Cloudangles - Account Manager

CloudAngles is looking for an experienced and customer-focused Account Manager to manage and grow strategic GCC client accounts. The ideal candidate will play a key role in driving customer success, operational excellence, service delivery governance, and long-term client relationships.

This role requires expertise in account management, IT operations, stakeholder engagement, delivery coordination, and process improvement within enterprise IT and digital transformation environments.

Key Responsibilities

Account & Client Management

- Manage end-to-end delivery and customer engagement for GCC accounts.

- Build and maintain strong relationships with customer stakeholders and business leaders.

- Understand client requirements and align delivery teams to meet business expectations.

- Conduct regular governance meetings, performance reviews, and status reporting.

- Drive customer satisfaction, retention, and account growth opportunities.

Delivery & Operations Management

- Coordinate with delivery, infrastructure, cloud, and support teams to ensure smooth operations.

- Monitor KPIs, SLAs, incident management, and service performance metrics.

- Support digital transformation, automation, and operational improvement initiatives.

- Identify delivery risks, escalations, and operational issues and ensure timely resolution.

- Ensure compliance with organizational processes, quality standards, and governance frameworks.

Program Coordination & Process Improvement

- Support project planning, execution tracking, and resource coordination.

- Drive continuous improvement initiatives using Lean, Agile, and process optimization practices.

- Collaborate with cross-functional teams to improve operational efficiency and reduce service issues.

- Assist in implementing automation and AI-driven operational enhancements where applicable.

Team & Stakeholder Collaboration

- Work closely with internal teams, vendors, and customer stakeholders to achieve delivery objectives.

- Mentor team members and support knowledge-sharing initiatives.

- Facilitate effective communication across onsite and offshore teams.

Required Qualifications

- Bachelor's degree in engineering, Information Technology, Business Administration, or related field.

- MBA / Executive Management Program from an IIM (Indian Institute of Management) is required.

- 8-15 years of experience in Account Management, Delivery Management, or IT Operations.

- Experience managing GCC or global enterprise accounts.

- Strong understanding of IT Infrastructure, Cloud Operations, Managed Services, and Service Management.

- Experience in customer engagement, governance, SLA/KPI management, and operational reporting.

- Excellent communication, stakeholder management, and problem-solving skills.