Job Description: Account Manager (Client Experience Focus)

Location: Indore, Madhya Pradesh, India

Work from Office/Onsite

Position Overview:

We are looking for an experienced Account Manager who excels at managing client relationships and delivering exceptional customer experiences. The ideal candidate will have a proven track record of handling clients, driving account growth, and ensuring customer success, preferably in a SaaS or technology-driven environment. This role requires strong interpersonal skills, strategic thinking, and the ability to manage multiple accounts effectively.

Key Responsibilities:

1. Client Relationship Management

- Act as the primary point of contact for assigned clients, building and nurturing long-term relationships.

- Understand the unique needs and goals of each client, ensuring our SaaS solutions deliver measurable value.

- Handle client inquiries, resolve issues promptly, and proactively address concerns to maintain high levels of satisfaction.

2. Client Success & Retention

- Ensure clients maximize the value of our platform by providing guidance, insights, and support tailored to their needs.

- Develop and execute client retention strategies to reduce churn and enhance satisfaction.

- Conduct regular business reviews to showcase ROI, address concerns, and identify growth opportunities.

3. Account Growth & Expansion

- Identify upselling and cross-selling opportunities within accounts, collaborating with the Sales team to drive growth.

- Monitor account performance and develop strategies to expand client engagement with additional features or services.

- Negotiate contract renewals and manage pricing discussions in alignment with company goals.

4. Onboarding & Implementation

- Oversee smooth onboarding processes for new clients, ensuring seamless adoption of our SaaS platform.

- Collaborate with internal teams to align client needs with product offerings and operational execution.

5. Performance Tracking & Reporting

- Monitor client health metrics, such as engagement levels and usage patterns, and take proactive steps to optimize performance.

- Provide clients with detailed reports and insights to demonstrate value and identify areas for improvement.

- Use CRM tools to maintain accurate and up-to-date account information.

6. Collaboration with Teams

- Partner with Product, Sales, and Support teams to ensure client feedback is incorporated into platform improvements.

- Act as an advocate for clients, communicating their needs and goals internally.

- Support the Sales team during upselling and contract renewal processes.

Qualifications:

- Experience:

- Minimum 3-5 years of experience as an Account Manager, Customer Success Manager, or a similar role handling clients in a SaaS or technology-driven environment.

- Demonstrated success in managing and growing client accounts, with measurable results.

- Skills:

- Exceptional client management and relationship-building skills.

- Strong communication, negotiation, and problem-solving abilities.

- Ability to handle multiple accounts and prioritize tasks effectively.

- Proficient in CRM tools (e.g., Salesforce, HubSpot) and reporting systems.

- Knowledge:

- Deep understanding of SaaS business models, customer success metrics, and account health indicators.

- Familiarity with handling client escalations and resolving conflicts professionally and efficiently.

Key Competencies:

- Client-Centric Mindset

- Results-Oriented

- Excellent Interpersonal Skills

- Strong Analytical Abilities

- Team Collaboration

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What We Offer:

- Competitive salary with performance-based bonuses.

- Opportunities for career growth in a dynamic SaaS environment.

- A collaborative and supportive team culture.

- Professional development programs to enhance your skills.

Location:

This is an on-site position based in Indore, India.

Application Process:

To apply, please submit your resume and a cover letter highlighting your client management experience to [Insert Application Email].