Role & responsibilities
- Account Management and Client Growth
- Identify and nurture new opportunities within existing client relationships.
- Ensure high client retention through exceptional IT service delivery.
- Build and maintain relationships with key stakeholders, including C-level executives.
- Conduct Quarterly Business Reviews (QBRs) to ensure client satisfaction and explore growth opportunities.
- Team Leadership and Development
- Lead a team of 10 account managers, technical consultants, and support staff.
- Mentor team members and drive performance to meet KPIs.
- Oversee resource allocation and performance management to ensure effective service delivery.
- Strategic Planning and Execution
- Develop and execute client strategies for expanding service portfolios.
- Collaborate with internal teams to ensure seamless service delivery and manage client escalations.
- Drive revenue growth through upselling and cross-selling IT services.
- Reporting and Analytics
- Track and report key performance metrics like client satisfaction, revenue growth, and team performance.
- Provide insights on client trends and strategic opportunities to senior leadership.
- Service Delivery Oversight
- Ensure SLAs (Service Level Agreements) are met or exceeded consistently.
- Handle client escalations and collaborate with project management teams for successful delivery.
Preferred candidate profile
- 3+ years of experience in account management and client relationship roles within the IT services industry.
- Proven ability to identify and cultivate new business opportunities within existing accounts.
- Strong leadership skills with experience managing a team.
- Excellent interpersonal and communication skills, especially with C-level executives.
- Strategic mindset with a focus on driving revenue growth and service expansion.
- Experience in handling contract negotiations and renewals.
