A strategic, client-facing role responsible for growing
existing accounts (farming), ensuring delivery success, supporting Statement of
Work creation, and formally closing customer projects with measurable outcomes
Account farming & revenue growth
· Identify and pursue upsell and cross-sell
opportunities within existing accounts to grow revenue
· Conduct regular business reviews to surface
new needs aligned to client goals
· Maintain a healthy account expansion
pipeline in CRM; track whitespace and expansion signals
· Collaborate with sales and pre-sales teams
to develop account growth strategies
Business reviews & customer engagement
· Plan and facilitate structured business
reviews on agreed cadences — weekly check-ins, monthly service reviews, and
quarterly business reviews (QBRs)
· Lead QBR conversations at senior
stakeholder level, presenting value delivered and aligning on next-quarter
priorities
· Use monthly reviews to track progress
against the customer success plan and surface early warning signs
Project closure & handover
· Lead formal project closure activities
including client sign-off, deliverable acceptance, and lessons learned
· Conduct closure meetings to confirm all SOW
obligations have been met and document outcomes
· Gather end-of-project CSAT/NPS feedback and
share insights with delivery and leadership teams
· Identify next engagement opportunities at
closure — renewals, follow-on projects, or expanded scope
· Ensure smooth transition to BAU support or
managed services post-project
Statement of work
(SOW) support
· Partner with delivery and pre-sales teams
to define scope, deliverables, timelines, and commercials for current SOWs
· Review SOWs with clients to ensure
alignment, manage expectations, and gain sign-off
· Track SOW amendments and change orders;
flag scope creep and commercial risks early
Relationship management
· Serve as primary point of contact for
assigned accounts throughout the lifecycl