Account Manager – Principal Consultant (USA)

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 and 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 and 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 and testimonials: Secure at least one public recommendation or referral per client.

Revenue growth

• Upselling/Cross-selling Revenue
• Revenue Target Achievement
• Gross Margin
• Growth and Sustain Score (GSS)
• Financial Stability Score (FSS)

Activity and productivity

• Client interactions: Maintain consistent touchpoints through regular meetings and planning sessions.
• Forecast accuracy: Minimise the variance between initial forecasts and actual revenue.