Account Manager - UAE : Client of Zinnobyte ZINNOBYTE SOLUTIONS LLP

We are seeking an experienced and dynamic Account Manager to lead strategic customer relationships and drive end-to-end account success. The ideal candidate will bring a strong foundation in software delivery and program management, ready to take ownership of key client accounts.

As an Account Manager, you will act as a trusted advisor to our customers — ensuring engagement continuity, satisfaction, and value realization while driving renewals, expansions, and overall account growth.

JOB RESPONSBILITIES

Account Management & Customer Success

• Own the complete customer relationship — ensuring high satisfaction, retention, and engagement.

• Track and improve VOC (Voice of Customer) and NPS (Net Promoter Score) metrics.

• Drive timely resolution of VOC issues and maintain closure reports.

• Manage RED customers proactively to ensure recovery and retention.

• Lead stakeholder interactions, identifying and addressing gaps in customer connect.

• Plan and execute customer meetups, events, and festive engagements to enhance relationships.

• Drive congratulatory communication and client recognition on key milestones.

• Onboard new customers and ensure smooth transition to delivery teams.

• Drive AMC renewals and manage customer lifecycle success.

• Ensure NPS tracking, feedback analysis, and issue resolution.

Internal

Internal

Account Strategy

• Drive account retention and risk analysis to ensure long-term stability.

• Identify and pursue growth opportunities through ECNB, upselling, and cross-selling.

• Initiate and manage growth-related change requests in collaboration with delivery and business teams.

• Develop and execute account strategies that align with customer objectives and organizational goals.

  Nurture Customer Relationships

• Build trust-based relationships through consistent communication and engagement.

• Understand customer requirements, business objectives, and operational challenges.

• Serve as the key liaison between customer stakeholders and internal teams to ensure satisfaction and value delivery.

  Contract & Financial Governance

• Manage and track AMC renewals, aging, and payment follow-ups.

• Oversee AMC contracts and related addendums.

• Drive Escrow renewals or initiate new ones as required.

• Manage contractual renewals for expiring agreements, ensuring continuity.

• Maintain and update the customer dashboard with account status, renewals, and financial insights.

• Ensure compliance and accuracy in all aspects of contract management and governance.

  Delivery & Program Excellence

• Lead program delivery excellence, ensuring projects meet quality, schedule, and budget goals.

• Oversee project financials, cost tracking, and profitability.

• Plan and monitor team utilization across projects.

• Ensure seamless execution through coordination with internal teams and external stakeholders.

• Support vendor management, procurement, and contract negotiations.

• Track and report program progress using Microsoft Project (MSP) and related tools.

  Growth & Expansion

• Identify opportunities for account expansion and connect elevation.

• Drive reference ability, customer testimonials, and case study participation.

• Collaborate with business and delivery leadership to create growth plans for strategic accounts.