Lead Account Manager

Job Overview:

We are seeking a highly skilled and dynamic Lead - Account Manager to oversee and ensure the smooth delivery of projects across our Departments (UX/UI Design, Tech & Digital Marketing). This role requires managing a team of Account Managers and Project Managers, handling all client escalations, and ensuring seamless inter and intra-team communication. The Lead - Account Manager will play a critical role in driving efficiency, meeting deadlines, and maintaining client satisfaction.

Key Responsibilities:1. Project Delivery Management

• Oversee project delivery across all Departments to ensure on-time, high-quality outcomes.
• Monitor progress and address potential roadblocks proactively.
• Develop and implement processes to optimize delivery timelines and quality.

2. Team Management

• Act as the reporting manager for all Account Managers and Project Managers.
• Conduct regular team reviews to evaluate performance and provide constructive feedback.
• Facilitate collaboration across teams to align goals and priorities.

3. Client Escalation Management

• Serve as the first point of contact for client escalations.
• Resolve issues swiftly and effectively, ensuring client satisfaction and retention.
• Establish protocols to minimize future escalations and improve service levels.

4. Communication and Coordination

• Manage inter and intra-team communication for seamless operations.
• Act as a bridge between creative, technical, marketing and account teams to ensure alignment.
• Host regular status update meetings and share insights with leadership.

5. Reporting and Analysis

• Provide detailed project status reports to leadership, including risks and opportunities.
• Analyze delivery metrics and recommend improvements for efficiency.

Key Performance Indicators (KPIs):

• On-time project delivery percentage.
• Reduction in client escalations.
• Team productivity and performance metrics.
• Client satisfaction and retention rates.
• Process improvement implementation rate.

Qualifications and Skills:

• Experience: Minimum 6-8 years in project delivery or operations management, preferably in IT services, digital marketing, or design agencies.
• Leadership Skills: Proven ability to lead and motivate teams effectively.
• Client Management: Expertise in handling escalations and building strong client relationships.
• Process Orientation: Strong understanding of delivery processes and project management tools (e.g., Jira, Trello, Slack, Zoho Projects, etc).
• Communication: Excellent verbal and written communication skills.
• Problem-Solving: Ability to make quick decisions under pressure while balancing multiple priorities.

What We Offer:

• A collaborative work environment with opportunities for growth.
• Competitive salary and performance-based incentives.
• Opportunity to work with a dynamic team across creative and technical domains.