Work Model:
Hybrid / Onsite / Client Location (as required)
Reporting To:
Portfolio Head / Program Director
Band Level:
Manager / Senior Manager (depending on experience)
Industry Focus:
P&C, Life, Health (Insurance Tech), BFSI, Manufacturing, Retail
Role Overview
At
BlitzenX
, we don’t chase relationships — we earn them through clarity, accountability, and sustained impact. The
Client Relations Manager
is the linchpin between our clients and our delivery ecosystem. This isn’t a soft-touch customer success role — it’s a high-stakes, strategic position demanding deep IT Services expertise, consultative poise, and relentless client-centricity. You’ll manage key accounts, drive retention and expansion, and ensure we’re not just meeting expectations — we’re outpacing them.You’ll be expected to own the relationship, lead executive conversations, manage service delivery performance, and create growth pathways across assigned accounts. Your ability to challenge the status quo, read the room, and move the needle is what will set you apart here.
Key Responsibilities
Client Ownership & Strategic Partnership
- Operate as the face of BlitzenX to client executives — understand their business deeply and advocate internally for their success.
- Establish multi-threaded relationships across CXO, VP, and Director levels.
- Orchestrate quarterly business reviews (QBRs), governance meetings, and contract reviews to align on strategy, delivery, and commercial performance.
Service Excellence & Delivery Governance
- Partner tightly with Delivery, Program Managers, and Technical Leads to ensure engagements are on track, resourced optimally, and delivering measurable outcomes.
- Maintain constant visibility into SLAs, velocity, blockers, and change controls — and own the escalations before they escalate.
- Identify and neutralize risk proactively across people, process, and delivery.
Growth & Commercial Execution
- Lead growth within assigned accounts — identify cross-sell and up-sell opportunities that align with client strategy and BlitzenX capabilities.
- Build and co-own pursuit strategies with Sales and Practice Heads to land new statements of work (SOWs) and strategic extensions.
- Present pricing, delivery models, and resource deployment plans that balance commercial viability with client satisfaction.
Contractual & Financial Governance
- Ensure compliance with contract terms, SOWs, rate cards, and renewal timelines.
- Drive clarity across scope creep, invoicing cycles, and margin protection in collaboration with Finance and Legal.
- Provide monthly account health reporting — flag risks early, and show a plan to fix.
Internal Leadership
- Represent client voice in internal planning, retrospectives, and roadmap decisions.
- Mentor client-facing juniors and delivery managers on communication and client-first mindset.
- Contribute to internal playbooks, cadence models, and governance frameworks.
Minimum Qualifications
- 8+ years of experience in client relationship management, delivery governance, or account growth within IT Services or Consulting.
- Proven record of managing enterprise clients with minimum TCV of $2M+ annually.
- Domain experience in Insurance (Guidewire, Life platforms, HealthTech), BFSI, or large digital transformation programs is a must.
- Familiarity with delivery models (onsite/offshore/hybrid), project governance, and agile or scaled agile execution.
- Experience working with cross-functional teams across time zones, cultures, and verticals.
Behavioral Traits We Expect
- Relentless client focus with a bias for action
- High-pressure tolerance; thrives in demanding delivery situations
- Executive communication style — precise, solution-oriented, never reactive
- High accountability mindset — no excuses, only ownership
- Constant learner with deep listening skills and strategic empathy
Tools & Systems
- Salesforce, Jira, ServiceNow, Confluence, MS Teams
- PowerPoint + Excel fluency for executive reviews
- Familiarity with delivery health dashboards, timesheet systems, and basic P&L views
Travel
- Up to 25% travel to client sites or BlitzenX offices depending on account requirements.
