Account Manager

Role Description and Responsibilities

• Primary relationship holder and knowledge expert for large enterprise client(s); accountable to grow revenue and profitability at each client account

• Consistently expands broader and deeper relationships at the client account

• Understands client problems and strategies/initiatives at a detailed level

• Develops, refines and administers client account plan in collaboration with Vertical leaders, Solutions practitioners and architects, and Client delivery managers

• Aligns with Marketing to provide account-based marketing targeting

• Responsible for generating new Black Box solution opportunities (ideas) at the client account through deep client knowledge and leveraging Solutions development/sales programs

• Focus on cross-selling across Black Box solution portfolio to grow wallet share

• Works closely with solution selling team to support the development of and close-win of opportunities

• Supports contractual and client administration at the direction of relevant functional management

• Supports margin improvement initiatives with Delivery Managers/PMs

• Supports order management, procurement, client invoicing, collections and financial planning and analysis functions 

• Jointly accountable with Delivery management to maintain customer satisfaction; track and report CSAT / NPS

Job Specifications & Requirements

• Minimum 8 years of experience in client-facing roles or account leadership within IT solutions or management consulting

• Skilled in overseeing and expanding client P&L, with a strong background in CRM programs and account planning

• Deep expertise in the vertical industry is essential

• Proficient in selling across various service lines

• Outstanding communication skills, capable of effectively engaging with stakeholders across all levels, both within the company and in client organizations

• Exceptionally detail-oriented, with the ability to manage and coordinate all aspects of complex projects

• Proven experience with global service delivery models, adept at managing cross-regional operations

• Bachelor’s or Master’s degree preferred

Key Metrics

• Qualified contacts created

• Account plan completion measures

• Number of opportunities created and average opportunity size

• Conversion Rate % to Formal Proposal

• Qualified Win Rate %

• Order Book Value

• Gross Margin % As Sold

• Revenue

• Gross Profit

• CSAT/NPS scores

• DSO

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