Associate Manager

Nucleus Software Exports; Dadri; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A software solutions provider located in India is seeking an experienced Account Manager for the Middle East. This role involves leading customer relationships, ensuring satisfaction and retention, and driving account growth. The ideal candidate will have 8 to 15 years of experience in Customer Relationship Management, along with a strong background in program management and strategic planning. Candidates should possess a Bachelor's degree in a relevant field and preferably an MBA. Excellent communication and leadership skills are essential.

Qualifications

• 8 to 15 years of overall experience in Customer Relationship Management.
• Proven experience managing large enterprise accounts.
• Hands-on expertise in financial management and tracking.

Responsibilities

• Own complete customer relationships ensuring high satisfaction.
• Drive timely resolution of customer issues and maintain closure reports.
• Lead stakeholder interactions and plan customer events.
• Manage renewal processes and ensure contract continuity.

Skills

Customer Relationship Management

Stakeholder Management

Project Financials Management

Leadership

Communication Skills

Education

Bachelors degree in engineering, Computer Science, Marketing, or related field

MBA/PGDBM (Sales Marketing)

Tools

Microsoft Project (MSP)

Job description

JOB ROLE

We are seeking an experienced and dynamic Account Manager (Middle East) 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 RESPONSBILITIES

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

• Bachelors degree in engineering, Computer Science, Marketing, or related field.
• MBA/PGDBM (Sales Marketing) preferred, PMP certification preferred.

Skills:

• 8 to 15 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.
• PMP certification preferred.
• Excellent leadership, mentoring, and communication skills.
• Ability to work independently while fostering collaboration across cross-functional teams.