Key Account Manager

Key Account Manager

Tasks & Responsibilities:

Responsible for managing one or more identified customer accounts and be the single point of contact for the customer within the company organization

Responsible for delivering the budgeted revenues and gross margins through deep selling and cross selling of products/services to the customers.

Be the first point of contact for:

• Agreeing on the scope of services and the KPI's for measuring the quality of service delivery
• Having a clear SOP drawn up for each service and having the same signed up both by the product heads as well as Customer
• Disseminating the SOP and KPI's across the product teams and training the teams on the same
• Driving the individual customer service executives to ensure that the service delivery is as per agreed KPI's
• Identifying opportunities for expanding services and organizing meetings with individual product heads to manage the entire process up to closure (commercial agreement included)
• Escalation point where service issues arise which are not properly handled by the individual Customer service or Operations within the product
• Renewal of contracts and commercial terms at regular intervals.
• Ensuring that the SOP and KPI's are circulated to the concerned people within the company network where required
• Ensuring regular reporting of KPI's across product lines and submitting the same to the customer at agreed intervals with full analysis of the performance and reasons for deviation if any
• Scheduling of monthly and quarterly reviews and timely execution of all agreed actions with the customer
• Responsible for total customer satisfaction and resolution of all issues with the customer
• Escalating open issues which are beyond agreed timelines within company or the customer organization as the case maybe till they are resolved

Years of Experience

10+ years of experience, preferably 2-5 years from relevant industry

Behavioral Skills Needed:

• Customer Service Orientation
• Achievement Orientation
• Drive Initiative
• Energy & Teamwork
• Flexibility and Resilience
• Process Orientation
• Negotiation and Selling skills

Qualification:

Graduate, PG/MBA preferable