational improvement initiatives.
- Identify delivery risks, escalations, and operational issues and ensure timely resolution.
- Ensure compliance with organizational processes, quality standards, and governance frameworks.
Program Coordination & Process Improvement
- Support project planning, execution tracking, and resource coordination.
- Drive continuous improvement initiatives using Lean, Agile, and process optimization practices.
- Collaborate with cross-functional teams to improve operational efficiency and reduce service issues.
- Assist in implementing automation and AI-driven operational enhancements where applicable.
Team & Stakeholder Collaboration
- Work closely with internal teams, vendors, and customer stakeholders to achieve delivery objectives.
- Mentor team members and support knowledge-sharing initiatives.
- Facilitate effective communication across onsite and offshore teams.
Required Qualifications
- Bachelor's degree in engineering, Information Technology, Business Administration, or related field.
- MBA / Executive Management Program from an IIM (Indian Institute of Management) is required.
- 8–15 years of experience in Account Management, Delivery Management, or IT Operations.
- Experience managing GCC or global enterprise accounts.
- Strong understanding of IT Infrastructure, Cloud Operations, Managed Services, and Service Management.
- Experience in customer engagement, governance, SLA/KPI management, and operational reporting.
- Excellent communication, stakeholder management, and problem-solving skills.
