• Enable customer success outcomes including reduced customer churn, identifying expansion opportunity and product adoption, as well as overall customer health scores • Support the team in managing clinical inquiries, client escalations and service recovery • Manage the achievement of performance metrics for the team • Perform regular team member coaching and identify the team’s training opportunities • Build trusting relationships with external customers and internal stakeholders • Maintain a comprehensive understanding of business challenges faced by customers with a focus on clinical trends, programs, and clinical operations. • Assist leadership with cross-functional project management to drive resolution for escalated client issues while coordinating internal and external teams as necessary • Identify product and process gaps by conducting business impact assessments and proactively managing internal and external expectations • Assist in the ongoing candidate review and hiring process • Monitor and assist with the management of team member capacity and bandwidth, new business assignments, and reassignments

• Develop and execute strategic sales plans to achieve sales targets and expand our customer base in South and West India. • Manage and nurture relationships with large enterprise accounts, ensuring high levels of customer satisfaction and retention. • Identify new business opportunities and develop strategies to pursue them. • Collaborate with internal teams & Avaya partner community to ensure seamless delivery of solutions and services to clients. • Provide regular sales forecasts and reports to senior management. • Stay updated on industry trends, market conditions, and competitors to effectively position our solutions. • Participate in industry events, conferences, and networking opportunities to promote our brand and solutions.

Role Description The Account Principal, Senior (AP) is the end-to-end owner of services success within a defined portfolio of client accounts. This role spans pre-sales, delivery oversight, and post-sales growth, ensuring that all services engagements are commercially sound, operationally successful, and aligned to long-term client value. Operating in a multi-seller environment, the Account Principal acts as the single point of accountability for services outcomes—bringing cohesion across sales, solutioning, and delivery teams and purposefully abstracting internal complexity. This is a senior hybrid commercial and service delivery leadership role with accountability for revenue growth, margin performance, client satisfaction, and retention, as well as mentoring other teammates and shaping new GTM solutions across the portfolio. The Account Principal is a steward for their portfolio, managing Insight’s risk and ensuring that growth is profitable, repeatable, and rooted in client success. Key Responsibilities - Account Ownership & Strategy (in partnership with sales) - Serve as the primary owner of services performance and P&L in assigned accounts - Develop and maintain a comprehensive account plan covering: - Revenue growth (recurring + project-based services) - Margin improvement - Expansion opportunities - Delivery roadmap and risk profile - Build, nurture and diversify executive-level client relationships - Pre-sales Leadership (in partnership with sales) - Provide clear direction and prioritization to ensure right pace and path for opportunities - Serve as central orchestration point to guide the process, abstract complexity, eliminate friction, and minimize delays - Partner with Sales and Solution Line overlays to: - Shape services opportunities - Align Insight solutions to client outcomes - Ensure commercial viability and delivery feasibility - Provide go/no-go input and deal governance, including: - Scope validation - Margin expectations - Delivery risk assessment - Collaborate with the Practice (delivery) to translate client needs into executable services solutions, ensuring smooth transition from pre- to post-sales - Deal Quality & Commercial Integrity - Act as the final checkpoint for services deals prior to close - Ensure: - Accurate scoping and pricing - Alignment between proposal and delivery capabilities - Sustainable margin profiles - Mitigate risk from poorly structured or misaligned deals - Delivery Accountability (in partnership with the Practice) - Align technical delivery with business value realization - Own overall success of services engagements within the account - Partner with Delivery Leads and PMO to ensure: - Shared context and awareness across workstreams - On-time, on-budget delivery - Quality and client satisfaction - Effective issue and escalation management - Growth, Expansion & Retention - Lead cross-sell and upsell opportunities that drive lifecycle engagement (from advisory through managed services) and diversify lines of business - Own renewal strategy and growth of recurring services in revenue mix - Drive strong net revenue retention (NRR) across the portfolio - Increasing recurring revenue as a percentage of total revenue - Champion continuous improvement and competitive advantage by identifying opportunities to modernize and transform service delivery models (e.g., AI, automation, managed service evolution) - Cross-Functional Orchestration - Align across: - Account Executives (GTM Sales teams) - Solution Line Sales Overlays (Infrastructure, Google, ServiceNow, Microsoft) - Pre-sales (technical expertise for scoping, pricing, level of effort) - Practice teams (delivery execution) - PMO (governance and reporting) - Finance (complex deal structures and billing) - Ensure a unified client experience despite multiple sellers and contributors - Financial & KPI Management - Own and manage: - Services revenue targets within the account - Gross margin / contribution margin - Forecasting and pipeline accuracy (services-specific) - Retention and satisfaction KPIs - Drive disciplined account-level financial performance - Leadership & Team Development - Contribute to the impact and maturity of the organization through: - Coaching and developing junior Account Principals, pod members, and cross-functional partners to operate as a high-performance team - Supporting new hire integration activities - Collaborating with peers on methodologies and ways of working - Contributing reusable IP, case studies, and documented learnings to the broader team - Lead account and deal reviews, codifying lessons learned into playbooks and reusable assets - Operate as a collaborative, culture-setting leader who helps build a high-performance, high-accountability environment - (Active Stakeholder in) GTM Solution Development & Portfolio Innovation - Serve as the voice of the client and field in GTM/offer forums, bringing demand patterns and objections from your portfolio. - Act as a design partner to pressure-test new solutions and commercial constructs against account realities and segment needs. - Pilot priority GTM plays and offerings in select accounts and provide structured feedback on value, packaging, pricing, and delivery fit. - Influence roadmap and prioritization by articulating client outcome impact and account-level economics (LTV, ARR, margin). Qualifications - 12+ years of experience in: - Technology services, consulting, or systems/solution integration - Strategic account management, client partner, or delivery leadership roles - Proven ability to: - Manage and grow multi-million-dollar client portfolios - Operate across sales and delivery functions - Influence without direct authority in matrixed organizations - Consult, communicate, present and influence across multiple tiers of an organization including executive & C-suite level - Think critically, solve problems, handle issues and escalations - Strong commercial acumen: - Deal structuring, pricing, and margin management - Experience leading complex services engagements - Ability to support up to 30% travel as required for client meetings, internal and industry events Requirements - P&L management - Enterprise-wide transformations and initiatives with distributed teams - Familiarity with leading OEM technologies and partner ecosystems (e.g., cloud platforms, infrastructure vendors, and enterprise software providers) and how they are applied within services-led engagements Benefits - Competitive salary between $150k - $190k with bonus depending on experience - Flexibility to work fully remote Company Description - 14,000+ engaged teammates globally - $8.2 billion in revenue in 2025 - Certified as a Great Place to work in 9 Countries in 2025 - Fortune 500 Company (No. 447) in 2025 - Received 25+ industry and partner awards in the past year - $1.4M+ total charitable contributions in 2024 by Insight globally

• Own and execute the expansion motion for a defined book of strategic accounts, identifying and closing upgrade and consolidation opportunities across 3-6 month deal cycles • Lead commercial conversations related to upgrades, plan expansions, and contract changes from identification through signed agreement • Partner closely with Customer Success Managers on jointly owned accounts, bringing commercial expertise to relationships the CSM has built • Prospect proactively into unmanaged and lightly managed accounts using usage data, intent signals, and your own outbound motion to create net-new pipeline • Maintain accurate opportunity tracking, pipeline forecasting, and account documentation in Salesforce so the whole team has real visibility into the business