Reports to: IT Account Manager 

What we are looking in IT Account Manager:

• Master’s in Business Administration (MBA) 
• Minimum 2 years of relevant experience 
• Experience in project data analytics 
• Experience in client relationship management 
• Related work experience in the software development industry is preferred.

As an IT Account Manager you will:

• Regularly assess the project process compliance checklists to ensure proper project process compliance. 
• Regularly assess project performance metrics in EVM including CPI, SPI, TCPI and Actual Margin. 
• Regularly assess resource utilization metrics including resource utilization report and time sheet report. 
• Regularly assess HR analytics metrics including leave, attendance, exit, competency ratings, performance ratings, PDP progress etc. 
• Foresee project or team risks and report to the Engineering Managers timely. f. Periodically analyze the correlation between resource utilization metrics, project process compliance, project team composition, HR analytics metrics, client issues, client satisfaction metrics, and project performance. 
• Provide best client servicing so that the clients are confident with the company. h. Provide a detailed walk through to the client on what they can expect from the development team, how the development process works, what we expect from them, and how the project shall be completed and delivered. Also explain the potential risks and challenges during the project development journey.
• Engage clients in informal communication and occasional greetings and wishes to make the client feel comfortable. 
• Understand client needs and identify new business opportunities. 
• Communicate client’s expectations, anxieties, and issues timely to the Engineering Managers. 
• Escalate business issues and any other unresolved issues to the reporting manager. 
• Whenever the client raises an issue or indicates to a potential risk, be proactive to gain client’s confidence that their issues and risks shall be resolved. 
• Conduct period client satisfaction surveys and meetings to assess client satisfaction, and develop strategies and plans in coordination with Account Managers and Senior Project Manager to maximize client satisfaction. 
• Generate regular client issues report and periodic client satisfaction report and share with relevant stakeholders. 
• Gather and analyze client feedback to make data-driven decisions for improving products and services. 

Expected Strengths and Competencies:

• Outstanding verbal and written communication 
• Excellent command in English language 
• Empathy and high emotional intelligence 
• Client conflict management 
• Excellent co-ordination and collaboration skills 
• Ability to perform and achieve shared as well as individual goals 
• Excellent negotiation skills 
• Outstanding ability to handle situations tactfully 
• High level of diplomacy 
• Good understanding on when and how to escalate the situation 
• Excellent data management and data analysis skills 
• Excellent observation skills and keen attention to details 
• Very good documentation skills 
• Ability to upsell ideas and features to clients 
• Proficiency in Microsoft Office and CRM software 
• Highly organized and solution-oriented 
• Detail-oriented and able to prioritize 
• Self-starter and able to work efficiently under pressure.

Source: Merojob

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