Manager - Account Management

Account Managers are responsible for maintaining and expanding business with existing customers/ business areas whilst scouting for new opportunities via building new customer relationships.

They are responsible for obtaining and maintaining long-term key customers by comprehending their requirements. They build strong relationships with strategic customers, identify customer needs and map them with the company’s expertise to generate mutual value. They work with multiple delivery teams to enhance customer satisfaction. The goal is to drive sustainability and growth of our business to achieve long-term success with client organizations.

Responsibilities

• Account Ownership and Intelligence
  • Develop deep knowledge of the client account (existing or new) and the client business priorities i.e. know their business better than most people that work there.
    • Acquire a thorough understanding of key customer goals and requirements.
    • Expand the relationships with existing customers by continuously proposing solutions that meet their objectives.
    • Forecast and track key client as well as account metrics.
    • Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics.
    • Ensure all deals are contracted and executed timely with accuracy and transparency.
    • Ensure all the terms of the agreement are drafted with utmost diligence.
• Relationship Management
  • Serve as key point of contact for clients. Build customer and company relationships and generate revenue for clients and for EXL.
    • Manage and coordinate stakeholder relationship with delivery teams. Serve as the link of communication between key customers and internal teams.
    • Seek regular feedback from client and delivery teams to verify satisfaction and uncover minor issues which could escalate if left unattended.
    • Develop business relationship with client-side procurement/ vendor management office.
    • Drive communication and collaboration among EXL delivery leaders engaged in the account.

• Strategy
  • Develop pricing strategies and negotiate with clients to contract the deals.
    • Play an integral part in generating new sales that will turn into long-lasting relationships.
    • Engage in strategic and tactical forecasting/ planning and implementation in accordance with EXL goals.
    • Drive the creation and execution of strategic account plans.

• Health BU fluency

  • Develop understanding on the working of healthcare system and keep constant track of the latest industry trends.
    • Continuously learn and gain deep knowledge on EXL capabilities and solutions.
    • Develop deep understanding EXL’s capabilities and offerings in Data, Analytics, Digital and AI
    • Help establish working relationships with SGUs that support the above capabilities
    • Gain understanding of various pricing models.
    • Be capable of identifying client opportunities, map them with EXL goals/ capabilities and build business cases.
• Process Excellence
  • Manage the response process against RFI/ RFP’s and ensure that all the milestones and deliverables are met in timely manner.
    • Ensure the right services are delivered to clients in a timely manner.
    • Resolve any issues and problems faced by clients to maintain trust.

Meet regularly with all internal stakeholders to discuss progress and find new ways to improve business.

Qualifications

1-3 years of work experience

proficient with most MS Office applications

Communicate effectively both verbal and written

Prior experience with contracting and other legal documents a plus

Strong understanding of Data, Analytics and AI is a plus

Adept at relationship building and project management