Key Account Manager

4 weeks ago

Gurgaon, Haryana, India Innovision Limited Full time

Job Title: Key Account Manager Operations / Client Summary

As a Key Account Manager (KAM) at Innovision, you will play a pivotal role in nurturing long term client relationships, ensuring consistent service delivery, and driving operational excellence across our service domainsincluding Security, Facility Management, and Manpower Outsourcing. You will act as the primary point of contact for key clients, ensuring satisfaction, timely contract renewals, and high service quality across all Relationship Management- Build and maintain strong relationships with key clients to ensure 90%+ satisfaction levels.

- Address and resolve client issues within 48 hours of escalation.

- Conduct regular client meetings, feedback sessions, and relationship Renewal & Client Retention

- Ensure timely renewal of client contracts, maintaining a renewal rate of 95%+.

- Drive a minimum quarterly client retention rate of 90%.

- Identify upselling or cross-selling opportunities across service Delivery Coordination & Quality Assurance

- Ensure 95%+ SLA adherence at all assigned client sites (e.g., punctuality, uniform compliance, behavior standards).

- Collaborate with operations and support teams to monitor guard/associate performance.

- Conduct regular audits and track client feedback to maintain 8+/10 satisfaction & Operational Reporting

- Prepare and submit weekly/monthly performance and compliance reports to both internal stakeholders and clients.

- Ensure 100% timely reporting, including deployment summaries, attrition updates, and incident reports.

- Coordinate with internal departments (Ops, Payroll, Recruitment, Compliance) ensuring 95%+ coordination Performance Monitoring

- Monitor and ensure 95%+ manpower availability and attendance across all designated client sites.

- Track attrition, absenteeism, and deployment gaps, and proactively implement resolution plans.

- Submit monthly branch-level performance reports and track client service & Skills

- Bachelors/masters degree in Business Administration, Operations, or a related field.

- Minimum 5 years of experience in a Key Account Management role, preferably in manpower outsourcing, security services, or facility management.

- Strong understanding of SLAs, service quality metrics, and compliance processes.

- Advanced proficiency in MS Excel, data analysis, and report generation.

- Excellent communication, negotiation, and stakeholder management skills.

- Ability to multitask, prioritize responsibilities, and meet deadlines in a dynamic service environment.

- Skills: Account Management, Pipeline Management, Cross-Functional Collaboration, Strategic Planning, Client Retention, Contract We Offer

- Opportunity to work with industry leaders in Integrated Workforce Solutions.

- Exposure to multi-industry clients across PAN India operations.

- Performance-driven culture with growth and learning opportunities.

If you're driven by client success, operational excellence, and business impact Innovision is the place to be

(ref:iimjobs.com)

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