Strategic Account Manager

2 weeks ago

Gurgaon, Haryana, India Shiprocket Full time ₹ 15,00,000 - ₹ 30,00,000 per year

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Key Responsibilities

1. Client Relationship Management & Retention:

  • Serve as the main day-to-day contact for a portfolio of clients, building strong, trusted relationships.
  • Conduct regular check-in calls and meetings to ensure client needs are being met and to gather feedback.
  • Support the preparation and delivery of Quarterly Business Reviews (QBRs) led by senior team members.
  • Proactively manage renewal cycles, ensuring a smooth and timely process to achieve high retention rates.

2. Churn Management & Risk Identification:

  • Closely monitor client health scores, product usage data, and support ticket trends to identify early warning signs of risk.
  • Flag at-risk accounts to your manager and collaborate on developing action plans to address concerns.
  • Actively respond to and resolve client issues in a timely manner, escalating complex problems when necessary.

3. Revenue Growth: Cross-Selling & Upselling Support:

  • Develop a strong understanding of our product suite to identify and qualify expansion opportunities.
  • Upselling: Propose upgrades to higher-tier plans or additional features that deliver more value to the client.
  • Cross-Selling: Introduce and educate clients on complementary products or services that meet their emerging needs.
  • Manage a pipeline of growth opportunities and contribute to the team's revenue targets.

4. Account Development Support:

  • Assist in the research and mapping of your client accounts to identify new contacts and departments for expansion.
  • Collaborate with internal teams (Marketing, Support, Product) to ensure a seamless client experience.
  • Document all client interactions, notes, and next steps meticulously in the CRM.

Required Qualifications & Experience

  • Bachelors degree in Business, Communications, or a related field.
  • 2-4 years of experience in a client-facing role such as Account Management, Customer Success, Sales Development, or Inside Sales.
  • A foundational understanding of the sales/account management lifecycle (onboarding, adoption, renewal, expansion).

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