Client Engagement Manager/Account Director - Analytics & Research Firm

Our client is a Marketing and Analytics company which powers brands to improve their customer experience and revenue with the help of actual on ground customer feedback data. With technology at the core, their one of its kind process penetration software helps their clients effectively execute and monitor their action panning.

With over 250 clients cutting across industries and operations in over 2000 locations across India, Middle East and Far East, they are the leading organization in their industry in India. Their vision is to help brands provide best customer experience to each customer and penetrate their practices to the last mile, every time. Their clients are leading retailers across verticals including marquee names like Google, Huawei, Ola Cabs, Oyo Rooms etc. Leading investors like India Quotient, Blume Ventures and The Morpheus have backed them.

The company is looking for passionate Engagement Leader / Account Director who will partner with and ensure the long-term success of their customers.

You will be responsible for developing long-term relationships with the portfolio of a captive customer base, connecting with key business executives and stakeholders.

You will liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of their solutions according to customer needs. You will also be responsible for maintaining and growing base revenue in the respective territory.

What you will do:

- Operating as the lead point of contact for any and all matters specific to the customers

- Building and maintaining strong, long-lasting customer relationships

- Developing a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors

- Ensuring the timely and successful delivery of solutions according to customer needs and business objectives

- Communicating clearly the progress of fortnightly/monthly initiatives to internal and external stakeholders

- Forecasting and tracking key account metrics

- Identifying and growing opportunities within territory and collaborating with sales teams to ensure growth attainment

- Owning the renewal of contracts for captive account base

- Creating complete account plans

- Ensuring timely payment of invoices from the client's end

- Assisting with high severity requests or issue escalations as needed

- Deriving insights from data analysis, identifying opportunities and gaps and fixing solutions there on

- Driving strategic use of data from customer feedback

- Driving change from feedback

- Reporting and MIS

Candidate Profile:

- Proven consulting, account management, customer success or other relevant experience

- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organisation, including executive and C-level

- Experience in delivering client-focused solutions based on customer needs

- Proven ability to manage multiple projects at a time while paying strict attention to detail

- Excellent listening, negotiation and presentation skills

- Excellent verbal and written communications skills