Key Responsibilities

Account Management & Customer Success

- Own
end -to -end customer relationships, ensuring high satisfaction, retention,
and engagement.

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

- Proactively
manage at -risk (RED) accounts and drive recovery plans.

- Lead
stakeholder interactions, identify engagement gaps, and strengthen client
relationships.

- Plan
and execute customer engagement initiatives, events, and milestone
communications.

Program Management Office (PMO) & Delivery Governance

- Drive
program delivery excellence, ensuring projects meet quality, timeline, and
budget objectives.

- Monitor
project financials, cost tracking, and profitability.

- Ensure
adherence to project management best practices, tools, and governance
frameworks.

- Facilitate
audits, track deviations, and ensure timely closure through corrective
actions.

- Coordinate
with cross -functional teams and vendors to ensure seamless execution.

Business Enablement & Sales Operations

- Manage
CRM systems to ensure data accuracy, pipeline visibility, and reporting
consistency.

- Support
sales forecasting, pipeline tracking, and performance monitoring.

- Coordinate
quote generation, proposals, order processing, and follow -ups on leads and
renewals.

- Partner
with Account Managers on renewals, upsell opportunities, and retention
strategies.

- Collaborate




with Finance on invoicing, payment tracking, and financial accuracy.

- Standardize
sales processes, templates, and tools to improve efficiency and
scalability.

Data Analytics & Power BI

- Design
and develop interactive dashboards and reports using Power BI.

- Track
key metrics including sales performance, conversion rates, customer
health, and program KPIs.

- Analyze
data to identify trends, risks, and opportunities for business growth and
operational improvement.

- Integrate
data from multiple systems (CRM, financials, project tools) into unified
dashboards.