Job Title: General Manager - Account Management

Functional Role: Customer Accounts Manager

Department: Operations

Reports to: Director, Product, Strategy, Customer Experience

Location: Bengaluru - NCR

Effective Date: October 2026

About:

Client with a mission to drive a zero-waste economy across India as the largest B2B digital aggregator, enabling seamless disposal of all types of waste in a safe, compliant, transparent, and sustainable way while maximizing asset monetization. It can dispose of waste anywhere, anytime, with traceability from waste to resources. It operates across 24 states and more than 300 locations, supported by a smart cloud-based technology platform and managed services that deliver innovative product solutions.

We are passionate about creating a positive social impact. This mindset is instilled in every member of our team, and we are dedicated to making a difference in the lives of people around us. If you are passionate about the challenges of waste management, environmental impact, improving livelihoods, and creating a sustainable planet, let's talk and make a difference together to build a clean and circular world!

Job Purpose:

The Account Management Leader owns the end-to-end customer relationship - commercial, operational, compliance, and strategic. The role ensures seamless service delivery, SLA adherence, revenue growth, customer satisfaction, risk mitigation, and expansion across waste streams, business units, and geographies. It blends Account Management, Program Management, and Operations Governance to deliver long-term customer value and business growth.

Job Responsibility & Duties:

1. Client Relationship & Account Ownership:

- Act as the primary point of contact for enterprise clients across large, medium, and small accounts.

- Conduct structured check-ins, QBRs, MBRs, and account reviews.

- Build multi-level relationships across sustainability, EHS, procurement, plant operations, and leadership.

- Drive adoption of digital platform- dashboards, analytics, compliance modules, sustainability reporting.

2. Operational Governance & SLA Delivery:

- Ensure seamless day-to-day waste transaction operations with zero safety breaches.

- Supervise operations teams and buy-side service providers deployed at client sites.

- Identify workflow bottlenecks and drive automation, process improvement, and resource productivity.

- Track KPIs: workflow efficiency, resource utilisation, incident management, SLA adherence.

3. Commercial Management & Revenue Growth:

- Own renewals, pricing, contract amendments, and margin protection.

- Identify upsell/cross-sell opportunities: new waste streams, new business units, new locations, group companies.

- Promote advisory services (ZWL, Waste Safari, Vendor Due Diligence, etc.).

- Manage invoicing, payment terms, DSO, and ensure timely payment realisation.

4. Compliance, Governance & Risk Management:

- Ensure compliance with CPCB/SPCB/SEZ regulations, EPR mandates, and sell-side CoC.

- Maintain audit-ready documentation and governance hygiene.

- Escalate risks in real time: revenue loss, SLA deviations, compliance breaches, reputational risks.

5. Program Management & Cross-Functional Collaboration:

- Act as Program Manager for all customer-related initiatives, milestones, and projects.

- Collaborate with Buyer Management, Finance, BD, Legal, and Product teams for seamless delivery.

- Lead customer-focused operations teams- hiring, training, coaching, and performance management.

6. Customer Satisfaction & Retention:

- Improve customer satisfaction scores through proactive engagement and issue resolution.

- Analyse lost customers and implement corrective actions to reduce churn.

- Strengthen long-term partnerships through insight-driven engagement.

Qualification, Experience, Skills:

Qualification:

- Bachelor's degree in any discipline; MBA preferred (Sales/Marketing/Operations/Supply Chain).

- Project management certifications (PMP, PRINCE2, Agile) preferred.

- Certifications in waste management, circular economy, or ISO 14001 are an advantage.

Work Experience:

- 8 - 12 years of experience in operations/account management or supply chain.

- Experience in the ESG space will be an added advantage.

Skills:

- Excellent communication, negotiation, and relationship-building skills.

- Strong problem-solving abilities to handle client issues proactively.

- Ability to manage multiple accounts and projects, work under pressure, and prioritize tasks efficiently.

- Customer-focused mindset with a passion for delivering exceptional service.

- Effective stakeholder management skills and interpersonal relationships.

- Good presentation skills with articulation.

- Conversant with PPT, Excel, Word, Google Sheets, Google Drive, Teams calls.

- Knowledge of CRM tools/ Project Management tools is an added advantage.

Competencies:

- Client Insight & Relationship Leadership.

- Commercial Acumen.

- Operational Excellence.

- Governance & Compliance Discipline.

- Strategic Thinking & Problem Solving.

Client expects every employee to nurture behavioural competencies aligned with the following company values: Integrity, Understanding, Excellence, Unity, Collaboration, Responsibility and Sense of Urgency.

Each employee acts as a brand ambassador when dealing with all external stakeholders.

Working Condition:

This position requires travel to visit customers, meet cross-functional teams, and spend time on computers.

Remuneration and Benefits:

General - industry standard. CTC is based on industry practices and includes PF, Gratuity, Medical Insurance, Accident Insurance, etc. This will be discussed and finalised when the job offer is finalised and accepted by the incumbent.