Associate Director - Customer Growth Partner (Healthcare and Life Sciences)

Role Summary

The Customer Growth Partner (CGP) owns the overall client engagement and serves as the primary contact for the client relationship, setting direction, shaping the relationship “north star”, and driving client relationship development and growth.

The CGP is the owner and key contact person for the client, and accounts for P&L across Lines of Businesses (LoBs), Business Units (BUs) delivering in that account, orchestrating governance and collaboration on Nagarro’s side to ensure seamless client experience.

Key Responsibilities

Client Relationship Ownership & Growth

• Owns the overall engagement with the client and act as the primary contact for the relationship.
• Drives account expansion and diversification across stakeholders, LoBs, and other BUs.
• Aligns account objectives to BU strategy in collaboration with BU / LoBs and KAM (Key Account Management) leadership.

Account Financial Stewardship (Cross-LoBs / Cross-BUs)

• Is accountable for account budgeting and financials across Project BUs and LoBs, consolidating inputs and steering toward targets.
• Maintains forecast accuracy by consolidating and updating account-level revenue/margin inputs according to the account-management cadence.

Commercial & Contractual Oversight

• Oversees account-wide legal and contractual aspects such as MSAs, NDAs, and Rate Cards, ensuring consistency across engagements.

Governance, Rhythm of Business, and Account Management Discipline

• Executes and continuously improves account governance and management discipline via defined processes/frameworks and reporting cadence.
• Contributes to regular governance reviews of process implementation consistency, performance vs objectives, RAG (red-amber-green) status, and corrective actions.

Orchestration Across Delivery & Specializations (CGP-CCS tandem)

• Coordinates across LoBs/BUs so client messaging, pricing, and governance are consistent, while LoBs owns specialized delivery (CCS – Custodian of Customer Success driven) and SOW execution within the scope.
• Enables a seamless client experience by connecting the right internal stakeholders and ensuring alignment between relationship goals and delivery execution.

Key Stakeholders & Interfaces

Clients

• Senior stakeholders up to C-level
• Procurement
• Legal

Internal

• CCS counterparts
• LoB Leads
• KAM Leadership
• BU leadership
• Other BUs contributing to delivery

Participation in the KAM governance cadence and continuous improvement of account-management practices.

• 6 to 12 years of proven experience in strategic account management / client partnering / growth leadership in a professional services or consulting context.
• Demonstrated ability to own end-to-end client engagement as the primary relationship lead.
• Strong commercial acumen: experience with account financials, forecasting discipline, and executive-level reporting.
• Working knowledge of contractual constructs (e.g., MSAs/NDAs/rate cards) and comfortable partnering with legal/procurement stakeholders.
• Track record of driving growth and diversification in complex accounts (multiple stakeholders, multiple service lines).
• Governance mindset: ability to run a Rhythm of Business approach, process discipline, and continuous improvement.
• Geo-proximity / willingness to travel or engage closely with the client context as required by the account.
• Growth-oriented, entrepreneurial mindset.
• Proactively identifies opportunities, initiates growth actions, and drives initiatives from ideas to measurable outcomes.

Preferred / Nice-to-Have Qualifications

• Experience in PSH related domains / specializations and regulated delivery environments.
• Experience operating in a matrix organization with cross-portfolio orchestration across multiple practices/regions.
• Evidence of executive relationship-building (CxO conversations, value storytelling, strategic roadmap alignment).

Role Characteristics (What ‘good’ looks like)

• Client-centric and outcome-driven; ensures consistent client experience across engagements.
• Structured operator: brings rigor in governance, forecasting, and account-management hygiene.
• Collaborative orchestrator: aligns CCS/LoB/BUs while maintaining single-point accountability to the client.
• Strong sales and entrepreneurial orientation: Comfortable positioning value, shaping opportunities, and progressing conversations from relationship-building to concrete growth outcomes.
• Excellent soft skills: high empathy, executive-level communication, stakeholder management, and influence across diverse audiences; able to navigate complex, matrix environments with confidence and diplomacy.

Disclaimer: Nagarro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will be afforded equal employment opportunities without discrimination based on race, creed, color, national origin, sex, age, disability, or marital status.

We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (18000+ experts across 28 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!

Originally posted on Himalayas