Service Account Manager

Service Account Manager - Delhi 2

Job Title

Service Account Manager - Delhi 2

Job Description

Title: Service Account Manager - Delhi 2

Location: Gurgaon

Job Responsibilities:

• Applies specialized knowledge to develop a list of identified renewal accounts, creates individual short-term implementation plans based on insights from customer needs and preferences to ensure continued satisfaction, retention, revenue growth, and foster long-term customer relationships.

• Works under limited supervision, maintains and updates renewal forecast data regularly to ensure accurate assessment of renewal opportunities for effective planning and decision-making.

• Ensures both current and expired customers' accounts remain in good standing through consistent follow-up and communication and prioritizes timely and efficient contract renewals to maximize revenue opportunities utilizing specialized knowledge.

• Resolves a wide range of moderate complexity requests in creative ways, demonstrating good judgment in selecting methods and techniques for obtaining solutions.

• Demonstrates specialized solution-selling expertise to cultivate internal relationships with sales and customer delivery teams, ensuring alignment with renewal and retention objectives through effective collaboration and coordination of efforts.

• Collaborates with account teams, business development, and customer delivery management teams to implement renewal strategies and identifies opportunities with Sales Account Managers and specialists for customer expansion within the existing base.

• Participates in customer calls and meetings to address outstanding issues, communicate the value of offerings and partnerships, and provide clarification on contractual pricing, terms, and conditions.

• Monitors inquiry status, coordinates responses with discernment to uphold customer satisfaction, utilizes complete judgment to address customer needs effectively and ensures timely and appropriate resolutions are provided.

• Conducts business reviews with customers to pinpoint growth opportunities and deliver outstanding customer service and support throughout the renewals process to ensure continued customer satisfaction.

• Engages with both external and internal customers to address advanced inquiries and issues, initiating dialogue with customer contacts, technical support, order management, and Area Sales Manager as needed.

• Delivers advanced customer service during the renewal process, compiles data on customer satisfaction and usage trends, identifies process improvement initiatives across maintenance renewals, software expansions, and new customer acquisitions and communicates feedback to sales and technical support.

Minimum required Experience:
Minimum 7 to 15 years of experience with Bachelor's in areas such as Sales, Customer Success, Customer Operations or equivalent OR no prior experience with Master's Degree.

Preferred Skills:
• Data Analysis & Interpretation
• Stakeholder Management
• Process Improvements
• Customer Satisfaction Techniques
• Customer Relationship Management (CRM) Software
• Opportunity Management
• Contract Management
• Technical Presentations
• Business Acumen
• Financial Acumen
• Documentation & Reporting
• Escalation Management

How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.
Onsite roles require full-time presence in the company’s facilities.
Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.
Indicate if this role is an office/field/onsite role.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
• Learn more about our business.

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Experience Level

Senior Level