Senior Key Account Manager

Job Title: Key Account Manager & Client Connect

Location: Gurgaon

Reporting To: Head Business Development / Director / MD

Employment Type: Full-Time

Salary: 10-12 LPA (Plus Variable)

Role Purpose

The Key Account Manager & Client Connect will be responsible for managing and strengthening relationships with key clients, ensuring high client satisfaction, driving account growth, and acting as the primary point of contact between clients and internal teams. The role focuses on retention, upselling, cross-selling, and long-term partnership development.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned key accounts.
• Build strong, long-term relationships with clients at multiple stakeholder levels.
• Ensure timely communication and resolution of client queries, concerns, and escalations.
• Conduct regular client meetings, reviews, and follow-ups to understand business needs.

Account Management & Growth

• Manage end-to-end account lifecycle from onboarding to ongoing engagement.
• Identify opportunities for upselling and cross-selling company products and services.
• Drive account expansion by understanding client pain points and proposing solutions.
• Prepare account plans, forecasts, and growth strategies for key clients.

Client Connect & Engagement

• Ensure seamless coordination between clients and internal teams (operations, delivery, finance, and support).
• Track project/service progress and ensure commitments are met as per agreed timelines.
• Facilitate periodic client reviews, feedback sessions, and satisfaction surveys.
• Strengthen client engagement through proactive communication and value-driven interactions.

Business Coordination & Reporting

• Maintain accurate client records, communication logs, and reports in CRM systems.
• Track KPIs related to client satisfaction, retention, and revenue growth.
• Share regular MIS and performance updates with management.
• Support management in strategic initiatives related to key accounts.

Key Skills & Competencies

• Strong client relationship and stakeholder management skills
• Excellent communication, presentation, and negotiation abilities
• Problem-solving and solution-oriented mindset
• Ability to manage multiple accounts and priorities
• Proficiency in CRM tools, MS Excel, PowerPoint, and reporting dashboards
• High level of ownership, accountability, and professionalism

Qualification & Experience

• Bachelors degree in Business Administration, Marketing, Management, or a related field
• MBA or equivalent qualification preferred
• 510 years of experience in Key Account Management, Client Servicing, or Relationship Management
• Experience in B2B, consulting, or solution-based services preferred

Key Performance Indicators (KPIs)

• Client retention and satisfaction scores
• Revenue growth from key accounts
• Upselling and cross-selling conversions
• Timely closure of client issues and escalations
• Accuracy and consistency in reporting and CRM updates