Key Accounts Manager - Customer Success

Job Title: Key Account Manager

Department: Sales and Customer Retention

Location: Mumbai , Bangalore and Gurugram

Job Summary:

The Key Account Manager will be responsible for nurturing and sustaining strong relationships with Yatra's most valuable clients, ensuring customer satisfaction, driving revenue growth, and expanding the business portfolio. This role demands a strategic and client-focused professional who can effectively manage client relationships, identify growth opportunities, and deliver exceptional service to meet organizational goals.

Key Responsibilities:

• Client Relationship Management:
• Build and maintain strong relationships with key clients, acting as the primary point of contact for their needs and concerns.
• Conduct regular business reviews to ensure clients are satisfied with Yatras products and services.
• Attend client meetings to foster trust and strengthen partnerships.
• Revenue Growth & Portfolio Expansion:
• Identify opportunities for cross-selling and up-selling to maximize client value and achieve portfolio revenue targets.
• Develop strategies to grow accounts and meet/exceed quota expectations.
• Client Satisfaction & Issue Resolution:
• Monitor client satisfaction through surveys, reviews, and consistent feedback mechanisms.
• Escalate and resolve client concerns promptly to maintain high service standards.
• Operational Excellence:
• Liaise with internal teams to ensure seamless fulfilment of client requirements.
• Track company performance against Service Level Agreements (SLAs) and address potential issues proactively.
• Maintain accurate client information in the CRM system, ensuring all updates are recorded in a timely manner.
• Performance Monitoring & Reporting:
• Achieve key performance indicators (KPIs) related to client relationship management and account growth.
• Maintain data repositories and ensure efficient handling of client data for reporting purposes.

Qualifications:

• Experience: Minimum of 5+ years of relevant experience in Key Account Management or Sales within the enterprise market.
• Education: Bachelor's degree in Business Administration, Marketing, or a related field

Skills:

• Strong interpersonal skills: Ability to build rapport and foster long-term client relationships.
• Communication: Excellent written and verbal communication skills.
• Customer Focus: In-depth knowledge of best practices in customer service and account management.
• Sales Acumen: Proven ability to identify growth opportunities within existing accounts through cross-selling and up-selling strategies.
• Problem-Solving: Ability to effectively address and resolve client issues.
• Organization: Strong organizational and time management skills.
• CRM Proficiency: Experience with CRM systems (e.g., Salesforce, Zoho).

Personal Attributes:

• Go-getter attitude: Proactive approach to achieving targets.
• Work Ethic: Hardworking, with strong work ethics and a results-driven mindset.
• Team Player: Ability to collaborate effectively with internal teams.

Benefits:

We offer a competitive salary and benefits package, including comprehensive health insurance, generous paid time off, and opportunities for professional development.