- Own the complete customer relationship — ensuring high satisfaction, retention, and engagement.
- Track and improve VOC (Voice of Customer) and NPS (Net Promoter Score) metrics.
- Drive timely resolution of VOC issues and maintain closure reports.
- Manage RED customers proactively to ensure recovery and retention.
- Lead stakeholder interactions, identifying and addressing gaps in customer connect.
- Plan and execute customer meetups, events, and festive engagements to enhance relationships.
- Drive congratulatory communication and client recognition on key milestones.
- Onboard new customers and ensure smooth transition to delivery teams.
- Drive AMC renewals and manage customer lifecycle success.
- Ensure NPS tracking, feedback analysis, and issue resolution.
- Drive account retention and risk analysis to ensure long-term stability.
- Identify and pursue growth opportunities through ECNB, upselling, and cross-selling.
- Initiate and manage growth-related change requests in collaboration with delivery and business teams.
- Develop and execute account strategies that align with customer objectives and organizational goals.
- Build trust-based relationships through consistent communication and engagement.
- Understand customer requirements, business objectives, and operational challenges.
- Serve as the key liaison between customer stakeholders and internal teams to ensure satisfaction and value delivery.
- Manage and track AMC renewals, aging, and payment follow-ups.
- Oversee AMC contracts and related addendums.
- Drive Escrow renewals or initiate new ones as required.
- Manage contractual renewals for expiring agreements, ensuring continuity.
- Maintain and update the customer dashboard with account status, renewals, and financial insights.
- Ensure compliance and accuracy in all aspects of contract management and governance.
- Lead program delivery excellence, ensuring projects meet quality, schedule, and budget goals.
- Oversee project financials, cost tracking, and profitability.
- Plan and monitor team utilization across projects.
- Ensure seamless execution through coordination with internal teams and external stakeholders.
- Support vendor management, procurement, and contract negotiations.
- Track and report program progress using Microsoft Project (MSP) and related tools.
- Identify opportunities for account expansion and connect elevation.
- Drive reference ability, customer testimonials, and case study participation.
- Collaborate with business and delivery leadership to create growth plans for strategic accounts.
Requirements
- Bachelor’s degree in engineering, Computer Science, Marketing, or related field.
- MBA/PGDBM (Sales / Marketing) preferred , PMP certification preferred.
- 14 to 18 years of overall experience, with strong exposure to Customer Relationship Management.
- Proven experience managing large enterprise accounts
- Hands-on expertise in project financials, profitability management, and effort/schedule variance tracking.
- Strong skills in stakeholder management, contract governance, and vendor oversight.
- Proficiency in Microsoft Project (MSP) and related tracking tools.
- Excellent leadership, mentoring, and communication skills.
- Ability to work independently while fostering collaboration across cross-functional teams.
Benefits
Skills Required
- Bachelor's degree in engineering, computer science, marketing, or a related field
- 14 to 18 years of overall experience
- Strong customer relationship management experience
- Experience managing large enterprise accounts
- Expertise in project financials, profitability management, and effort or schedule variance tracking
- Strong stakeholder management, contract governance, and vendor oversight skills
- Proficiency in Microsoft Project and related tracking tools
- Excellent leadership, mentoring, and communication skills
- Ability to work independently and collaborate across cross-functional teams
- MBA or PGDBM in Sales or Marketing
- PMP certification
What We Do
Nucleus Software is the leading provider of lending and transaction banking solutions to the global financial services industry. Its software powers the operations of more than 200 financial institutions in 50 countries, supporting retail banking, corporate banking, cash management, internet banking, automotive finance & other business areas. FinnOne Neo™ - End-to-End Loan Lifecycle Management A comprehensive product suite built to digitize the lending operations of the global banking and financial services industry. FinnOne Neo is an agile and customer-centric platform capable of servicing the entire loan cycle. Nucleus Software’s FinnOne has been the 10 time winner World's Best Selling Lending Software. Nucleus Software's Lending Mobility Solutions enable the user to perform paperless data sourcing, revert back with application statuses, submit field investigation responses, collect upfront payments and compute repayment related calculations. The applications are based on robust platform with effective integration of security and technological aspects to cater to stringent requirements of financial institutions. Nucleus Software’s FinnAxia is a comprehensive cash management solution that caters to Global Receivables, Global Payment, Global Liquidity , e-Financial supply chain management and Business Internet Banking providing flexible, speedy & efficient execution of cash management processes. The web-enabled solution provides a competitive edge to banks and financial institutions with its seamlessly integrated modules. Acting as a powerhouse, Nucleus Software’s FinnAxia offers scalable and flexible banking solutions designed to address the dynamic business needs of the banks customers. Nucleus Software also offers solutions to customers in the areas of Managed Infrastructure services and Application Development & Maintenance.
