Service Account Manager

  • Mumbai
  • Nxtra By Airtel

  • SAM will serve as the primary interface between our clients and internal teams, ensuring the seamless delivery of active services as per MSA agreements.
  • The ideal candidate will possess strong communication skills, relationship-building capabilities, and a keen understanding of client needs.
  • Act as the liaison between clients and internal teams, facilitating the delivery of active services as per MSA agreements. Develop and manage long-term relationships with clients, engaging with key business executives and stakeholders on both sides.
  • Prepare and deliver monthly/weekly/QBR reports in accordance with contractual obligations. Gather inputs from clients and collaborate with internal cross-functional teams, such as DC Operations and Sales, to enhance the client experience and provide timely quotes.
  • Understand client requirements and coordinate with various internal teams to meet those requirements and resolve client-raised issues. Engage with clients to identify concerns and pain points, ensuring client satisfaction by addressing hurdles post-internal deliberations.
  • Direct billing queries to the appropriate stakeholders (CRM Team) and communicate with clients regarding the status of tasks, issues, bottlenecks, and delays.
  • Conduct and participate in weekly/monthly/quarterly review/governance meetings, circulating meeting minutes. Provide clients with weekly, monthly, and quarterly reports in adherence to the agreed-upon schedule outlined in the MSA.
  • Maintain issue trackers for operations, safety, and security, ensuring timely updates.
  • Serve as the single point of contact for all communications received from clients and internal teams across various domains.Monitor and ensure adherence to SLAs (Service Level Agreements) by respective domain teams as per the contract. Identify gaps highlighted by clients and take initiative to address them promptly.Streamline processes and procedures to ensure compliance with the requirements of both parties.
  • Understand client challenges, internally discuss improvements in operational areas, and monitor implemented improvements to prevent deterioration over time. Record and maintain all issues/snags raised by clients.
  • Ability to multitask and work effectively under pressure. Proficiency in MS Office – excel, word & power point presentation.
  • Knowledge about DC industry
  • Understanding of Electrical, Mechanical, MEP & IT services of DC.
  • Should be able to lead & manage customer call independently.