- Own the
complete customer relationship — ensuring high satisfaction, retention,
and engagement.

- Track and
improve VOC (Voice of Customer) and NPS (Net Promoter Score) metrics.

- Drive timely
resolution of VOC issues and maintain closure reports.

- Manage RED
customers proactively to ensure recovery and retention.

- Lead
stakeholder interactions, identifying and addressing gaps in customer
connect.

- Plan and
execute customer meetups, events, and festive engagements to enhance
relationships.

- Drive
congratulatory communication and client recognition on key milestones.

- Onboard new
customers and ensure smooth transition to delivery teams.

- Drive AMC
renewals and manage customer lifecycle success.

- Ensure NPS
tracking, feedback analysis, and issue resolution.


Account Strategy

- Drive account
retention and risk analysis to ensure long -term stability.

- Identify and
pursue growth opportunities through ECNB, upselling, and cross -selling.

- Initiate and
manage growth -related change requests in collaboration with delivery and
business teams.





- Develop and
execute account strategies that align with customer objectives and
organizational goals.


Nurture Customer
Relationships

- Build
trust -based relationships through consistent communication and
engagement.

- Understand
customer requirements, business objectives, and operational challenges.

- Serve as the
key liaison between customer stakeholders and internal teams to ensure
satisfaction and value delivery.


Contract &
Financial Governance

- Manage and
track AMC renewals, aging, and payment follow -ups.

- Oversee AMC
contracts and related addendums.

- Drive Escrow
renewals or initiate new ones as required.

- Manage
contractual renewals for expiring agreements, ensuring continuity.

- Maintain and
update the customer dashboard with account status, renewals, and
financial insights.

- Ensure
compliance and accuracy in all aspects of contract management and
governance.


Delivery &
Program Excellence

- Lead program
delivery excellence, ensuring projects meet quality, schedule, and
budget goals.

- Oversee project
financials, cost tracking, and profitability.

- Plan and
monitor team utilization across projects.

- Ensure seamless
execution through coordination with internal teams and external
stakeholders.

- Support vendor
management, procurement,



and contract negotiations.

- Track and
report program progress using Microsoft Project (MSP) and related tools.


Growth &
Expansion

- Identify
opportunities for account expansion and connect elevation.

- Drive reference
ability, customer testimonials, and case study participation.

- Collaborate
with business and delivery leadership to create growth plans for
strategic accounts.