Key Account Manager
3 days ago
Job Description Job Title: Key Account Manager (KAM) Location: Gurgaon Department: Operations / Client Servicing Company:Innovision Limited Role 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 touchpoints. Key Responsibilities 1. Client 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 audits. 2. Contract 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 lines. 3. 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 scores. 4. MIS & 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 effectiveness. 5. Manpower 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 scores. Qualifications & Skills - Bachelors 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. What 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 #WeAreHiring #KeyAccountManager #InnovisionCareers #ClientSuccess #FacilityManagement #SecurityServices #Operations #MISReporting #SLAs Email ID :- [Confidential Information] Mobile Number :- +91 99713 39796
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