Executive Account Manager

ISA Consulting is an IT company offering end-to-end solutions in Digital Transformation, Digital Consulting and Business Process Services - supporting all Tech Stacks. Collectively we service a multitude of clients across industries and company verticals. We are a culmination of some of the brightest Full Stack Developers, Data Engineers, Architects, Project Managers, Quality Analysts, Strategists, spanning across multiple time zones.

Job Summary

As the Executive Account Manager (EAM) reporting directly to the CEO, you will own executive-level relationships across ISA’s most strategic accounts and partners. You will be accountable for retention, expansion, and measurable client outcomes—translating client priorities into crisp delivery roadmaps and KPI-driven success plans.

This is not a “check-in” account role. You are expected to operate as a business leader: protect revenue, grow revenue, create references, and ensure ISA consistently delivers to the highest standard—aligned with ISA’s values of professionalism, excellence, teamwork, and respect.

What Success Looks Like (First 6–12 Months)

• Trusted, multi-threaded relationships established with key executive stakeholders (C-suite/VP) across assigned accounts
• A consistent account operating rhythm in place: weekly health checks, monthly KPI reviews, and quarterly Executive Business Reviews (EBRs/QBRs).
• Documented account plans for 100% of assigned strategic accounts within first 90 days.
• At least one expansion initiative identified per strategic account within first 6 months
• A clear KPI scorecard per account (value, delivery, financials, risk) with visibility to the CEO and delivery leadership.
• Improved net revenue retention through expansion and cross-sell across ISA capabilities (AI/ML, IT outsourcing, application services, BPO).
• Fewer escalations due to proactive risk management, crisp stakeholder communications, and clear action plans.
• A reliable internal forecast and account plan that enables staffing, delivery planning, and growth investments.

Key Responsibilities

1) Executive Relationship Ownership

• Serve as the primary executive point of contact for assigned strategic accounts.
• Build and maintain multi-threaded relationships (economic buyer, technical buyer, delivery stakeholders).
• Clarify success criteria and align stakeholders—turning expectations into measurable commitments.
• Drive executive alignment during moments of change: scope shifts, roadmap updates, org changes, and escalations.

2) KPI & Outcomes Management (Account Scorecards)

You will create a repeatable, CEO-ready system for measuring and communicating account performance.

• Define success KPIs at account launch and refresh quarterly, jointly with the client.
• Build and maintain a scorecard that covers delivery health, business impact, relationship health, and financial performance.
• Run KPI review meetings with clear outcomes: actions, owners, due dates, and escalation paths.
• Provide the CEO with a concise monthly account health brief including wins, risks, growth opportunities, and next steps.
• Establish early warning indicators for churn risk, margin erosion, or delivery degradation.

3) Growth, Renewal, and Expansion

• Own renewals, expansions, and account growth plans—including account mapping and stakeholder strategy.
• Identify and drive cross-sell opportunities across ISA service lines (AI/ML, IT outsourcing, application services, BPO).
• Maintain an internal pipeline within each account (land → expand → optimize → renew) with clear probability, timing, and next actions.
• Partner with delivery and talent leadership to ensure proposed expansions are staffed and executable.

4) Delivery Alignment (Without Being the PM)

• Partner with Delivery Managers / Project Managers to ensure delivery is healthy and risks are surfaced early.
• Ensure clean handoffs and accountability across sales-to-delivery and ongoing stakeholder management.
• Lead escalations with speed, clarity, and ownership—protecting the client relationship and ISA’s reputation.
• Promote continuous improvement: capture lessons learned and translate them into playbooks and operating standards.
• Represent ISA professionally with clients and partners; contribute to reference-building, case-study readiness, and renewals.
• Collaborate with leadership on strategic partnerships and joint go-to-market opportunities.
• Serve as the voice of the customer internally—connecting market needs to delivery, talent, and capability development.

Ideal Background & Qualifications

Required

• 8–12+ years in enterprise account management, customer success, or consulting account leadership (technology services / IT consulting / outsourcing / BPO preferred).
• Proven track record owning executive relationships and delivering measurable outcomes tied to KPIs.
• Strong commercial capability: renewals, SOW/MSA management, expansion strategy, negotiation, and pricing/margin awareness.
• Operational rigor: ability to run account governance, maintain scorecards, and communicate clearly to a CEO.
• Comfort aligning solutions across modern tech domains (cloud, AI, digital transformation, application delivery, outsourcing).
• Demonstrated experience managing accounts with $1M+ annual contract value.

Preferred

• Experience supporting accounts that span multiple regions/time zones and distributed delivery teams.
• Familiarity working in partnership ecosystems (including cloud alliances).
• Experience in industries ISA serves broadly (e.g., finance, legal, software, e-commerce, etc.).
• Experience in services delivery environments where scope, staffing, and outcomes must be tightly managed.

Executive Behaviors We Expect

• CEO-level communication: concise, data-driven, and no surprises.
• Ownership: takes responsibility for outcomes end-to-end and drives decisions to closure.
• Trust, speed, and flexibility: moves quickly while keeping stakeholders aligned.
• High standards and professionalism: elevates how clients experience ISA.
• Sound judgment under pressure: turns ambiguity into clear priorities and next steps.
• Commercial courage: willing to have difficult conversations around scope, pricing, performance, or accountability when necessary.

Why This Role Matters

ISA is building and expanding while delivering high-impact technology and operational solutions. This Executive Account Manager role is central to ensuring our most important clients see measurable outcomes, renew with confidence, and expand with ISA as a long-term strategic partner. You will operate as an extension of the CEO—protecting client trust, enabling delivery excellence, and fueling growth.

Hiring Policy

This job description may evolve over time. ISA Consulting is dedicated to diversity and inclusion, ensuring a fair workplace for all, regardless of race, color, religion, gender, national origin, age, disability, or any other protected status.