Account Service Delivery Manager

Account Service Delivery Manager Department: Service Sales / Business Development Reporting To: Sales / Service Manager Experience: 5–10 Years Industry: Physical Security / Access Control / Electronic Security / ELV Education: B.E./B.Tech – Electrical, Electronics, Instrumentation, Mechatronics, Mechanical or equivalent About the Role We are looking for an Account Manager – Service Sales to drive AMC, renewal, retrofit, upgrade and aftermarket business from existing Physical Access Control System (PACS) installations. The role requires a combination of technical understanding, consultative sales, account management and service coordination. The candidate will be responsible for understanding customers' existing security infrastructure, identifying service and upgrade opportunities, preparing technically sound proposals, managing AMC renewals and building long-term relationships with customers and key stakeholders. The role is particularly suited for professionals who have worked with Access Control, PACS, CCTV, biometrics, electronic security, ELV or security-system integrators and have experience in service sales, AMC, retrofit, renewal or upgrade business. Key Responsibilities 1. AMC Proposal & Pricing Management • Develop AMC proposals based on customer requirements, installed products, system usage, environment, and maintenance history. • Recommend appropriate service tiers, spare-part coverage, response times and preventive maintenance schedules. • Prepare technical and commercial proposals while maintaining business profitability. • Define scope of work, SLA, service coverage, exclusions, payment terms and other commercial conditions. • Coordinate with technical/service teams for accurate costing and solution inputs. 2. AMC Renewal & Retention • Track upcoming AMC expiries and initiate renewal discussions well in advance. • Manage the complete renewal cycle from requirement understanding through proposal, negotiation and closure. • Identify reasons for potential contract drop-offs and develop appropriate retention actions. • Maintain strong engagement with existing customers to increase renewal and retention rates. 3. Customer & Account Relationship Management • Manage relationships with Facility Managers, Security Heads, IT Heads, Purchase/Procurement teams, System Integrators and other decision-makers. • Act as the primary point of contact for AMC and service-related commercial discussions. • Understand customer infrastructure, business requirements and future expansion plans. • Build long-term relationships to generate recurring service and upgrade opportunities. 4. Technical Understanding – PACS / Security Systems • Develop strong knowledge of Access Control and Physical Security Systems. • Understand existing installations and identify potential service, replacement, retrofit and upgrade requirements. • Handle basic to intermediate technical queries during customer discussions. • Coordinate with engineering/support teams for advanced technical requirements. • Understand relevant technologies such as controllers, readers, credentials, biometric devices, turnstiles, barriers, door hardware, networking, OSDP, mobile credentials and cloud access control. The existing JD specifically calls for familiarity with PACS technologies, mobile/cloud access and OSDP. 5. Brownfield / Retrofit Opportunity Identification • Audit existing customer installations to identify: • Obsolete equipment • Hardware replacement requirements • Software upgrades • Capacity expansion • Security enhancement opportunities • AMC/service requirements • Retrofit opportunities • Convert installed-base knowledge into service, upgrade and aftermarket revenue. • Conduct customer/site visits to understand existing infrastructure and identify opportunities. 6. Lead Generation & Conversion • Generate opportunities from: • Existing installed base • Expired/lapsed AMCs • Service history • Existing customer relationships • Upgrade/retrofit requirements • Customer expansion projects • Work closely with Sales, Service and Technical teams to convert opportunities. • Develop technically relevant value propositions to demonstrate the business benefits of AMC and upgrades. 7. Cross-Selling & Upselling • Identify opportunities for: • AMC upgrades • Extended warranty/service coverage • On-site support • Spare parts • Hardware replacement • Software upgrades • Mobile access • Cloud migration • System expansion • Additional security solutions • Recommend solutions based on actual customer requirements rather than generic product selling. 8. Internal Coordination & Service Delivery • Coordinate with Service, Technical Support, Engineering, Logistics, Sales and System Integrators for smooth execution. • Translate customer requirements into actionable service plans. • Coordinate site visits, technical assessments, commissioning, upgrades and maintenance activities. • Monitor execution to ensure commitments made during the sales process are delivered appropriately. • Escalate service-related concerns and ensure timely resolution. 9. Customer Education & Engagement • Explain the business and technical benefits of AMC and preventive maintenance. • Educate customers on: • Downtime reduction • Equipment life extension • Preventive maintenance • System reliability • Security upgrades • Technology modernization • Conduct customer presentations, product demonstrations and solution discussions where required. The existing JD also includes individual product demonstrations and proof-of-concept activities. 10. Documentation, SLA & Compliance • Ensure proposals clearly define: • Scope of services • SLA • Response time • Preventive maintenance • Spare coverage • Exclusions • Commercial terms • Payment milestones • Maintain accurate customer and contract documentation. • Update CRM with opportunities, customer interactions, renewal status and upgrade history. • Maintain records required for reporting, audits and internal reviews. 11. Reporting & Performance Analysis • Maintain AMC and service-sales pipeline. • Track: • AMC renewal pipeline • Renewal rate • Conversion rate • Revenue • Customer retention • Upgrade opportunities • Cross-sell/upsell opportunities • Client engagement • Analyze customer and service trends and recommend improvements in AMC offerings. 12. Customer Satisfaction & Feedback • Monitor customer satisfaction throughout the AMC/service lifecycle. • Address customer concerns and coordinate internally for resolution. • Capture customer feedback and communicate recurring issues to Service/Product/Engineering teams. • Identify opportunities to improve service quality and customer experience. Required Ski