Account Manager - BFSI Clients

Roles & Responsibilities

Pre-Sales :

- Prior to contract closure work closely with the business analysts & sales team to understand client's requirements and define project scope.

- Assist the business analyst to perform a comprehensive evaluation of prospective client's business (will include visits to client's site & field work)

- Assist the business analyst to scope requirements and features, estimate implementation schedules and create statement of work (BRD) for new projects.

- Develop a tentative project plan for new projects.

Client Engagement :

- Own a portfolio of Financial Institution clients. With your primary base in Mumbai or Bangalore.

- Lead the end-to-end post sales client engagement process.

Implementation :

- Create project plan for the implementation and ensure that the project runs on track

- Track key delivery metrics and processes. Clear communication to all key stakeholders of implementation status, issues, risks and effort

- Periodic status updates to internal management team

- In case of any change in scope, work with a business analyst to update project scope and in turn the timelines and project plan

- Internally test product to ensure all functional client requirements are met

- Assist clients in conducting user acceptance testing

- Training

- Take responsibility for the successful launch, which includes points that the customer / lender needs to take care of: team, product, marketing etc.

- Act as a product expert during user training in the initial rollout

- Troubleshooting customer issues during implementation

- Ongoing Engagement

- Ensure client retention and scale. Be responsible for scaling Artoo within client organizations - scaling to all branches, across all products.

- Conduct quarterly reviews with all stakeholders (CxO level, business heads & project team) to understand the business direction and priorities. Plan Artoo roadmap in line with the env isioned future.

- Ensure high NPS and CSAT scores

- Update new product features released from engineering and their business impact. Evangelize these within the client organization

- Conduct pilots and create opportunities to upsell

- Change management - Work closely with the Client team during the course of their engagement with Artoo to identify enhancement requests and work with the Product and Engineering team to ensure these are delivered / resolved

- Work closely with the support team to understand user feedback and to identify areas of improvement. Serve as a point of escalation on serious support issues.

Product :

- Function as the voice of the customer and provide internal feedback on how Artoo can better serve our customers.

- Work closely with the product team to evaluate business impact of new features and to include them in the product roadmap

People :

- Be on the recruitment panel for Account Managers. Keep the bar high. Recruit and rapidly onboard new team members.

Skill Set :

- Excellent cross-functional management and leadership skills

- Highly flexible and adaptive, able to multi-thread across a number of simultaneous projects

- Sharp analytical and problem-solving skills

- Proficiency in influencing and negotiation at an executive level