Cox & Kings | Key Account Manager | bangalore

2 weeks ago

bangalore, India Cox & Kings Full time

Job Overview:

The Key Account Manager (KAM) / Client Relationship Manager (CRM) will manage and nurture relationships with key corporate clients who use the company’s travel booking tool. The role involves acting as the primary point of contact for clients, ensuring their needs are met, driving adoption of the platform, and maximizing client satisfaction and retention. The ideal candidate will have a strong background in the travel industry, excellent relationship management skills, and a client-first mindset.


Key Responsibilities:

1. Account Management & Client Engagement

  • Act as the main liaison for a portfolio of key corporate clients, ensuring consistent communication and relationship building.
  • Understand each client’s business travel needs, challenges, and goals to deliver customized solutions.
  • Conduct regular account reviews to assess client satisfaction, gather feedback, and identify opportunities for improvement.


2. Client Retention & Growth

  • Ensure high client retention by delivering exceptional service and proactively addressing potential issues.
  • Identify opportunities to upsell and cross-sell additional features, services, or solutions based on client needs.
  • Negotiate contract renewals and manage the overall client lifecycle, ensuring long-term partnerships.


3. Product Expertise & Training

  • Serve as a product expert, educating clients on how to maximize the value of the corporate travel booking tool.
  • Conduct onboarding and refresher training sessions for client teams as needed.
  • Share updates on product enhancements, new features, and best practices to ensure ongoing engagement.


4. Issue Resolution & Support Coordination

  • Work closely with the customer support and technical teams to resolve any client issues quickly and efficiently.
  • Serve as an escalation point for critical or complex client concerns.
  • Maintain detailed records of client interactions and resolutions in the CRM system.


5. Data Analysis & Reporting

  • Monitor client usage and performance metrics, providing insights and recommendations to optimize their travel processes.
  • Deliver regular reports to clients showcasing the tool’s value and impact on their travel management.
  • Use data to identify trends, risks, and opportunities within each account.


6. Collaboration with Internal Teams

  • Partner with the sales, operations, and product teams to ensure seamless client experiences.
  • Share client feedback and insights with the product team to influence enhancements and development priorities.
  • Contribute to the development of strategies to improve client engagement and satisfaction.


7. Travel Industry Expertise

  • Stay updated on corporate travel industry trends, market dynamics, and competitors to provide informed recommendations to clients.
  • Advise clients on travel policy optimization and compliance with industry best practices.


Key Skills & Qualifications

Education & Experience

  • Bachelor’s degree in Business, Hospitality, Travel Management, or a related field.
  • 4+ years of experience in account management, client relationship management, or sales in the corporate travel or travel technology industry.
  • Proven ability to manage multiple client accounts and meet retention and satisfaction goals.


Technical Skills

  • Strong understanding of corporate travel management tools and processes.
  • Proficiency in CRM systems (e.g., Salesforce) and Microsoft Office Suite.
  • Analytical skills with the ability to interpret data and present actionable insights.


Soft Skills

  • Exceptional relationship-building and communication skills.
  • Strong negotiation and problem-solving abilities.
  • Client-focused mindset with a proactive approach to identifying and addressing needs.
  • Highly organized, with the ability to prioritize and manage time effectively.


Additional Preferences

  • Experience working with SaaS travel platforms.
  • Familiarity with global travel policies and compliance requirements.
  • Multilingual abilities are a plus.

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