About the role
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Role Overview & Header DetailsRole: L3 Account ManagerBand Details: L3Reporting to: AM LeadDepartment: Account ManagementLocation: AhmedabadJob Type: Full TimeExperience: 5+ years in Account Management or Client Success
Role MissionTo independently own and drive a portfolio of 3–6 enterprise accounts, operating without review gates for routine planning, QBRs, renewals, or expansion proposals. The L3 Account Manager is an autonomous owner accountable for maintaining a 90%+ revenue retention rate and proactively building an aggregate expansion pipeline of ₹50L - ₹1Cr per quarter through the strategic integration of Agentic AI provocations.
1. . Key Responsibilities
- Independent Lifecycle Ownership: Own the end-to-end account lifecycle, including onboarding receipt from Sales, delivery governance, and independent leadership of the renewal and expansion process.
- Operational Discipline (Universal Expectations): Update the Central Client Document (CCD) within 24 hours of every client interaction without exception.
- Strategic Communication: Act as the sole SPOC for all growth-related client communication; issue a formal Change Note before any commitment changes regarding scope, timeline, or commercials.
- Strategic Account Planning: Author and refresh independent quarterly Account Plans that anticipate business needs, reference prior commitment history, and define clear expansion hypotheses.
- Relationship Governance: Maintain Stakeholder Maps with ≥2 tracked relationships per account, ensuring active engagement with Decision-makers, Champions, and Executive Sponsors.
- AI-Driven Value: Introduce at least one specific Agentic AI provocation or use-case question tied directly to the client’s industry pain points or stated business challenges in every QBR.
- Renewal Leadership: Initiate and lead renewal conversations ≥90 days before contract expiry with a prepared renewal brief covering account health, commercial options, and expansion potential.
- Delivery Alignment: Never commit delivery timelines or accept scope additions without a prior Delivery sign-off in writing.
- Financial Accountability: Proactively follow up on open invoices within 5 days of the payment due date and log the action and client response in the CCD.
- Enterprise Account Management (Managing portfolios of 3+ high-value accounts).
- Strategic Account Planning (Independence in authoring and refreshing plans).
- QBR Leadership (Ability to lead Director-level/C-suite reviews without a manager).
- Digital/Cloud Tool Proficiency (Working knowledge of GA4 and GCP context).
- Agentic AI Literacy (Identifying manual client workflows ripe for automation and provocation).
3. Good-to-Have Skills
- Industry expertise in BFSI, Retail, or Auto sectors.
- Advanced CRM hygiene (Experience with CCD standards or complex Salesforce/Keka environments).
- Advanced negotiation skills for complex expansion deals up to ₹50L.
- Single-Stakeholder Reliance: Reliance on a single point of contact without a documented strategy to build a broader relationship map (Decision-makers/Champions).
- Reactive Management: Waiting until the 60-day mark to flag renewal risks or waiting for client chasers before providing status updates.
- Escalation without Diagnosis: A pattern of raising issues to leadership without a root cause analysis, impact assessment, and at least two proposed solution options.
- Documentation Gaps: Failure to maintain real-time CCD updates (24-hour rule) or describing expansion ideas only verbally without commercial documentation.
- Review Gate Dependency: Inability to finalize QBR content or Account Plans without multiple rounds of manager co-authoring.
5. Our Culture & Perks — Where Grit Meets Growth
- Competitive CTC: based on experience & performance
- Medical Insurance for you and your family
- Return-to-Work Program for New Moms
- 1 Work From Home Day/Month — flexibility when needed
- 2 Birthday Leaves/Year — one for you, one to gift
- Monthly Engagement Activities — from game nights to town halls
- Inclusive Culture & Equal Opportunity Employer
- 5-day workweek — because personal time is non-negotiable