Account Service Delivery Manager

Department: Service Sales / Business Development

Reporting To: Sales / Service Manager

Location:

Mumbai and Bengaluru

Experience: 5–10 Years

Industry: Physical Security / Access Control / Electronic Security / ELV

Education: B.E./B.Tech – Electrical, Electronics, Instrumentation, Mechatronics, Mechanical or equivalent

About the Role

We are looking for an Account Manager – Service Sales to drive AMC, renewal, retrofit, upgrade and aftermarket business from existing Physical Access Control System (PACS) installations.

The role requires a combination of technical understanding, consultative sales, account management and service coordination . The candidate will be responsible for understanding customers' existing security infrastructure, identifying service and upgrade opportunities, preparing technically sound proposals, managing AMC renewals and building long-term relationships with customers and key stakeholders.

The role is particularly suited for professionals who have worked with Access Control, PACS, CCTV, biometrics, electronic security, ELV or security-system integrators and have experience in service sales, AMC, retrofit, renewal or upgrade business .

Key Responsibilities

1. AMC Proposal & Pricing Management

- Develop AMC proposals based on customer requirements, installed products, system usage, environment, and maintenance history.
- Recommend appropriate service tiers, spare-part coverage, response times and preventive maintenance schedules .
- Prepare technical and commercial proposals while maintaining business profitability.
- Define scope of work, SLA, service coverage, exclusions, payment terms and other commercial conditions.
- Coordinate with technical/service teams for accurate costing and solution inputs.

1. AMC Renewal & Retention

- Track upcoming AMC expiries and initiate renewal discussions well in advance.
- Manage the complete renewal cycle from requirement understanding through proposal, negotiation and closure.
- Identify reasons for potential contract drop-offs and develop appropriate retention actions.
- Maintain strong engagement with existing customers to increase renewal and retention rates.

1. Customer & Account Relationship Management

- Manage relationships with Facility Managers, Security Heads, IT Heads, Purchase/Procurement teams, System Integrators and other decision-makers .
- Act as the primary point of contact for AMC and service-related commercial discussions.
- Understand customer infrastructure, business requirements and future expansion plans.
- Build long-term relationships to generate recurring service and upgrade opportunities.

1.



Technical Understanding – PACS / Security Systems

- Develop strong knowledge of Access Control and Physical Security Systems .
- Understand existing installations and identify potential service, replacement, retrofit and upgrade requirements.
- Handle basic to intermediate technical queries during customer discussions.
- Coordinate with engineering/support teams for advanced technical requirements.
- Understand relevant technologies such as controllers, readers, credentials, biometric devices, turnstiles, barriers, door hardware, networking, OSDP, mobile credentials and cloud access control . The existing JD specifically calls for familiarity with PACS technologies, mobile/cloud access and OSDP.

1. Brownfield / Retrofit Prospect Identification

- Audit existing customer installations to identify:
- Obsolete equipment
- Hardware replacement requirements
- Software upgrades
- Capacity expansion
- Security enhancement opportunities
- AMC/service requirements
- Retrofit opportunities
- Convert installed-base knowledge into service, upgrade and aftermarket revenue.
- Conduct customer/site visits to understand existing infrastructure and identify opportunities.

1. Lead Generation & Conversion

- Generate opportunities from:
- Existing installed base
- Expired/lapsed AMCs
- Service history
- Existing customer relationships
- Upgrade/retrofit requirements
- Customer expansion projects
- Work closely with Sales, Service and Technical teams to convert opportunities.
- Develop technically relevant value propositions to demonstrate the business benefits of AMC and upgrades.

1. Cross-Selling & Upselling

- Identify opportunities for:
- AMC upgrades
- Extended warranty/service coverage
- On-site support
- Spare parts
- Hardware replacement
- Software upgrades
- Mobile access
- Cloud migration
- System expansion
- Additional security solutions
- Recommend solutions based on actual customer requirements rather than generic product selling.

1. Internal Coordination & Service Delivery

- Coordinate with Service, Technical Support, Engineering, Logistics, Sales and System Integrators for smooth execution.
- Translate customer requirements into actionable service plans.
- Coordinate site visits, technical assessments, commissioning, upgrades and maintenance activities.




- Monitor execution to ensure commitments made during the sales process are delivered appropriately.
- Escalate service-related concerns and ensure timely resolution.

1. Customer Education & Engagement

- Explain the business and technical benefits of AMC and preventive maintenance.
- Educate customers on:
- Downtime reduction
- Equipment life extension
- Preventive maintenance
- System reliability
- Security upgrades
- Technology modernization
- Conduct customer presentations, product demonstrations and solution discussions where required. The existing JD also includes individual product demonstrations and proof-of-concept activities.

1. Documentation, SLA & Compliance

- Ensure proposals clearly define:
- Scope of services
- SLA
- Response time
- Preventive maintenance
- Spare coverage
- Exclusions
- Commercial terms
- Payment milestones
- Maintain accurate customer and contract documentation.
- Update CRM with opportunities, customer interactions, renewal status and upgrade history.
- Maintain records required for reporting, audits and internal reviews.

1. Reporting & Performance Analysis

- Maintain AMC and service-sales pipeline.
- Track:
- AMC renewal pipeline
- Renewal rate
- Conversion rate
- Revenue
- Customer retention
- Upgrade opportunities
- Cross-sell/upsell opportunities
- Client engagement
- Analyze customer and service trends and recommend improvements in AMC offerings.

1. Customer Satisfaction & Feedback

- Monitor customer satisfaction throughout the AMC/service lifecycle.
- Address customer concerns and coordinate internally for resolution.
- Capture customer feedback and communicate recurring issues to Service/Product/Engineering teams.
- Identify opportunities to improve service quality and customer experience.

Required Skills & Competencies Must-Have

- 5–10 years of experience in Service Sales / AMC Sales / Technical Sales / Account Management .
- Experience in Access Control / PACS / Electronic Security / ELV / CCTV / Biometrics .
- Experience managing existing customer accounts and installed-base business .
- Strong understanding of AMC, renewals, retrofits, upgrades, and service contracts .
- Experience preparing technical + commercial proposals .
- Ability to understand customer infrastructure and translate requirements into solutions.
- Strong client relationship and stakeholder management skills.
- Experience coordinating with technical/service/engineering teams.
- Comfortable with customer meetings and site visits.
- CRM and MS Office proficiency.
- Strong negotiation, communication, and presentation skills.
- Target-oriented with ownership of pipeline and revenue.

📌 Account Service Delivery Manager (Mumbai)
🏢 IDCUBE
📍 Mumbai