Account Delivery Manager

Role Description

Responsible for continuity, renewal, and profitability of the assigned account(s) in a vertical, with a strong focus on delivery governance and operational efficiency. Act as the single point of accountability for client delivery outcomes - managing delivery across horizontals through coordination with PMs and delivery ops.

Work in collaboration with Sales team (Vertical AM/BDM/Sol. Arch.) to drive client satisfaction and enable delivery-led growth through account-specific SLA achievement.

Coordinate and act as conduit for overall delivery - stitching together an account view by working together with PM's, Account manager and Practitioner sales.

Key Responsibilities

• Drive delivery execution and delivery excellence in adherence to SLAs.
• Primary owner for account delivery & mgmt. of all projects under the assigned account: account level SLAs, reviews, resource planning, CSAT & budget.
• Partner with WMG to manage capacity planning and secure timely staffing; collaborate with Horizontal PMs to ensure aligned delivery execution.
• Ensure adherence to technical documentation required by client for project.
• Tracking and monitoring project specific KPIs and reporting the same in prescribed format to develop an account-level tracking; sharing inputs with AM as well.
• Tracking resource cost forecasts on existing projects; prepare and share weekly/monthly reports to Delivery director for tracking of key cost metrics.
• Drive operational metrics for project & provide inputs to AM/Business Development Manager for account-level planning.
• Support AM and Solution Architect in identification of margin improvement initiatives (including automation); drive implementation/ operationalization.
• Drive customer satisfaction by being primary relationship holder with key client stakeholders for delivery of all projects.
• Serve as the primary contact for clients, managing stakeholder relationships & ensuring satisfaction throughout the delivery lifecycle.
• Drive CSAT improvement actions based on delivery feedback.
• Lead governance activities for project & support in account-level governance.
• Collaborate in creation of project specific delivery plan along with Project managers and drive periodic reviews with the client.
• Drive and coordinate account governance activities (incl. QBRs, MBRs), validate invoice and follow-up on collections.
• Participate in client pursuit and support account growth.
• Contribute delivery insights to pursuit and renewal discussions to ensure alignment of commitments with delivery capabilities.
• Identify opportunities for extension within the account- delivery trends, capability gaps, or upsell/cross-sell opportunities; provide input on new account leads.

Key Interfaces

• Interacts with Account Managers, PMs and Delivery Ops for tracking of operational and financial metrics for the projects.
• Share inputs with AM on any additional resource requirements to deliver current project.
• e.g. address underperformance, scope miss or performance issue.
• Coordinate with AM/BDM, Practitioner Sales, Solution Architect for project kick-off.
• Coordinate with WMG for capacity planning and fulfillment of resource requisitions.

Key Metrics

• KPIs
• Gross Margin %
• Invoiced Revenue
• Client satisfaction (CSAT score)
• Cost overruns - Negative margin accounts (#, Revenue, Gross Margin)
• Key Result Areas (KRAs)
• Delivery Quality scores (SLA compliance, COQ, COPQ)
• % On-time delivery
• Variance in GM forecast vs actual

Skills

Automation, Budgeting, Business Development, Capacity Management, Cost Forecasting, Credit and Collections, Cross-Selling, Customer Relations, Customer Relationship Management (CRM), Customer Satisfaction, Delivery Management, Develop and Maintain Customers, Financial Metrics, Financial Trend Analysis, Forecasting, Gross Margin, Maintain Compliance, Metrics, Performance Metrics, Process Improvement, Profit & Loss, Project Planning, Project Tracking, Project/Program Management, Sales, Sales Management, Service Level Agreement (SLA), Solution Sales, Technical Writing, Time Management, Up-Selling

About the Company

Black Box Corp