Director - Account Management - IT - IIM/FMS/MDI/XLRI

1. Client Relationship Building and Management

- Understand Client Needs: Regularly interact with clients to understand their business goals, challenges, and how our SaaS products can help them achieve success.

- Build Strong Relationships: Establish and maintain strong, long-lasting customer relationships with decision makers. Act as a main point of contact and build a trust-based relationship.

2. Account Strategy and Growth

- Identify Upsell and Cross-sell Opportunities: Analyse customer usage and satisfaction to identify opportunities for upsells, cross-sells, or additional services that could benefit the client.

- Account Planning: Work with sales and marketing teams to develop strategic account plans that outline how to grow each account.

3. Team Leadership and Development

- Lead a Team: Manage and develop an account management team, including hiring, training, and performance monitoring.

- Foster a Customer-centric Culture: Instil a culture focused on understanding and meeting customer needs and exceeding customer expectations.

4. Operational Excellence

- Process Optimization: Implement and refine account management processes and workflows to ensure efficiency and effectiveness.

- Technology Utilization: Leverage CRM and other account management tools to track account details, customer interactions, and progress towards goals

5. Feedback Loop Management

- Gather Customer Feedback: Regularly solicit and analyse customer feedback on our product and services.

- Product Feedback Loop: Work closely with the product team to communicate customer feedback and influence the product roadmap to meet market demands.

6. Financial and Performance Metrics

- Revenue Responsibility: Have a direct impact on maintaining and growing revenue from existing accounts.

- Monitor KPIs: Keep a close eye on key performance indicators such as churn rate, net promoter score (NPS), and account growth metrics.

7. Client Advocacy

- Advocate for Clients: Serve as an advocate for our clients within our organization, ensuring their needs and issues are addressed promptly.

You've got what it takes if you have.

This role requires a strategic mindset, strong leadership skills, and a deep understanding of sales and customer service.

- 15 years of experience - MBA preferred from a Tier 1 Business School.

- Several years of experience in managing a team of account managers within the SaaS Industry.

- Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers required.

- Thought leader with executive presence