[Internal Hiring]: AVP - Account Management / Client Partner

Job Title: Head – Customer Success / Account Management / Client Partner

Experience: 12–18 Years

Location: Noida (Sec.129)

Role Overview

We are looking for a seasoned leader to head our Customer Success function for Digital Transformation Services .

This role is aligned with a Client Partner / Account Director profile in leading services organizations, with end-to-end ownership of:

• •Client relationships
• •Account growth (farming)
• •Delivery alignment
• •Account profitability

The candidate will drive long-term strategic partnerships, high retention, and expansion of enterprise accounts , ensuring successful delivery of digital transformation programs.

Key Responsibilities

1. Account Leadership & Growth

• •Own and grow a portfolio of strategic / enterprise accounts
• •Drive account expansion through new initiatives in digital transformation
• •Develop and execute account growth strategies and roadmaps
• •Identify opportunities across technology transformation, modernization, and innovation initiatives

2. Client Relationship Management

• •Build strong relationships with CXOs, Business Heads, and Technology Leaders
• •Act as a trusted advisor on digital transformation journeys
• •Lead QBRs, MBRs, and executive governance forums
• •Ensure high client engagement and satisfaction

3. Delivery Oversight & Execution Alignment

• •Collaborate with Delivery / Engineering teams to ensure:
• •High-quality execution
• •SLA adherence
• •Timely delivery of transformation programs

• •Ensure smooth transition from sales to delivery
• •Act as escalation point for critical client issues

4. Customer Success & Retention

• •Drive client retention and long-term engagement
• •Track account health metrics such as:
• •Engagement
• •Delivery performance
• •Client satisfaction

Proactively identify risks and implement mitigation strategies

5. Revenue & Commercial Ownership

• •Own revenue targets from existing accounts
• •Drive renewals, contract expansions, and margin improvement
• •Lead commercial discussions, proposals, and negotiations

6. Team Leadership & Capability Building

• •Build and lead a team of Customer Success Managers / Account Managers
• •Define KPIs, goals, and performance frameworks
• •Mentor team on client engagement, strategic selling, and delivery alignment

7. Governance & Reporting

• •Establish governance frameworks for account performance and delivery reviews
• •Track key metrics:
• •Revenue growth
• •Account profitability
• •Retention & churn

Present regular updates to leadership

8. Cross-Functional Collaboration

• •Work closely with:
• •Sales teams for account expansion
• •Delivery teams for execution excellence
• •Leadership teams for strategic alignment

Ensure seamless end-to-end customer lifecycle management

Must-Have Skills & Experience

Domain Expertise

• •Strong experience in Digital Transformation / IT Services / Consulting organizations
• •Proven track record of managing and growing enterprise accounts
• •Experience in delivering large-scale digital transformation programs
• •Strong understanding of:
• •Technology consulting
• •Modernization initiatives
• •Enterprise delivery models

Role Background

• •Experience in roles such as:
• •Account Director
• •Client Partner
• •Engagement Manager
• •Customer Success Leader (Services)

Leadership & Business Skills

• •Strong stakeholder management (CXO-level)
• •Excellent commercial acumen and negotiation skills
• •Proven team leadership and scaling experience
• •Strategic thinking with strong execution focus

Good-to-Have

• •Experience with global clients (US / Europe markets)
• •Exposure to cloud, data, AI, or platform-led transformation initiatives
• •Experience managing multi-million-dollar accounts

KPIs / Success Metrics

• •Client Retention Rate
• •Revenue Growth from Existing Accounts
• •Expansion Revenue (Upsell / Cross-sell)
• •Customer Satisfaction (CSAT / NPS)
• •Churn Rate
• •Account Health Score
• •Renewal Rate
• •Pipeline from Existing Accounts