Senior Manager - Account Management

About the Role:

We are looking for an experienced and results-driven Senior Manager – Account Management to lead a team responsible for managing key client relationships, driving account growth, ensuring client retention, and delivering a high-quality customer experience.

The role will involve managing a team of Account Managers, building strong relationships with key stakeholders, identifying business opportunities within existing accounts, and ensuring achievement of revenue and account management objectives.

The ideal candidate should have strong people management, stakeholder management, client relationship, commercial, and business growth skills, along with the ability to manage multiple strategic accounts.

Key Responsibilities:

Team Management & Leadership

• Lead, mentor, and manage a team of Account Managers/Key Account Managers.
• Set clear individual and team objectives and monitor performance against business targets.
• Conduct regular performance reviews, coaching, and development discussions.
• Build a high-performing, accountable, and customer-centric team.
• Identify capability gaps and provide appropriate training and development support.
• Drive team engagement, productivity, and retention.

Account Management & Client Relationship:

• Own and manage relationships with key and strategic clients.
• Develop strong relationships with senior client stakeholders and decision-makers.
• Understand client business requirements and ensure timely resolution of issues.
• Act as the escalation point for critical client concerns and ensure effective closure.
• Conduct regular account reviews and develop account plans for key clients.
• Ensure high levels of client satisfaction and retention.

Business Growth & Revenue:

• Drive revenue growth from existing accounts through cross-sell, upsell, and account expansion opportunities.
• Identify new business opportunities within the existing client portfolio.
• Work closely with Sales, Operations, Product, and other internal teams to achieve business objectives.
• Track revenue, account profitability, renewals, and other key business metrics.
• Develop and execute strategies to improve account penetration and wallet share.

Cross-functional Collaboration:

• Collaborate with internal stakeholders to ensure seamless delivery of client commitments.
• Work with Operations and Service teams to maintain agreed service standards.
• Partner with Finance for billing, collections, and commercial-related matters.
• Coordinate with Product/Technology teams to address client requirements and improve solutions.
• Ensure alignment between client expectations and internal delivery capabilities.

Desired Candidate Profile

• Bachelor's degree in any discipline; MBA/PGDM preferred.
• 8–12 years of experience in Account Management, Key Account Management, Client Servicing, Relationship Management, or Business Development.
• Prior experience of managing and leading a team is mandatory.
• Strong experience managing enterprise/key accounts and senior stakeholders.
• Demonstrated track record of achieving revenue, retention, and account growth targets.
• Excellent communication, negotiation, and presentation skills.
• Strong commercial acumen with the ability to understand revenue, margins, and profitability.
• Strong problem-solving and escalation-management skills.
• Ability to work in a fast-paced, target-driven environment.
• Strong analytical and decision-making capabilities.
• Experience working cross-functionally with Sales, Operations, Finance, Product, and other teams.