We are looking for a customer-focused Key Account Manager to own and grow strategic customer relationships. The ideal candidate will serve as the primary point of contact for key accounts, ensuring successful onboarding, driving platform adoption, resolving escalations, and identifying growth opportunities. This role requires close collaboration with customers and cross-functional teams to deliver exceptional customer outcomes.
The Core Responsibilities For The Job Include The Following
Customer Success and Account Management:
- Manage a portfolio of strategic customer accounts.
- Build strong relationships with key stakeholders and decision-makers.
- Conduct regular business reviews and monitor account health.
- Ensure customers achieve their business objectives and maximize platform value.
Onboarding And Operations
- Support customer onboarding and go-live activities.
- Coordinate with internal teams to ensure smooth implementation and operations.
- Monitor platform adoption, order flow, inventory sync, and operational performance.
Escalation Management
- Act as the primary point of contact for customer escalations.
- Partner with Product, Engineering, Operations, and Support teams to ensure timely issue resolution.
- Maintain proactive customer communication and ensure SLA compliance.
Growth And Expansion
- Identify upsell, cross-sell, renewal, and expansion opportunities.
- Drive adoption of new features and best practices.
- Contribute to account growth and customer retention targets.
Stakeholder Management
- Collaborate closely with Product, Engineering, Operations, Support, and Sales teams.
- Represent customer feedback internally and advocate for customer needs.
Success Metrics
- Customer Retention and Satisfaction (CSAT/NPS).
- Platform Adoption and Usage Growth.
- Escalation Resolution and SLA Compliance.
- Renewal, Upsell, and Account Expansion Revenue.
- Account Health and Customer Engagement.
Requirements
- 3-7 years of experience in Account Management, Customer Success, or other customer-facing roles.
- Experience managing strategic or enterprise customer accounts.
- Strong stakeholder management and communication skills.
- Experience handling customer escalations and cross-functional coordination.
- Exposure to SaaS, E-commerce, Marketplace, Logistics, or Technology platforms is preferred.
- Understanding of APIs, integrations, ERP/POS systems, or e-commerce operations is an added advantage.
Preferred Skills
- Customer Success and Account Management.
- Relationship Building and Stakeholder Management.
- Escalation Resolution.
- E-commerce Operations.
- Upselling and Account Growth.
- Data Analysis and Problem Solving.
- Cross-functional Collaboration.
- Communication and Negotiation Skills.
This job was posted by Mahima from ZopSmart Technology.
