Key Responsibilities

Client Relationship Management

- Serve as the senior point of contact for all key client accounts, building trusted, long-term relationships with client stakeholders and decision makers.

- Lead regular client review meetings, status calls and escalations, making sure clients feel heard and supported.

- Anticipate client needs, identify risks early and resolve issues before they affect satisfaction.

Cross-Functional Collaboration

- Work closely with the Delivery, Technical and Solution officers to align client expectations with delivery capability, timelines and quality.

- Act as the bridge between clients and internal teams so that handoffs are smooth and service stays seamless across the engagement lifecycle.

- Partner with leadership to expand the scope of existing client relationships into larger, long-term engagements.

Requirement Gathering and Solutioning

- Lead discovery sessions with clients to understand business goals, processes and pain points.

- Translate client needs into clear, well-documented requirements (BRDs, functional specs, user stories) in collaboration with the BA team.

- Work with technical and solution teams to shape solutions, estimates and delivery plans that match client expectations.

AI-Led Proactive Solutions

- Identify opportunities where AI can solve client problems, improve their processes or create new value, and bring these ideas to clients before they ask.

- Work with the Technical and Solution officers to shape AI-enabled proposals, proofs of concept and solution roadmaps.





- Stay current with AI development trends, tools and use cases, and help clients understand what is practical and valuable for their business.

Business Analyst Team Leadership

- Lead, mentor and grow a team of Business Analysts, setting standards for documentation, communication and client engagement.

- Review BA deliverables for quality, completeness and clarity before they reach clients or development teams.

- Build a culture of ownership where the BA team is accountable for client understanding and satisfaction.

Business Development and Sales

- Drive account growth through upselling, cross-selling and identifying current opportunities within existing clients.

- Support new business pursuits, including prospect meetings, solution presentations, proposals and RFP responses.

- Contribute to software services marketing initiatives and represent the company at client meetings, events and industry forums.

Client Satisfaction and Governance

- Own client satisfaction metrics (CSAT, NPS, retention) and drive continuous improvement.

- Establish account governance practices such as QBRs, relationship maps and account plans.

- Provide leadership with regular insights on client health,



revenue opportunities and risks.

Requirements

Must Have

- Minimum 10 years of experience in the IT / software services industry, with significant time in client-facing roles.

- Excellent spoken and written English, with a clear, neutral or American accent and proven comfort leading calls with US clients.

- Strong track record in software services marketing and sales, including account management and business development.

- Hands-on experience in requirement gathering and business analysis for custom software projects.

- Working knowledge of AI development, including how AI and automation solutions are designed, built and applied to real business problems.

- Proven ability to spot client problems early and propose practical solutions proactively.

- Experience working closely with delivery, technical and solution leadership in a services organization.

- Experience leading and mentoring a team of Business Analysts or client-facing professionals.

- Exposure to multiple domains (for example healthcare, finance, retail, logistics, education or manufacturing).

- Willingness to work overlapping hours with US, UK and ANZ time zones.

Good to Have

- Experience with offshore delivery models and managing international clients from India.

- Familiarity with Agile/Scrum and tools such as Jira, Confluence or similar.

- Hands-on exposure to AI platforms, LLM-based solutions or automation tools.

Pay: Up to ₹1,800,000.00 per year

Work Location: In person

📌 Chief Relationship Manager (CRO) (Puducherry)
🏢 Tender Software India Private
📍 Puducherry