Shiprocket - Key Account Manager

1 day ago

Gurugram, India Bigfoot Retail Solutions Pvt. Ltd Full time

Position Overview:We are seeking a proactive and customer-focused Key Account Manager (KAM) to manage and support our most valued clients. In light of the increasing volume of support tickets, KAMs will play a critical role in ensuring timely resolution of issues, maintaining strong client relationships, and driving improvements in customer satisfaction and retention.Required Skills & Qualifications:- Bachelor's degree or equivalent experience in Business, Communication, or a related field.- 2+ years of experience in Account Management, Customer Success, or Support roles, preferably in a SaaS or tech environment.- Proven track record of managing high-profile or enterprise accounts.- Strong problem-solving skills and ability to remain calm under pressure.- Excellent communication, negotiation, and interpersonal skills.- Familiarity with support tools (e.g., Zendesk, Salesforce, Intercom) and ticketing systems.- Ability to work collaboratively across teams (Support, Product, Sales, etc.).Key Management:- Act as the primary point of contact for assigned key accounts, understanding their business needs and aligning them with our solutions.Support Oversight:- Monitor and manage support ticket queues for key accounts, ensuring timely responses, escalations, and resolutions in coordination with support teams.Issue Resolution:- Take ownership of complex or high-impact client issues, working cross-functionally to ensure swift and effective resolution.Customer Retention:- Identify risks and develop action plans to address client concerns and increase satisfaction and loyalty.Client Communication:- Provide regular updates and communication to clients on ticket progress, product updates, and service improvements.Reporting & Feedback:- Track support trends and customer pain points. Share insights with internal teams to influence product, support, and operational improvements.Relationship Building:- Foster long-term partnerships through regular check-ins, business reviews, and a deep understanding of client goals. (ref:iimjobs.com)

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