Key Account Manager

We are looking for a highly motivated and experienced Key Account Managers (KAM) to join our team. In this role, you will be responsible for managing and nurturing relationships with existing clients, ensuring their satisfaction, and driving long-term partnerships. You will leverage your expertise in relationship management and sales to cross-sell and upsell products and services that meet the evolving needs of our clients.

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.