Account Management Lead

Account Management Lead

Responsibilities

• Lead and coach a team of Account Managers responsible for existing client relationships, retention, renewals, and account growth.
• Provide hands‑on guidance on client situations, commercial discussions, escalations, QBRs, renewals, and upselling opportunities.
• Establish clear priorities and translate broader business objectives into practical account actions.
• Maintain visibility across the client portfolio and proactively identify accounts requiring management attention.
• Support the development of Account Managers through regular coaching, review, and structured follow‑up.
• Build greater ownership, confidence, and independence within the team while ensuring consistent execution.
• Maintain strong relationships with key client stakeholders and step into strategic or sensitive discussions when required.
• Oversee account health, client satisfaction, renewal risks, delivery concerns, and expansion opportunities.
• Ensure appropriate governance across key accounts, including regular business reviews, escalation management, action tracking, and stakeholder alignment.
• Drive proactive engagement rather than reactive account management.
• Provide clear, concise, and decision‑oriented reporting to leadership on account performance, portfolio health, risks, renewals, upsell pipeline, and key priorities.
• Consolidate information from multiple teams and convert operational detail into meaningful management insights.
• Highlight issues early, recommend actions, and ensure follow‑through.
• Prepare materials, summaries, and talking points for management reviews and leadership discussions.
• Communicate confidently with senior leadership and provide clear recommendations when decisions or escalation are required.
• Act as a strong connector between Account Management, Delivery, Project Management, Sales, Talent Acquisition, Finance, Legal, and other supporting functions.
• Drive alignment when responsibilities, ownership, or next steps are unclear.
• Facilitate difficult conversations where different teams have competing priorities.
• Escalate appropriately while also taking ownership of driving practical resolution.
• Help establish a stable and effective operating rhythm within the team.
• Identify gaps in processes, ownership, communication, or governance and implement practical improvements.
• Maintain composure and direction when working with incomplete information or changing priorities.
• Create clarity for the team during periods of organizational or operational change.
• Balance hands‑on involvement with developing greater independence and accountability within the team.
• Strengthen consistency in account governance, reporting, follow‑up, and internal communication.

Qualifications

• Minimum 5+ years of professional experience in an IT outsourcing / software development services company, with strong exposure to client‑facing account management, customer success, business development, delivery coordination, or similar roles.
• Proven experience managing strategic B2B client relationships within an IT outsourcing environment.
• Excellent spoken and written English, ideally at near‑native or fully professional proficiency.
• Experience leading, mentoring, or closely coaching Account Managers or other client‑facing team members.
• Strong executive communication and management reporting skills.
• Strong understanding of IT outsourcing engagement models such as staff augmentation, dedicated teams, managed services, and project‑based delivery.
• Demonstrated ability to work effectively across Account Management, Delivery, Project Management, Talent Acquisition, Finance, Sales, and other internal functions.
• Strong stakeholder management and influencing skills.
• Highly structured and able to manage multiple accounts, priorities, risks, and dependencies simultaneously.
• Comfortable operating in ambiguity and able to create clarity, direction, and momentum without requiring fully defined processes.
• Strong judgment in handling client escalations, commercial discussions, delivery challenges, and sensitive internal situations.

Preferred

• Previous experience in an Account Management Lead, Client Partnership, Customer Success Lead, or similar leadership position within an IT outsourcing company.
• At least 2 years of direct experience in Account Management, Customer Success, Client Partnership, or another client‑facing commercial role.
• Experience managing and developing a small Account Management team.
• Experience overseeing account portfolios covering renewals, retention, upselling, resource fulfilment, delivery risks, and profitability.
• Familiarity with commercial topics including pricing, contract extensions, change requests, rate negotiations, and account growth.
• Experience preparing and leading QBRs, client governance meetings, portfolio reviews, and executive management reporting.
• Experience working with international clients and multicultural teams across APAC, Europe, the US, or other global markets.

Benefits

• International working environment with AI‑driven strategic direction.
• 20 days of annual leave – Hybrid working mode.
• Premium healthcare package with PVI and comprehensive annual health check‑ups.
• Competitive salary & 13th salary bonus.
• Lunch allowance to fuel your productivity.
• Engaging company culture with fun activities.
• Global collaboration – Work with both Vietnamese and international colleagues.