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Key Account Manager
2 weeks ago
Amazon Ads Account Manager Client ServicingLocation: Mumbai (Hybrid Onsite)Department: Client Success & RetentionReports To: Founder / Client Success LeadCompensation: 4.8 LPA 8.4 LPARole SummaryWe are seeking a Client Servicing Account Manager who will be the primary relationship owner for our Amazon Ads clients. You will ensure seamless onboarding, proactive communication, and consistent client satisfaction leading to strong renewals and upsells.This is a performance-driven role your success is directly linked to client retention and growth. If you excel at building relationships, maintaining trust, and ensuring clients achieve measurable success, youll thrive in this role. Key ObjectivesAchieve 95%+ client retention through exceptional service and communication.Manage and grow a portfolio of 50+ active client accounts.Drive upsells to 6-month and 12-month prepaid plans.Proactively identify and address churn risks.Collaborate with internal teams to deliver measurable ad performance results. Core ResponsibilitiesClient Onboarding & A/c SetupWelcome and onboard new clients within 24 hours of sign-up.Understand client goals, campaign objectives, and setup requirements.Complete all key activation and training milestones within 4 weeks.Ensure automation rules, smart labels, and ad optimizations are configured correctly.Ongoing Account ServicingManage up to 50 active client accounts at a time.Conduct bi-weekly client sync ups & touchpoints ,monthly review calls for high-value clients.Deliver weekly reports and performance insights prior to every client call.Maintain accurate CRM records, touchpoints, and client documentation.Respond to client queries within 2 hours during working hours.Conduct weekly internal reviews to ensure campaign health (bids, budgets, negations) is optimized.Client Retention & UpsellingTrack and analyze client satisfaction using NPS and feedback forms.Manage renewal reminders and follow-ups with consistency and persistence.Identify upgrade opportunities and convert clients to 6-month / 12-month prepaid plans.Maintain quarterly retention >90% (targeting 95%+ for top-tier performance).Internal CoordinationSubmit weekly reports highlighting client interactions, retention updates, and account risks.Maintain campaign dashboards and health metrics.Participate in internal sync-ups and feedback review meetings. Key Performance Indicators (KPIs)The success of this role will be evaluated based on the following measurable performance indicators:1. Client Retention Percentage (Quarterly):The primary success metric for this role is maintaining a 95% or higher client retention rate each quarter. This means that out of all active clients, at least 95% should choose to renew their services.2. Upsell Conversion:The Account Manager is expected to identify and convert 1520% of clients into higher-value plans, such as 6-month or 12-month prepaid options. This measures the ability to build trust and demonstrate value that encourages long-term commitments.3. Response Time:Timely communication is crucial. The Account Manager should maintain an average response time of less than 2 hours during working hours. This ensures clients feel supported and receive prompt attention to their queries.4. CRM Hygiene:The Account Manager must maintain 100% accuracy and completeness in the CRM system, ensuring that all client details, touchpoints, updates, and reports are up to date. Weekly audits will be conducted to ensure compliance and organization.5. Client Feedback (NPS):Maintaining a strong client relationship is reflected in feedback. The goal is to achieve an average NPS (Net Promoter Score) of 8.5/10 or higher, based on periodic client feedback forms that assess satisfaction and service quality.Ideal Candidate Profile24 years of experience in Client Servicing in Amazon Ads / Account Management within Amazon Ads or E-commerce Advertising.Excellent communication, presentation, and follow-up skills.Strong ability to understand client needs, handle objections, and manage expectations.Highly organized, detail-oriented, and structured in CRM and documentation.Tech-savvy with tools like Google Sheets, CRM systems, WhatsApp, and Notion.Proactive, accountable, and committed to client success and retention. Why Join UsTransparent, performance-linked growth your success grows with your clients.End-to-end ownership of client relationships.A fast-growing, dynamic organization with a strong client base.Long-term, stability-driven culture not just another agency role.
