Account Manager

Role & responsibilities

Account Management:

The Account Manager role maintains and expands relationships and increases the wallet share of Aspire within the identified customers. Assigned to some key customer accounts, they will be responsible for growing these accounts and achieving the set targets. The AM presents the entire range of company offerings and services to the customers, while leading the customer account planning cycle and ensuring that the customers' needs and expectations are met.

Expectations:

• Should have experience in both sales (hunting) and Account Management (Farming)
• Should have a track record of managing account for more than 2-3 years with the growth record
• Should possess excellent oral and written communication skills
• Should be willing to have short trips to US (once situation becomes normal)
• Should have very good understanding on Technology services
• Should have managed multiple customers/clients
• Exposure to project/ program management would be desirable

Responsibilities:

• Establish productive, professional relationships with key personnel in assigned accounts.
• Build a deep understanding of the assigned accounts business and identify potential opportunities.
• Build the pipeline for the existing and new services.
• Be the Primary contact to the assigned account and ensure relationship is built at all levels.
• Coordinate the involvement of company resources, including delivery, support functions, and management team to meet the account performance objectives and customer expectations.
• Proactively assess, clarify, and validate customer needs on an ongoing basis.
• Responsible for Customer Satisfaction and work with the counterpart on the delivery side
• Own the account and perform the Account Analytics to be able to create growth
• Make sure the CRM is up to date.
• Ensure Account level metrics exist and run a monthly / quarterly steering committee meeting with the stakeholders on both sides
• Own the contract process with all the accounts
• Ensure the client has the complete visibility of all the Aspire services with periodic updates
• Meets assigned targets for profitability and strategic objectives in assigned accounts.
• Ensure compliance to the Account Management process as defined by the company

Accountabilities and Performance measures:

• Achieves assigned targets in the designated accounts.
• Meets assigned expectations for profitability.
• Ensure the collections are done on time (DSO is a metric)
• Achieves strategic customer objectives defined by company management.
• Completes strategic customer account plans that meet company standards.
• Key communication points: o Within Aspire: Senior Management, Service Line Heads and Managers, Project Managers of the assigned accounts, Marketing teams, HR and Legal
• Customer Side: CXO, VPs, Product Managers
• Maintains high customer satisfaction ratings (CSAT) that meet company expectation.