Role Summary
The Account Manager will support the management of a portfolio of client accounts, drive
revenue growth, and ensure customer satisfaction. This role requires a developing
techno-commercial understanding to identify client needs, support solution positioning, and
collaborate with internal teams to drive account success.
The individual will work closely with delivery, presales, and tech teams to identify opportunities,
resolve client concerns, and ensure overall account health.
Key Objectives
● Support revenue growth through upselling and cross-selling within existing accounts
● Maintain high CSAT scores by ensuring delivery excellence and responsiveness
● Build strong customer relationships and act as the primary point of contact
● Contribute to account planning and long-term client engagement strategies
Core Responsibilities
● Assist in managing day-to-day account operations for active clients
● Identify and support upsell and cross-sell opportunities across services
● Maintain regular client communication and ensure timely responses
● Coordinate with delivery and presales teams to meet client requirements
● Support account planning activities, including stakeholder mapping and pipeline
tracking
● Participate in commercial discussions such as proposals and renewals (with senior
guidance)
● Maintain CRM updates, reports, and dashboards accurately
● Help track account performance metrics and follow up on action items
Must-Have Skills
Technical / Domain
● Strong techno-commercial understanding of IT services/solutions (functional, not deep
technical)
● Hands-on experience in account farming, retention, and revenue ownership
● Familiarity with proposals, SOWs, or client documentation
● Familiarity with CRM tools (HubSpot, Salesforce, Zoho, etc.)
● Understanding of delivery models like fixed-bid, T&M, or Managed Services
Soft Skills
● Strong communication and interpersonal skills
● Good problem-solving and client-handling ability
● Ability to manage multiple tasks and priorities
● Strong follow-up and coordination skills
● Willingness to learn and adapt in a fast-paced environment
Good-to-Have Skills
● Exposure to international clients (US/Europe)
● Basic understanding of digital/IT services (UI/UX, QA, cloud, etc.)
● Experience working and coordinating with delivery or project teams
Experience Requirements
● 4 to 6 years of experience in account management, sales, or client-facing roles
● Exposure to IT services or similar industries preferred
● Experience in handling client communication and coordination
● Demonstrated ability to contribute to revenue growth or client retention
KPIs / Success Metrics
● Contribution to revenue growth (upsell/cross-sell support)
● Client satisfaction (CSAT) and responsiveness
● Account engagement levels and relationship strength
● Pipeline contribution and opportunity tracking
● Timeliness of follow-ups and communication
● CRM hygiene and reporting accuracy
