Account Manager – SMB & Enterprise

e-stonetech; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

e-stonetech is seeking an Account Manager to own and grow SMB and Enterprise relationships in Mumbai. You will drive renewals, upsells, cross-sell across AI, cloud, cybersecurity, and managed services, and partner with delivery teams to ensure adoption.

You will conduct business reviews, build long-term growth plans, and maintain profitability while hitting revenue targets. Strong CRM and negotiation skills are essential.

Qualifications

• Bachelor's degree in Business, Marketing, IT, or a related field.
• 3–7 years of experience in Account Management, Customer Success, or B2B Sales.
• Experience managing SMB and Enterprise customers in IT services, cloud, AI, SaaS, or managed services is preferred.
• Strong relationship management, negotiation, and commercial acumen.
• Experience using CRM platforms and preparing business reviews.

Responsibilities

• Serve as the primary point of contact for assigned SMB and Enterprise customers.
• Develop strong relationships with business owners, CXOs, procurement teams, and key stakeholders.
• Conduct regular business reviews to understand customer objectives and identify new opportunities.
• Ensure successful onboarding and adoption of Netcloud Consulting’s solutions.
• Achieve monthly, quarterly, and annual account revenue targets.
• Drive contract renewals and maximize customer retention.
• Identify and close upsell and cross-sell opportunities across AI, cloud, managed services, cybersecurity, digital transformation, and marketplace management solutions.
• Increase Annual Recurring Revenue (ARR) and Customer Lifetime Value (CLV).
• Monitor customer satisfaction and proactively mitigate risks to account health.
• Manage contract renewals, amendments, and commercial discussions.
• Develop long-term account growth plans for strategic customers.
• Prepare commercial proposals, quotations, and renewal agreements.
• Negotiate pricing and contract terms within approved guidelines.
• Ensure timely invoicing and support collection of outstanding payments.
• Maintain account profitability while meeting customer expectations.
• Maintain accurate account information and opportunity pipeline in the CRM.
• Forecast renewal and expansion revenue.
• Prepare account performance and revenue reports.
• Collaborate with Business Development and Delivery teams to ensure seamless customer engagement.

Skills

Relationship management

Negotiation

Commercial acumen

CRM experience

Education

Bachelor's degree in Business, Marketing, IT, or a related field

Tools

CRM platforms

Job description

The Account Manager – SMB & Enterprise is responsible for managing and growing existing customer accounts while identifying opportunities for renewals, upselling, cross-selling, and long-term strategic partnerships. The role serves as the primary relationship owner for assigned SMB and Enterprise customers, ensuring high customer satisfaction, revenue retention, and account expansion.

Key Responsibilities

Account Management

• Serve as the primary point of contact for assigned SMB and Enterprise customers.
• Develop strong relationships with business owners, CXOs, procurement teams, and key stakeholders.
• Conduct regular business reviews to understand customer objectives and identify new opportunities.
• Ensure successful onboarding and adoption of Netcloud Consulting’s solutions.

Revenue Growth

• Achieve monthly, quarterly, and annual account revenue targets.
• Drive contract renewals and maximize customer retention.
• Identify and close upsell and cross-sell opportunities across AI, cloud, managed services, cybersecurity, digital transformation, and marketplace management solutions.
• Increase Annual Recurring Revenue (ARR) and Customer Lifetime Value (CLV).

Customer Success

• Ensure timely resolution of customer concerns by coordinating with technical and delivery teams.
• Monitor customer satisfaction and proactively mitigate risks to account health.
• Manage contract renewals, amendments, and commercial discussions.
• Develop long-term account growth plans for strategic customers.

Commercial Management

• Prepare commercial proposals, quotations, and renewal agreements.
• Negotiate pricing and contract terms within approved guidelines.
• Ensure timely invoicing and support collection of outstanding payments.
• Maintain account profitability while meeting customer expectations.
• Maintain accurate account information and opportunity pipeline in the CRM.
• Forecast renewal and expansion revenue.
• Prepare account performance and revenue reports.
• Collaborate with Business Development and Delivery teams to ensure seamless customer engagement.

Key Performance Indicators (KPIs)

• Revenue Retention
• Renewal Rate
• Upsell & Cross-sell Revenue
• Net Revenue Retention (NRR)
• Customer Satisfaction (CSAT)
• Customer Churn Rate
• Account Growth
• Annual Recurring Revenue (ARR)
• Collection Efficiency
• Forecast Accuracy

Qualifications

• Bachelor’s degree in Business, Marketing, IT, or a related field.
• 3–7 years of experience in Account Management, Customer Success, or B2B Sales.
• Experience managing SMB and Enterprise customers in IT services, cloud, AI, SaaS, or managed services is preferred.
• Strong relationship management, negotiation, and commercial acumen.
• Experience using CRM platforms and preparing business reviews.

Reporting To

Business Development Manager – SMB & Enterprise Sales / Associate Vice President – SMB & Enterprise Sales

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