Be a part of our success story

This role is responsible for driving client retention, revenue expansion, and building a strong community-led engagement ecosystem across all DevX centres nationally. The role goes beyond traditional account management by focusing on creating meaningful client experiences, enabling peer-to-peer networks, and transforming transactional relationships into long-term partnerships. The individual will own enterprise client relationships, lead structured engagement initiatives, and drive revenue outcomes through deeper client integration, while building scalable frameworks that can be replicated across centres.

Key Responsibilities:

1. Client Retention & Relationship Ownership

• Own the end-to-end client lifecycle across enterprise accounts
• Build strong, long-term relationships with key stakeholders and decision-makers
• Drive proactive engagement to understand client needs, risks, and growth opportunities
• Lead renewal discussions and ensure continuity of client partnerships

2. Revenue Expansion & Account Growth

• Drive revenue growth from existing clients through structured expansion strategies
• Identify cross-sell and upsell opportunities across centres and services
• Build account plans focused on increasing client footprint and engagement
• Partner with sales teams to align on expansion opportunities

3. Community Building & Client Engagement

• Design and drive a national community engagement strategy across centres
• Build client cohorts and networks to enable peer-to-peer interaction
• Create platforms for collaboration, knowledge sharing, and networking
• Drive initiatives that enhance client experience beyond infrastructure
• Enable clients to actively participate in and benefit from the DevX ecosystem

4. Client Experience & Value Creation

• Strengthen overall client experience across touchpoints
• Move beyond transactional interactions to relationship-led engagement
• Identify gaps in client journey and drive continuous improvement
• Build differentiated experiences that enhance client retention and satisfaction

5. Team Leadership & Capability Building

• Lead, mentor, and enable Account Managers across centres
• Build capabilities around client engagement, relationship management, and ownership
• Define playbooks and SOPs for consistent execution across locations
• Ensure teams are equipped to manage both client relationships and engagement initiatives

6. Escalation Management & Governance

• Act as the central escalation point for key enterprise clients
• Ensure timely resolution of client concerns while maintaining trust
• Build structured processes for escalation handling and prevention
• Strengthen governance across client lifecycle management

7. Cross-Functional Collaboration

• Work closely with Sales, Operations, and other internal teams
• Align client strategy with business growth and expansion plans
• Ensure seamless coordination for client onboarding, servicing, and expansion
• Drive alignment across teams to deliver a consistent client experience

Qualifications & Experience:

• 12-15 years of experience in account management, customer success, or client-facing roles
• Strong exposure to enterprise clients and lifecycle management
• Experience in multi-location or multi-client portfolio roles
• Prior experience in community building, engagement programs, or ecosystem roles preferred
  

Key Skills Required:

• Enterprise client management & stakeholder engagement
• Revenue retention, expansion & account growth
• Community building & engagement strategy
• Program design & experience thinking
• Strong communication, influence & relationship-building

‍