Key Responsibilities:
Account Management
o Serve as the primary executive contact for strategic accounts.
o Develop and execute account plans aligned with client objectives and Client growth strategy.
Customer Success
o Ensure delivery excellence and proactive issue resolution.
o Drive adoption of client's digital transformation offerings (cloud, automation, digital workplace).
Growth & Expansion
o Identify upsell and cross-sell opportunities within existing accounts.
o Collaborate with sales and delivery teams to convert opportunities into revenue.
Executive Engagement
o Build strong relationships with client CXOs and key stakeholders.
o Conduct regular governance meetings and quarterly business reviews (QBRs).
Value Realization
o Track and communicate business outcomes achieved through Client's services.
o Maintain high Net Promoter Score (NPS) and customer satisfaction metrics.
Risk Management
o Anticipate and mitigate account risks through proactive planning.
o Ensure contractual compliance and SLA adherence.
OEM Partnership
o Joint Go-to-Customer Opportunities
o Enable Better Solution Integration
o Identify Upsell/Cross-sell Opportunities
Required Skills & Experience
o Experience: 12+ years in IT services account management or customer success, with at least 5 years managing strategic/global accounts.
o Expertise: Managed services, cloud, automation, and digital workplace solutions.
Global Delivery Model Knowledge: Strong understanding of offshore/nearshore delivery frameworks.
Competencies: Relationship management, strategic thinking, negotiation,
and executive communication.