
Key Account Manager
2 days ago
Key Responsibilities:
Client Relationship Management:
- Serve as the primary point of contact for key clients, building strong, long-term relationships to ensure high levels of client satisfaction and retention.
- Regularly engage with clients through meetings, calls, and site visits to understand their business needs and provide tailored solutions.
- Ensure clients receive exceptional service and value from the company's offerings.
Account Growth & Strategy:
- Develop and implement account strategies for each client, focusing on identifying opportunities for growth through cross-selling and upselling.
- Proactively manage client portfolios by identifying potential risks, needs for improvement, and areas of opportunity.
- Work closely with internal teams (sales, product, customer support, etc.) to ensure that the client's needs are met and exceeded.
Cross-Selling & Upselling:
- Identify and capitalize on opportunities to sell additional products or services that align with the client's needs and strategic goals.
- Monitor account performance and market trends to advise clients on the best possible solutions to drive mutual growth.
- Present new solutions and innovative products to clients, articulating how they can solve their business challenges.
Account Performance & Reporting:
- Monitor account health metrics, including product usage, satisfaction, and retention, to ensure that clients are receiving the expected value.
- Prepare regular reports and performance reviews for internal stakeholders and clients, highlighting successes, growth opportunities, and areas of improvement.
- Maintain a clear understanding of client budgets, business goals, and any potential contract renewals.
Collaboration & Teamwork:
- Collaborate with sales, marketing, and product teams to ensure client feedback is integrated into service delivery and product development.
- Participate in client presentations and proposals, delivering tailored solutions that align with both the client's goals and company capabilities.
Problem Solving & Issue Resolution:
- Address any client concerns or challenges promptly, working cross-functionally to ensure issues are resolved quickly and effectively.
- Ensure proactive communication with clients regarding any service disruptions or product updates.
Continuous Improvement & Market Insights:
- Stay informed about market trends, competitors, and industry developments to provide insights to clients and the internal team.
- Offer feedback to the product team on client-specific needs or feature requests.
Required Qualifications:
Experience:
- 5+ years of experience in Key Account Management, Client Success, or Sales, ideally within SAAS industry.
- Proven track record of managing high-value accounts and driving growth through cross-selling and upselling.
Skills & Knowledge:
- Strong communication and interpersonal skills, with the ability to influence, negotiate, and build trust with C-level executives and key stakeholders.
- In-depth understanding of relationship management, account strategy, and sales cycles.
- Ability to manage multiple accounts simultaneously while ensuring each client's needs are met.
- Strong problem-solving abilities and critical thinking skills.
Education:
- Bachelor's degree in Business, Marketing, or a related field. A Master's degree is a plus.
Preferred Qualifications:
- Experience in CRM tools, other SAAS tools or similar platforms.
- Familiarity with the company's products and services (or willingness to learn quickly).
- Ability to work in a fast-paced, client-facing environment while meeting deadlines and achieving KPIs.
Key Performance Indicators (KPIs):
- Client retention rate.
- Revenue growth through upselling and cross-selling.
- Client satisfaction and Net Promoter Score (NPS).
- Account health and product adoption metrics.
- Achievement of individual sales targets and goals.
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