Enterprise Account Manager

Job Summary

The Enterprise Account Manager will be responsible for managing and growing strategic enterprise accounts across the US . This role involves building strong relationships with senior client stakeholders, ensuring the delivery of commitments, identifying growth opportunities, and acting as a trusted advisor. The position requires a proactive approach to account management, operational excellence, and strategic planning to drive revenue growth, client retention, and overall account health.

Responsibilities

• Account Ownership and Growth: Take full ownership of a portfolio of enterprise accounts in the US region, developing account plans focused on growth, risk mitigation, and expansion.
• Stakeholder and Relationship Management: Build and maintain long-term relationships with senior client stakeholders, including VP and C-level decision-makers, becoming their trusted advisor.
• Bridge Between Client and Internal Teams: Translate client expectations into clear requirements for Operations, Delivery, and Leadership teams, ensuring commitments are met and risks are flagged early.
• Governance and Executive Communication: Lead client governance meetings, quarterly business reviews (QBRs), operational reviews, and executive presentations, providing data-backed insights and recommendations.
• Metrics and Performance Tracking: Monitor key business and operational metrics such as SLAs, quality, turnaround times, costs, revenue, and customer satisfaction, analyzing trends and recommending corrective actions.
• Escalation Management: Lead escalations with a solution-oriented approach, maintaining client confidence during challenging situations and ensuring timely resolution.
• Process Improvement and Value Creation: Identify opportunities to optimize processes, reduce inefficiencies, and enhance value for clients, incorporating learnings into playbooks.
• Team Leadership and Cross-Functional Collaboration: Guide internal teams to deliver exceptional client experiences and lead cross-functional initiatives without direct authority.

Qualifications

• Educational Qualifications: Bachelor’s degree from a premier engineering institution (IIT, NIT, BITS Pilani, NSUT/NSIT) or an MBA from a top business school (IIM, IMT).
• Experience: 8–15 years in client engagement, enterprise or key account management, or customer success, with proven experience managing large enterprise accounts in the US markets.
• Technical Skills: Strong understanding of the enterprise client lifecycle, operational and delivery processes, and data-driven decision-making.
• Soft Skills: Excellent stakeholder management, executive communication, negotiation, conflict resolution, and relationship-building skills.
• Additional Skills: Analytical mindset, commercial acumen, problem-solving ability, comfort with ambiguity, and ability to manage multiple priorities in a fast-paced environment.
• Leadership: Experience leading cross-functional teams and influencing without authority.

Preferred Skills

• Prior experience working with global enterprise clients.
• Familiarity with SaaS or platform-based service models.
• Strong presentation and reporting skills.
• Ability to adapt to diverse cultural and business environments.

Experience

• 8 to 15 years of relevant experience in enterprise account management, client success, or related roles.
• Demonstrated success managing large, strategic accounts in the US markets.
• Experience working closely with operations and delivery teams in a client-facing capacity.

Environment

• The role may involve a hybrid work setting, with potential for remote work depending on client and company requirements.
• The position requires engagement with global clients, often involving virtual meetings and cross-time-zone collaboration.
• The work environment is fast-paced, dynamic, and requires balancing strategic thinking with operational execution.