Account Manager

About the Role

The Account Manager will be responsible for managing client relationships, driving customer satisfaction, and ensuring delivery excellence across assigned accounts. The role involves close coordination with delivery, operations, and leadership teams to meet client objectives, identify growth opportunities, and maintain long-term business partnerships.

Desired Experience

• 7+ years of experience in account management, client servicing, or project management in international services-based organisations supporting North Amerca/Europe based large enterprise clients in Ecommerce, Retail, Marketplaces
• Proven ability to manage enterprise clients and complex service delivery engagements.
• Strong understanding of business operations, financial metrics, and contract management.
• Excellent communication, negotiation, and stakeholder management skills.
• Ability to work collaboratively with cross-functional and global teams.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned client accounts.
• Develop a deep understanding of client business, priorities, and challenges.
• Build and maintain trusted relationships with key stakeholders at various levels within the client organization.
• Act as a bridge between the client and internal teams to ensure smooth communication and issue resolution.

Account Growth & Strategy

• Identify opportunities for account expansion, renewals, and cross-selling or upselling of services.
• Support strategic planning and proposal development for new initiatives or projects within existing accounts.
• Partner with sales and leadership teams to drive revenue growth from assigned clients.

Service Delivery Oversight

• Work closely with delivery and operations teams to ensure projects meet quality, timelines, and contractual obligations.
• Monitor ongoing service performance against agreed SLAs and KPIs.
• Address client escalations effectively, ensuring prompt resolution and client satisfaction.

Financial & Operational Management

• Track account financials including billing, collections, profitability, and forecasting.
• Ensure accurate invoicing and timely payment follow-ups in collaboration with finance.
• Contribute to budgeting and business planning for assigned accounts.

Governance & Reporting

• Conduct regular business reviews (monthly/quarterly) with clients and internal teams.
• Prepare account performance reports highlighting key metrics, progress, and upcoming opportunities.
• Maintain proper documentation and account records for transparency and audit readiness.

Key Skills

• Client Relationship Management
• Strategic Account Planning
• Financial & Contract Management
• Communication & Negotiation
• Problem Solving & Escalation Handling
• Cross-functional Coordination

Educational Qualification

• Bachelor's degree required.
• Master's degree preferred