Experience : 3-7 Years

Location : Mumbai (Juhu)

Position Summary

The Account Manager – SMB & Enterprise is responsible for managing and growing existing customer accounts while identifying opportunities for renewals, upselling, cross-selling, and long-term strategic partnerships. The role serves as the primary relationship owner for assigned SMB and Enterprise customers, ensuring high customer satisfaction, revenue retention, and account expansion.

Key Responsibilities

Account Management

– Serve as the primary point of contact for assigned SMB and Enterprise customers.

– Develop strong relationships with business owners, CXOs, procurement teams, and key stakeholders.

– Conduct regular business reviews to understand customer objectives and identify new opportunities.

– Ensure successful onboarding and adoption of Netcloud Consulting’s solutions.

Revenue Growth

– Achieve monthly, quarterly, and annual account revenue targets.

– Drive contract renewals and maximize customer retention.

– Identify and close upsell and cross-sell opportunities across AI, cloud, managed services, cybersecurity, digital transformation, and marketplace management solutions.

– Increase Annual Recurring Revenue (ARR) and Customer Lifetime Value (CLV).

Customer Success

– Ensure timely resolution of customer concerns by coordinating with technical and delivery teams.

– Monitor customer satisfaction and proactively mitigate risks to account health.

– Manage contract renewals, amendments, and commercial discussions.

– Develop long-term account growth plans for strategic customers.

Commercial Management

– Prepare commercial proposals, quotations, and renewal agreements.

– Negotiate pricing and contract terms within approved guidelines.

– Ensure timely invoicing and support collection of outstanding payments.

– Maintain account profitability while meeting customer expectations.

Sales & Reporting

– Maintain accurate account information and opportunity pipeline in the CRM.

– Forecast renewal and expansion revenue.

– Prepare account performance and revenue reports.

– Collaborate with Business Development and Delivery teams to ensure seamless customer engagement.

Key Performance Indicators (KPIs)

– Revenue Retention

– Renewal Rate

– Upsell & Cross-sell Revenue

– Net Revenue Retention (NRR)

– Customer Satisfaction (CSAT)

– Customer Churn Rate

– Account Growth

– Annual Recurring Revenue (ARR)

– Collection Efficiency

– Forecast Accuracy

Qualifications

– Bachelor’s degree in Business, Marketing, IT, or a related field.

– 3–7 years of experience in Account Management, Customer Success, or B2B Sales.

– Experience managing SMB and Enterprise customers in IT services, cloud, AI, SaaS, or managed services is preferred.

– Strong relationship management, negotiation, and commercial acumen.

– Experience using CRM platforms and preparing business reviews.

Reporting To

Business Development Manager – SMB & Enterprise Sales / Associate Vice President – SMB & Enterprise Sales

Kindly share your updated resume

ruchita.parsekar@e-stonetech.com