Account Manager (Client Success & Growth)

Own end-to-end client relationship post-sales handover

Act as the single point of contact for all operational, commercial, and engagement-related matters

Build strong, trust-based relationships with client stakeholders

Ensure high CSAT, retention, and long-term partnership

Lead client onboarding and take full ownership post handover from Sales

Ensure MSA and SOW are signed, stored, and validated before delivery starts

Personally walkthrough the SOW during the onboarding call, covering scope & deliverables, milestones & timelines, assumptions & dependencies, and change request & escalation process

Ensure client acknowledgement is captured in MOM

Onboarding is considered incomplete until the SOW walkthrough is done

Align closely with delivery and operations teams to ensure scope adherence

Conduct regular governance calls (weekly / monthly)

Monitor delivery health, risks, and dependencies

Proactively identify and resolve issues before escalation

Ensure no scope creep or delivery deviation without formal change approval

Own account growth targets (upsell, cross-sell, renewals)

Identify expansion opportunities within existing accounts

Work with Sales leadership on pricing, renewals, and extensions

Drive long-term engagement roadmap aligned with client business goals

Ensure invoices are raised strictly as per MSA & signed SOW (milestones / time & material / dedicated model)

Validate billing triggers, billing cycles, and payment terms

Proactively share invoices with clients and confirm receipt

Own on-time payment follow-ups and ensure adherence to agreed payment timelines

Flag potential payment delays, disputes, or risks early

Coordinate with Finance for reconciliations, credits, or clarifications

Ensure zero billing disputes arising from scope or commercial ambiguity

Maintain clear, consistent communication with clients

Share regular status reports, performance summaries, and review decks

Ensure CRM hygiene, documentation, and data accuracy

Willingness to work in odd hours / overlapping client time zones (US, EU, APAC)

Flexibility to attend client calls as per engagement needs

Ensure continuity and responsiveness as per SLAs

5+ years of experience in Account Management / Client Success / Project Coordination in IT services

Experience handling international clients

Excellent understanding of IT services & delivery models (Dedicated, Fixed, Hourly)

Strong client communication & stakeholder management skills

Commercial acumen and negotiation skills

Problem-solving & escalation handling capability

High ownership mindset with attention to detail

Willingness to work in client-aligned time zones / odd shifts

This role requires flexibility to work in client-aligned time zones / odd shifts as per business needs.

Consistently deliver high client retention rate and strong CSAT / client feedback scores

Ensure onboarding success rate with zero ambiguity on scope & commercials post onboarding

Maintain 100% MSA & SOW compliance with mandatory SOW walkthrough completion

Raise invoices accurately as per MSA/SOW with on-time payment realization

Ensure no billing disputes due to scope or commercial mismatch

Drive account-level revenue growth through upsell, cross-sell, and renewals

Maintain billing accuracy, delivery alignment, effective risk identification, and CRM hygiene

Are seen by clients as a trusted partner, not just a coordinator

Enable clear scope, stable delivery, predictable commercials, and zero surprises for clients or internal teams