Anonet Connect - Account Manager - Enterprise Service (3-6 Yrs) Noida (B2B/Corporate Sales)

Job Title: Enterprise Service Account Manager | Department: Customer Experience | Location: Noida Sec 16Job DescriptionThe Service Account Manager will be responsible for end-to-end after-sales service management of enterprise corporate and individual accounts. The role focuses on SLA governance, service delivery excellence, customer retention, collection and contract renewals. Acts as single point of contact for assigned (B2B & B2C) customers, ensuring service continuity, proactive issue resolution, and long-term partnership growth.Key Responsibilities:1. Service Ownership & SLA Governance- Act as the primary service SPOC for assigned enterprise accounts.- Ensure adherence to contractual SLAs (uptime, MTTR, latency, etc.).- Monitor network performance and service health reports.- Conduct root cause analysis (RCA) for major incidents.- Drive corrective and preventive action plans.- Coordinate with NOC, field operations, and technical teams for issue resolution.2. Enterprise Relationship Management- Build strong relationships with CXOs, IT Heads, and procurement teams.- Conduct Quarterly Business Reviews (QBRs).- Present performance dashboards and service analytics.- Understand client business objectives and align service delivery accordingly.- Manage escalations at senior management levels.3. Retention Management- Ensure timely renewal of enterprise contracts.- Identify churn risks and share detailed report to concerned team for issue resolution.- Maintain high renewal rates across assigned portfolio.- Ensure compliance with contractual obligations and documentation.4. Revenue Protection & Account Growth Support- Protect recurring revenue from assigned enterprise accounts.- Identify opportunities for bandwidth upgrades, redundancy links, DR solutions, and value-added services.- Collaborate with Enterprise Sales for expansion within existing accounts.- Monitor ARPU stability and revenue continuity.5. Billing & Collections Oversight- Ensure timely invoicing and payment realization.- Track outstanding payments and aging reports.- Resolve billing disputes in coordination with finance.- Maintain healthy DSO for assigned accounts.6. Incident & Escalation Management- Lead communication during major outages.- Provide timely updates to enterprise customers.- Ensure proper incident documentation and closure.- Maintain high customer confidence during service disruptions.7. Reporting & Governance- Maintain CRM updates for account health, renewals, escalations, and collections.- Share monthly service performance reports.- Track SLA compliance metrics.- Maintain enterprise account health scorecards.Key Performance Indicators (KPIs)- Enterprise retention rate | SLA compliance % | MTTR adherence | Renewal rate | Revenue retention % | Collection efficiency | Churn management - Predict and Prevent | Escalation management - issue raise to resolution time | CSAT / NPS (Enterprise accounts)Required Skills & Competencies- Strong understanding of Leased Lines (ILL) | MPLS | SD-WAN | DIA | Fiber & redundancy solutions- Knowledge of networking fundamentals (IP, routing, latency, uptime metrics)- SLA and contract management expertise- Escalation handling and crisis management capability- Strong stakeholder management skills- Analytical mindset (performance reporting & RCA)- Strong negotiation and commercial understandingEducational Qualification- Bachelor s degree in Engineering / IT / Business- MBA or technical certification (preferred)- Networking certifications (CCNA/CCNP - desirable)Experience Required- 5-8 years of experience in Enterprise ISP / Telecom / Managed Services- Minimum 3 years handling large enterprise or corporate accounts- Proven experience in SLA governance and enterprise retentionPreferred Candidate Profile- Experience handling multi-location enterprise clients- Strong communication and presentation skills- Ability to engage with senior stakeholders- Revenue-protection and service-excellence mindset- Strong coordination skills across cross-functional teams- Ability to manage high-pressure situations (ref:updazz.com)

Payroll Type : Permanent