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Customer Account Manager
Ref No.: 18-01077
Location: Chicago, Connecticut
Position Type:Direct Placement
Balanced Scorecard Perspective Primary Duties or Major Activities
  1. Customer
  1. Build and maintain strong working relationship across levels at the customer side including CXO's.
  2. Act as POC for the engagements under the CBU
  3. Responsible for CSAT.
  4. Regular review of the engagement with client contacts
  5. Obtaining feedback pro-actively from client and addressing issues thus raised
  6. Managing escalations (Internal and Customer)
  7. Identify opportunities to grow customer account through up-selling, cross-selling
  8. Responsible for front ending all proposal discussions including RFP's in collaboration with presales and technical teams.
  9. On boarding new customer contacts at Senior Management level for the programs (SLK Delivery presentations)
  1. Finance
  1. Ensure on time invoices and collections
  2. Meet / exceed CBU targets for revenue and profitability
  3. Manage P&L/margins
  1. Domain/Technology
  1. P&C Domain Experience
  2. Ability to be a catalyst for a growing account.
  3. Good exposure and experience in managing large Agile programs
  4. Expertise in business transformation initiatives like automation, optimization, DevOps etc.
  5. Understanding customer expectations and providing business and technical solutions.
  6. Expertise in different global delivery models including managed services with risk and reward.
  1. Process
  1. Ensure delivery teams meet defined quality / process standards
  2. Work in collaboration with required COE / support teams to meet the deliverables
  3. Identify opportunities for business process improvements and define and deploy process modifications
  4. Support development of knowledge repository for the organization
  5. Participate in proposal, contract management process
  6. Coordinate / Assist CBU head in resource planning
  1. People
  1. Recruitment, defining goals, assessing performance, mentor the resources on the job
  2. Reward and recognize performance
  3. Experience in on boarding and managing onsite teams.
  4. Engage with employees through individual, team interactions