Key Account Manager

Key Account Manager – Higher Education and Skills (HE) - English

Region:
West India

Department:
Higher Education and Skills (HE) English

Reports to:
Lead – Key Account Management, South Asia

Location:
Mumbai

Contract Type:
Permanent

Purpose of the Role
To manage and grow strategic relationships with high-value Higher Education and Skills (HE) networks across India and South Asia, driving adoption of English language Learning and Assessment products and services, enhancing customer satisfaction, and contributing to revenue and impact targets for the Higher Education and Skills (HE) English portfolio.

Key Responsibilities
Key Account Management

• Manage a portfolio of high-value customers and HE groups, acting as the primary relationship manager.
• Develop and execute Account Plans to retain and grow business from key accounts.
• Build long-term, trust-based relationships with Higher Education and Skills (HE) decision-makers and influencers.
• Fulfil the account management tasks for accounts identified as Platinum, Gold, Silver and Bronze and monitor progress.

Customer Engagement & Delivery

• Ensure effective onboarding of new partner Higher Education and Skills (HE) and smooth delivery of English exams and learning services.
• Coordinate with Exams Operation, Propositions, and Customer Services teams to resolve operational issues.
• Lead regular check-ins, review meetings, and feedback loops with Higher Education and Skills (HE).

Sales & Business Development

• Identify opportunities for upselling and cross-selling within managed accounts.
• Meet/exceed KPIs on revenue, customer retention, and satisfaction.
• Work with the Lead and regional colleagues to engage large Higher Education and Skills (HE) chains with multi-city presence.

Reporting & Data Management

• Maintain accurate account records and pipeline updates using CRM tools.
• Monitor account performance and provide regular updates to the Lead and other stakeholders.
• Use customer insights to inform product and service development discussions.

Collaboration

• Coordinate with Marketing to tailor campaigns for account-specific needs.
• Work closely with colleagues across South Asia, including those in Nepal, Maldives, Sri Lanka, and Bangladesh, to align on best practices and Higher Education and Skills (HE) engagement strategies.
• Participate in regional forums and team learning initiatives.
• Work closely with Academic team of CUP for portfolio account management.

Qualifications & Experience
Essential:

• Bachelor's degree in Business, Education, or related field.
• 5+ years of experience in account management, business development, or B2B client relationship roles.
• Experience in the education or services sector, especially working with Higher Education and Skills (HE) or institutional clients.
• Strong communication and presentation skills, both verbal and written.
• Ability to manage multiple stakeholders and projects in a dynamic environment.
• C1 Level of English in CEFR

Desirable:

• Familiarity with the English language education ecosystem in India.
• Understanding of international Higher Education and Skills (HE) curricula (e.g., Cambridge, IB, etc.).
• Experience with CRM tools (e.g., Salesforce, Dynamics).
• Exposure to working with multi-location or pan-India accounts.

Skills & Competencies

• Relationship Management
• Customer-Centric Approach
• Strategic Sales Thinking
• Strong Organizational & Time Management Skills
• Problem Solving & Resilience
• Proficiency in Digital Tools & CRM
• Collaboration & Teamwork

Travel Requirements

• Frequent travel within India to meet and support key Higher Education and Skills (HE) accounts (as per business needs and travel policy).