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 RoleWe 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
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.
AMC Renewal & Retention
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.
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.
Brownfield / Retrofit Opportunity Identification
Lead Generation & Conversion
Cross-Selling & Upselling
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.
Customer Education & Engagement
Documentation, SLA & Compliance
Reporting & Performance Analysis
Customer Satisfaction & Feedback
Required Skills & Competencies
Must-Have
