Central Account Manager

About the role: Job Description: The Central Account Manager (Control Tower) plays a critical role in managing client accounts across residential and commercial communities. The role ensures seamless delivery of services, ERP data accuracy, and high client satisfaction levels through centralized monitoring and coordination. The ideal candidate will manage client escalations, oversee operational reporting, and work closely with cross-functional teams to enhance service quality and ensure smooth ERP operations for all societies.
Client Servicing & Relationship Management
● Manage end-to-end client relationships for assigned residential and commercial properties.
● Ensure consistent and high-quality service delivery in line with client expectations.
● Conduct periodic review calls and meetings with client representatives (RWA members, facility managers, etc.).
● Track client satisfaction and maintain target Net Promoter Scores (NPS).
● Build long-term relationships to ensure renewal, retention, and advocacy. ERP & Operations Management
● Oversee ERP operations for societies, including billing, complaint management, reports, and user support.
● Monitor ERP data accuracy, timely ticket resolution, and SLA adherence.
● Coordinate with internal operations, technical, and service teams to address client issues efficiently.
● Support onboarding of new societies and ensure smooth ERP setup and handover. Control Tower Coordination
● Act as a central escalation point between clients and regional operations teams.
● Identify recurring service gaps and work with internal stakeholders to implement corrective measures.
● Monitor real-time dashboards for service performance, ticket trends, and issue closure rates.
● Maintain detailed documentation of client feedback, escalations, and resolutions. Reporting & Governance
● Prepare and share timely reports on account health, SLA performance, and ERP data accuracy.
● Track and report key service metrics, including ticket turnaround time (TAT) and uptime compliance.
● Ensure all internal reporting and documentation meet company standards.

Work arrangement
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