Account Delivery Executive - Wipro : Job Details

Job Description JOB SUMMARY The Account Executive (AE) is a customer-oriented leadership role that provides oversight and accountability for account growth, service delivery excellence and contract compliance across the Wipro Healthcare and clients with an overarching mission to ensure a positive and meaningful customer experience. The AE must be an active collaborator across the entire organization. The AE will manage an account or portfolio of accounts, with responsibility for overall health of the account(s) and customer relationships. The AE develops relationships with leadership groups in different functions in order to collaborate and make informed decisions to foster service excellence, customer satisfaction and profitable growth. ESSENTIAL JOB FUNCTIONS/DUTIES

• Develop and enhance relationships with key client stakeholders, understanding each client's business goals and key initiatives, and seeking opportunities to enhance value for both parties.
• Monitor service delivery and overall program health with a view towards patterns and trends to proactively anticipate unfavorable performance and mitigate where possible through close collaboration with delivery leaders.
• Lead an internal team of Account Managers (as assigned) to take care of the day-to-day servicing of the relationship and ensure a well managed customer experience.
• Orchestrate client engagement with an extended virtual team of delivery leaders by facilitating meetings and collaboration between stakeholders in both Wipro and customer organizations. The AE will often act as convenor to bring the right parties together to deal with a range of business needs and situations..
• Communicate the value of being a reference to all clients, convincing them to share their success stories with potential Wipro clients. Increase the number of reference clients.
• Work closely with the Technology, Operations and other internal functions across the continuum of the Wipro relationship, serving as a resource for client knowledge over time.
• Develop, maintain, and follow through with a Strategic Client Account Plan. Focus on improving client satisfaction and uncovering upsell opportunities.
• Build and improve relationships with customers, key suppliers and partners
• Identify potential future opportunities and share with the Account Leadership and Management team for follow-up
• Attend to customer complaints and resolve issues promptly. Anticipate potential adverse developments and proactively intervene to minimize customer abrasion and prevent unnecessary escalations.
• Support efficient and effective governance, business continuity and communications across the program and in alignment with contract commitments and Account Leadership and Management expectations
• Support the Wipro Customer Satisfaction survey and action planning process.

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