[Software Services] : AVP - Account Management / Client Partner
Delhi NCR, IndiaFull-timeSenior · 12-18 years
About this role
Job Title: Head – Customer Success / Account Management / Client Partner
Experience: 12–18 Years
Location: Noida (Sec.129)
Role Overview
We are looking for a seasoned leader to head our Customer Success function for Digital Transformation Services.
This role is aligned with a Client Partner / Account Director profile in leading services organizations, with end-to-end ownership of:
- Client relationships
- Account growth (farming)
- Delivery alignment
- Account profitability
The candidate will drive long-term strategic partnerships, high retention, and expansion of enterprise accounts, ensuring successful delivery of digital transformation programs.
Key Responsibilities
1. Account Leadership & Growth
- Own and grow a portfolio of strategic / enterprise accounts
- Drive account expansion through new initiatives in digital transformation
- Develop and execute account growth strategies and roadmaps
- Identify opportunities across technology transformation, modernization, and innovation initiatives
2. Client Relationship Management
- Build strong relationships with CXOs, Business Heads, and Technology Leaders
- Act as a trusted advisor on digital transformation journeys
- Lead QBRs, MBRs, and executive governance forums
- Ensure high client engagement and satisfaction
3. Delivery Oversight & Execution Alignment
- Collaborate with Delivery / Engineering teams to ensure:
- High-quality execution
- SLA adherence
- Timely delivery of transformation programs
- Ensure smooth transition from sales to delivery
- Act as escalation point for critical client issues
4. Customer Success & Retention
- Drive client retention and long-term engagement
- Track account health metrics such as:
- Engagement
- Delivery performance
- Client satisfaction
- Proactively identify risks and implement mitigation strategies
5. Revenue & Commercial Ownership
- Own revenue targets from existing accounts
- Drive renewals, contract expansions, and margin improvement
- Lead commercial discussions, proposals, and negotiations
6. Team Leadership & Capability Building
- Build and lead a team of Customer Success Managers / Account Managers
- Define KPIs, goals, and performance frameworks
- Mentor team on client engagement, strategic selling, and delivery alignment
7. Governance & Reporting
- Establish governance frameworks for account performance and delivery reviews
- Track key metrics:
- Revenue growth
- Account profitability
- Retention & churn
- Present regular updates to leadership
8. Cross-Functional Collaboration
- Work closely with:
- Sales teams for account expansion
- Delivery teams for execution excellence
- Leadership teams for strategic alignment
- Ensure seamless end-to-end customer lifecycle management
Must-Have Skills & Experience
Domain Expertise
- Strong experience in Digital Transformation / IT Services / Consulting organizations
- Proven track record of managing and growing enterprise accounts
- Experience in delivering large-scale digital transformation programs
- Strong understanding of:
- Technology consulting
- Modernization initiatives
- Enterprise delivery models
Role Background
- Experience in roles such as:
- Account Director
- Client Partner
- Engagement Manager
- Customer Success Leader (Services)
Leadership & Business Skills
- Strong stakeholder management (CXO-level)
- Excellent commercial acumen and negotiation skills
- Proven team leadership and scaling experience
- Strategic thinking with strong execution focus
Good-to-Have
- Experience with global clients (US / Europe markets)
- Exposure to cloud, data, AI, or platform-led transformation initiatives
- Experience managing multi-million-dollar accounts
KPIs / Success Metrics
- Client Retention Rate
- Revenue Growth from Existing Accounts
- Expansion Revenue (Upsell / Cross-sell)
- Customer Satisfaction (CSAT / NPS)
- Churn Rate
- Account Health Score
- Renewal Rate
- Pipeline from Existing Accounts