Key Accounts Manager

Objective
To manage and grow the assigned customer accounts post-onboarding, ensuring high levels of
customer satisfaction, retention, and business growth. The KAM will be responsible for deepening the relationship with key stakeholders, driving repeat transactions, ensuring timely payment collection, and identifying opportunities for upselling and cross-selling.

Metrics
• Input:
• Customer Engagement: Regular check-ins, follow-ups, and relationship management.
• Problem Resolution: Timely identification and resolution of customer issues and
escalations.
• Payments Collection: Consistent follow-up and coordination to ensure timely payments.

Output:
• Customer Retention: Percentage of customers retained over a specified period.
• Trip/Revenue Growth: Increase in Trip/Revenue from managed accounts.

Must have:

• At least 2-3 years of experience in a B2B Key Account Management role or a high- value B2C Sales role where relationship management and payments collection were critical responsibilities. • Demonstrated experience in managing the entire customer lifecycle from post- acquisition to retention and business growth.

• Proven track record in handling customer escalations and driving resolutions through cross-functional teams.

Skill Set MUST HAVE:
• Relationship Management: Ability to build and maintain strong relationships with
key decision-makers and stakeholders within the customer's organization.
• Communication: Excellent verbal and written communication skills to effectively
interact with various levels of customer stakeholders, including logistics managers,
operations heads, and business owners.
• Sales Knowledge: Strong understanding of sales processes, with the ability to drive
repeat transactions and identify upsell/cross-sell opportunities.
• Problem-Solving: Ability to quickly identify issues, find solutions, and ensure
customer satisfaction.
• Payments Collection: Experience in managing and ensuring timely payment
collection from customers.

GOOD TO HAVE:
• Negotiation: Ability to negotiate terms, rates, and conditions to maximize profitability
on each transaction.
• Data Analysis: Proficiency in analyzing customer data to identify trends, areas for
improvement, and opportunities for growth.
• Presentation: Capability to provide product demos, training, and support to various
stakeholders within the customer's organization.

Education Background:
• At least a Bachelor's degree, preferably in Business, Marketing, or a related field.

Behavioral Attributes
• Customer-Centric Approach
• Strong Relationship-Building Skills
• High Ethical Standards
• Proactive Problem Solver
• Team Player/Collaborator
• Self-Motivated and Result-Oriented
• Adaptability to Change