
Team Pumpkin
3 weeks ago
ROLE OVERVIEW:
- As the Lead - Account Management, you will be the strategic driver behind key client relationships, overseeing Account Managers and ensuring exceptional service delivery.
- This role demands strong leadership, client-handling expertise, and a proactive mindset to foster business growth.
- You will serve as the bridge between clients and internal teams, ensuring all deliverables meet the highest standards while aligning with client goals and timelines.
KEY RESPONSIBILITIES:
Client Engagement & Strategy
- Own and nurture high-value client relationships with a long-term partnership mindset.
- Ensure a seamless onboarding experience for new clients, setting the tone for successful collaboration.
- Lead regular client interactions through calls, emails, and meetings to ensure satisfaction, gather feedback, and align on expectations.
- Address and resolve client queries or escalations promptly and professionally.
- Identify upsell and cross-sell opportunities to drive account growth and increase revenue.
- Present strategic recommendations, performance reports, and project progress updates.
Team Leadership & Development
- Mentor and manage a team of Account Managers to ensure consistent and high-quality service delivery.
- Review client briefs with Account Managers to ensure accuracy, clarity, and alignment with scope.
- Guide the team to meet departmental KPIs and individual performance goals.
- Coach team members, conduct regular check-ins, and support career growth.
Project Oversight & Delivery
- Coordinate cross-functional collaboration across Creative, Tech, Analytics, and Operations teams to ensure projects are executed on time and within budget.
- Oversee the quality of deliverables across all stages and ensure alignment with client expectations.
- Monitor project workflows, troubleshoot bottlenecks, and implement process improvements.
- Maintain accurate documentation, briefs, and client communications.
Reporting & Financial Management
- Own reporting schedules weekly, fortnightly, and monthly covering project performance, client satisfaction, and revenue metrics.
- Track project budgets, profitability, and financial performance of client accounts.
- Ensure alignment of team output with the defined Scope of Work and commercial agreements.
Process Excellence & Innovation
- Continuously evaluate and enhance internal workflows and account management processes.
- Standardize best practices across teams and ensure adherence to SOPs.
- Foster a collaborative and communicative work environment across departments.
SKILLS & EXPERIENCE REQUIRED
- 4-6 years of experience in client servicing/account management, with at least 23 years in a leadership role.
- Proven ability to manage large clients/account across sectors or verticals.
- Strong team management and mentoring skills.
- Excellent written and verbal communication.
- Exceptional organizational and time-management skills.
- Strong commercial acumen with experience in managing budgets and financial reporting.
- Advanced proficiency in MS Office Suite (Word, Excel, PowerPoint), and familiarity with project management tools (e.g., Asana, Trello, MS Project, Monday.com).
- Experience in digital marketing, creative services, or tech-driven projects is a plus.
WHAT WERE LOOKING FOR?
- A people-first leader who inspires trust and brings out the best in others.
- A strategic thinker who can balance client needs with internal capabilities.
- A proactive problem-solver and process improver.
- A detail-oriented executor who doesn't lose sight of the big picture.
- A collaborative communicator who ensures smooth coordination across teams.
(ref:iimjobs.com)
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