Manager - Account Management

We are seeking an experienced and dynamic Account Manager to lead strategic customer relationships and drive end-to-end account success. The ideal candidate will bring a strong foundation in software delivery and program management, ready to take ownership of key client accounts. As an Account Manager, you will act as a trusted advisor to our customers — ensuring engagement continuity, satisfaction, and value realization while driving renewals, expansions, and overall account growth. Job Responsibilities: Account Management & Customer Success Own the complete customer relationship — ensuring high satisfaction, retention, and engagement. Track and improve VOC (Voice of Customer) and NPS (Net Promoter Score) metrics. Drive timely resolution of VOC issues and maintain closure reports. Manage RED customers proactively to ensure recovery and retention. Lead stakeholder interactions, identifying and addressing gaps in customer connect. Plan and execute customer meetups, events, and festive engagements to enhance relationships. Drive congratulatory communication and client recognition on key milestones. Onboard new customers and ensure smooth transition to delivery teams. Drive AMC renewals and manage customer lifecycle success. Ensure NPS tracking, feedback analysis, and issue resolution. Account Strategy Drive account retention and risk analysis to ensure long-term stability. Identify and pursue growth opportunities through ECNB, upselling, and cross-selling. Initiate and manage growth-related change requests in collaboration with delivery and business teams. Develop and execute account strategies that align with customer objectives and organizational goals. Nurture Customer Relationships Build trust-based relationships through consistent communication and engagement. Understand customer requirements, business objectives, and operational challenges. Serve as the key liaison between customer stakeholders and internal teams to ensure satisfaction and value delivery. Contract & Financial Governance Manage and track AMC renewals, aging, and payment follow-ups. Oversee AMC contracts and related addendums. Drive Escrow renewals or initiate new ones as required. Manage contractual renewals for expiring agreements, ensuring continuity. Maintain and update the customer dashboard with account status, renewals, and financial insights. Ensure compliance and accuracy in all aspects of contract management and governance. Delivery & Program Excellence Lead program delivery excellence, ensuring projects meet quality, schedule, and budget goals. Oversee project financials, cost tracking, and profitability. Plan and monitor team utilization across projects. Ensure seamless execution through coordination with internal teams and external stakeholders. Support vendor management, procurement, and contract negotiations. Track and report program progress using Microsoft Project (MSP) and related tools. Growth & Expansion Identify opportunities for account expansion and connect elevation. Drive reference ability, customer testimonials, and case study participation. Collaborate with business and delivery leadership to create growth plans for strategic accounts. Requirements Qualifications Bachelor’s degree in engineering, Computer Science, Marketing, or related field. MBA/PGDBM (Sales / Marketing) preferred , PMP certification preferred. Skills: 14 to 18 years of overall experience, with strong exposure to Customer Relationship Management. Proven experience managing large enterprise accounts Hands-on expertise in project financials, profitability management, and effort/schedule variance tracking. Strong skills in stakeholder management, contract governance, and vendor oversight. Proficiency in Microsoft Project (MSP) and related tracking tools. Excellent leadership, mentoring, and communication skills. Ability to work independently while fostering collaboration across cross-functional teams. Benefits Future Career Progression: Nucleus is well known for identifying, nurturing, and promoting the internal talent and having long mutually rewarding associations with its performing associates. Our focus programs help our associates to continuously grow based on their capability, performance, and career aspirations.