Senior Account Manager - Data Center

Black Box; Bengaluru; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Black Box in Bengaluru seeks a senior account leader with 12+ years in IT professional services or management consulting to own and expand revenue across the DC accounts. You will manage P&L, oversee renewals, and grow through cross-sell of Infrastructure, Digital, and Application Services.

You will align with Vertical Leaders, drive performance metrics, and ensure high CSAT. Exceptional communication with stakeholders at all levels and rigorous project coordination are essential.

Qualifications

• At least 12 years of experience in client-facing roles or account leadership within IT professional services or management consulting.
• Skilled in overseeing and expanding client P&L, with a strong background in reporting and performance metric assessment for accounts.
• Deep expertise in the DC industry is essential.
• Proficient in selling across services lines including Infrastructure, Digital Services and Application Services.
• Outstanding communication skills, capable of engaging stakeholders at all levels, internally and with clients.
• Exceptionally detail-oriented, able to manage and coordinate all aspects of complex projects.

Responsibilities

• Drive account growth with focus on renewals and selling new offerings.
• Collaborate with Vertical Leaders, Practitioner Sales and Client Delivery Leads to identify services and value propositions for the client.
• Lead renewal strategy and contract due diligence with Client Delivery Manager coordination.
• Identify cross-sell opportunities within existing accounts with Client Delivery Manager.
• Develop negotiation strategies and draft Statements of Work with Solution Architects and other leaders.

Skills

Client leadership

P&L management

Stakeholder engagement

Renewals

Cross-selling

IT services domain knowledge

Contract negotiation

Project coordination

Communication skills

Account governance

Job description

• Primary relationship holder for set of DC / EPC / DC Consulting accounts; owns, leads and manages revenues and sold margins on the accounts
• Strengthens relationships with existing clients, and maintains a strong pipeline for growth through renewals & new selling new offerings to the existing DC clients
• Build in-roads in existing accounts to cross-sell offerings and expand EN revenues

Job Specifications & Requirements

• At least 12 years of experience in client-facing roles or account leadership within IT professional services or management consulting.
• Skilled in overseeing and expanding client P&L, with a strong background in reporting and performance metric assessment for accounts.
• Deep expertise in the DC industry is essential.
• Proficient in selling across various service lines, including Infrastructure, Digital Services, and Application Services.
• Outstanding communication skills, capable of effectively engaging with stakeholders across all levels, both within the company and in client organizations.
• Exceptionally detail-oriented, with the ability to manage and coordinate all aspects of complex projects.

Key Responsibilities

Drive account growth with focus on renewals and selling new offerings

• Collaborate with Vertical Leaders, Practitioner Sales, Client Delivery Leads to identify services/ offerings / value proposition to take to the customer based on client requirement
• Drive renewal through overall pursuit strategy, solution due diligence /contract assurance review via coordination with Client Delivery Manager
• Identify opportunities for cross-sell and areas of growth within existing accounts by collaborating with Client Delivery Manager
• Develop negotiation strategy & negotiate contract / agreement; work with Bid Managers to draft SoW for contract with collaboration with Solution Architect/ Practitioner Sales/Client Delivery Lead; participate in win/loss review

Orchestrate account governance activities

• Develop robust account plan with inputs from Client Delivery Lead and Practitioner Sales
• Determine review cadence and KPIs to be monitored with Client Delivery Lead

Drive customer satisfaction along with Delivery team by being primary relationship holder with account stakeholders

• Become a trusted client partner by empathizing and gaining trust of the clients. Walk the halls; develop discussion docs. to take to the client; understand customer requirements
• Jointly responsible to maintain customer satisfaction; track and report CSAT / NPS
• Primary client contact for all escalations

Coordinate and act as conduit for overall delivery and operational excellence for the account including financial planning & tracking

• Coordinate with Delivery team to ensure high quality delivery – conduct joint discussions for implementation, delivery and contractual obligations
• Monitor cost metrics for an account - with inputs from Client Delivery Managers of individual projects
• Identify margin improvement initiatives and coordinate with Delivery Managers/ PMs to execute and implement these initiatives

Key Interfaces

• Develop account strategy, prioritize offerings in consultation with Practitioner sales and Client Delivery Lead
• Orchestrate account performance reviews, status update, timeline adherence, SLA adherence etc. along with Client Delivery Lead
• Provide input to finance on financial forecasting of account revenue. Validation of invoice generated by finance team and collection follow-ups Internal account-level reporting (if applicable) along with Vertical Bid Management Executive

Key Metrics

KPIs

• Revenue
• Order book
• Client satisfaction (CSAT)
• Number of renewals : Win rate / close rate

KRAs

• As-sold margins
• Lead mortality rate
• % Variance in forecasted Vs. actual rev.
• % Variance in forecasted Vs. actual GM
• Cost overruns-Negative margin accounts (#, Revenue, Gross Margin)