Associate Manager

JOB RESPONSBILITIES

• 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.