US I Account Manager

The Account Manager (AM) is a key client partner and collaborative leader within Infinite Lambda. Responsible for owning and growing accounts, AMs play a crucial role in ensuring successful delivery, maintaining client satisfaction, and driving commercial outcomes. While AMs are expected to operate independently, they collaborate closely with delivery teams and seek support from Senior Account Managers when needed.

This role belongs to the Account Management Department, part of the broader Customer Success Division. AMs work cross-functionally with Engineering Excellence and Delivery Excellence teams, ensuring alignment between client goals and internal execution.

This role does not include direct reports but requires strong leadership through influence. You will collaborate with engineers, architects, analysts, project managers, and commercial teams to deliver measurable client outcomes and drive revenue growth.

Key Objectives

• Drive sustainable, forecastable growth: Secure new business opportunities from assigned accounts, retain clients, and ensure their satisfaction through exceptional delivery.
• Build enduring partnerships: Establish yourself as a trusted partner to clients, ensuring long-term collaboration and profitability.

You lead by example and foster a culture based on trust, empowerment, and excellence with your accounts and the teams you work with.

Detailed Responsibilities

Client Relationship Management

• Develop and nurture strong relationships with assigned clients, serving as the main point of contact and advocate for their needs;
• Understand each client’s business objectives, challenges, and strategic goals to deliver tailored solutions that align with their vision;
• Proactively establish Infinite Lambda as a trusted partner, consistently delivering tangible value and maintain client engagement ;
• Facilitate regular check-ins, quarterly business reviews, and strategic planning sessions to ensure alignment and promote long-term partnerships.
• Act as a cultural ambassador, fostering trust-based relationships that reflect Infinite Lambda’s values and create a positive, lasting experience for both clients and colleagues;
• Champion sustainable growth by aligning client success with long-term partnership and responsible use of data and AI technology.

Revenue Growth & Account Development

• Identify upselling and cross-selling opportunities within client environments;
• Drive renewals and contract discussions, with support from commercial leadership as needed;
• Drive financial performance by meeting revenue targets, securing competitive pricing, and maintaining consistent growth in gross margins and profitability;
• Proactively manage opportunity pipelines, converting opportunities into measurable revenue.

Strategic Account Planning

• Define and implement account strategies in line with the direction provided by the Chief Customer Success Officer (CCO);
• Collaborate with sales, marketing, and delivery teams to develop comprehensive account strategies that leverage Infinite Lambda’s offerings and expertise;
• Analyse client industries, competitors, and market trends to identify growth opportunities and mitigate risks;
• Contribute insights to product and service development based on client feedback and market needs.

Sales Handover & Onboarding

• Take ownership of new accounts after contract signature;
• Lead smooth client onboarding processes in coordination with delivery and sales.

Collaboration & Internal Alignment

• Coordinate with project teams to ensure alignment on client deliverables, project timelines, and resource allocation;
• Work closely with project teams to identify opportunities for innovation or new initiatives within accounts;
• Act as the primary escalation point for client-related issues, ensuring swift and effective resolution while preserving relationships;
• Provide regular updates and insights to internal stakeholders, ensuring company-wide visibility on account health and performance.

Operational Excellence

• Maintain high standards across account efficiency, revenue performance, and client experience;
• Track KPIs: revenue growth, NPS, forecast accuracy, GSS/FSS;
• Produce at least two domain-relevant artefacts per year (e.g. case studies, blogs, market insights).

Compensation And Performance Targets

The compensation for the Account Manager role is composed of a base salary and a variable component tied directly to performance. The variable portion is determined by success in three key performance indicators (KPIs):

• Financial Accuracy & Stability: Ensuring accounts are managed with precision, budgets are adhered to, and financial processes are stable and reliable;
• Net Promoter Score (NPS): Driving client satisfaction and advocacy, as measured by their likelihood to recommend our services;
• Account Revenue Growth and Sustain: Strategically fostering account growth through innovative solutions and long-term revenue stability.

This structure aligns rewards with results, ensuring performance excellence is recognised and incentivised.

Measurement Metrics

The success of the Account Manager role is evaluated based on the following categories:

Client Satisfaction

• Client Feedback (NPS): Track satisfaction trends quarterly, ensuring consistent improvement from the baseline;
• Referrals & Testimonials: Secure at least one public recommendation or referral per client.
• Growth and Sustain Score (GSS)
• Financial Stability Score (FSS)
• Client Interactions: Maintain consistent touchpoints through regular meetings and planning sessions.
• Forecast Accuracy: Minimise the variance between initial forecasts and actual revenue.
• Proven extensive experience in account management, client relationship development, and revenue growth;

Revenue Growth

• Upselling/Cross-Selling Revenue

• Revenue Target Achievement

• Gross Margin

Activity & Productivity

Qualifications And Skills

• Strong ability to build inclusive, trusted relationships with business and operational stakeholders, grow toward engaging executive leadership, and create positive experiences;
• Strong consultative skills, with the ability to identify and address client needs proactively;
• Excellent problem-solving skills with a results-driven mindset;
• Outstanding communication, negotiation, and presentation skills;
• Proficiency in analysing financial metrics and delivering data-driven insights;
• Demonstrated ability to manage multi-year accounts in a dynamic environment;
• High level of autonomy and capability to work with minimal oversight while delivering measurable results;
• Exceptional collaboration and alignment skills, ensuring seamless interaction between clients and internal teams;
• Commitment to supporting sustainable growth.