Key account manager

2 weeks ago

Narela, India Zoconut Full time
About Zoconut We are on a mission to make quality wellness services accessible to everyone by helping and empowering wellness professionals to build a global online reach efficiently with improved customer experience.
We believe in
Democratizing quality healthcare: Quality healthcare is hard to get. When a passionate and knowledgeable professional or business gets the required tools to compete with incumbents and cut through the noise, it levels the playing field a little bit. It inspires several others around them to collectively make a large impact.
Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of democratizing quality healthcare. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian Saa S startups building Value Saa S .
Employee Wellness Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance.
Our impact so far
2500+ professionals empowered
200,000+ patients impacted
100,000+ health plans are created every month
97%+ retention rate
Growing team across India. Currently 20 members.
Opportunity
Zoconut is looking to hire a Key Accounts Manager to onboard, manage and help key customers to scale on our platform. In this role, your goal is to help Diet & Nutrition Businesses understand how to improve their consultation practice using Zoconut and drive product adoption. You will be assigned key accounts after they are closed and you will serve as their Po C for all escalations. You will provide proactive support and interventions. You will engineer ways to maintain healthy relationships with these customers and become their reliable support system for all things Zoconut. You will also be responsible for making sure all renewals happen timely. You will drive product adoption to ensure that these accounts stay with us for longer and their billing is driven up every quarter/year.
Our ideal candidate understands customer service and project management and has at least 1 year of B2 B software customer success experience.
This role is based out of our beautiful Kirti Nagar office.
Compensation
Total Salary: upto Rs. 8 lakhs per annum
Base pay: upto Rs. 6 lakhs per annum
Incentives and Bonuses: up to Rs. 2 lakhs per annum
Work Timings
All team members are expected to be in the office from 10 am to 7 pm, Mon-Sat.
Work Location
We expect all the team members to work from the office in Kirti Nagar, New Delhi.
Requirements
KPIs - Revenue Churn, Logo Churn, CSAT.
Customer Onboarding: Implement and follow customers onboarding SOP. Make sure product adoption and implementation happen timely for every new customer.
Drive Product Adoption: Educate customers about new developments and feature launches.
Churn Prevention: Pro-actively build relationships with key customers but solving their problems and offering help to ensure good experience and renewals
Ensure Customer Satisfaction: Work in tandem with the support teams to make sure customers get high-quality support.
Renewals: Have visibility of monthly and quarterly renewals and work with a seamless strategy to ensure a 100% success rate in renewals.
Revenue Expansion: Every customer has the potential to expand their Zoconut usage which drives our revenues up. Strategically identify opportunities and enable revenue growth from the same customers.
Identify insights and pain points from conversations with prospects, and contribute to the product roadmap by providing active feedback to the product team.
Skills & Experience
1+ year of B2 B software customer relationships management experience (either as a support agent or project manager) to SMB/mid-market customers. For anyone with over 5 years of experience, this role won’t be suitable for your career growth.
Excellent written and verbal business communication skills.
Ability to learn quickly. Eg: learn the product, learn the market, learn solution selling methodology, etc.
Personality traits
Fun & confident personality. Loves to meet new people and build relationships.
Pays great attention to detail, loves taking notes, and maintains discipline with internal SOPs.
Highly motivated to work at a scaling startup.
Proactive with actions, but patient with results.
What will make you successful in this role?
First and foremost, you need to be good at building rapport with customers. Relationship building is very critical to being successful as a KAM in this market. They need to first trust you before believing anything you say.
You need to get really good at solution selling. Our product is not a commodity with simple features. You need to be able to connect the customer’s needs, don the consultant’s hat, and provide the right solution to them. That’s half the win. You need to develop a good enough understanding of the product and the market to be effective at this.
You need to have zero hesitation in picking up the phone and calling someone anywhere in the world. This is just a mental block if you haven’t done it before.
You need to be resilient, be ready to face rejections, and still keep going. Without an intrinsic motivation to perform well and constantly improve, this is a hard job. It will take time to succeed.
You need to be disciplined and good at multi-tasking. When you have many leads in your pipeline at any time, prioritization & context switching become critical skills. Otherwise, it’s easy to get overwhelmed.
If all of this sounds exciting to you, join us for an exciting and fulfilling ride at Zoconut

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