Key Account Manager

Job Summary

The Key Account Manager is responsible for managing and growing relationships with strategic customers. This role contributes to the organization’s goals by driving customer retention, revenue growth, account expansion, and fostering long-term partnerships.

Responsibilities

• Own and manage a portfolio of key/strategic accounts.
• Build strong relationships with key stakeholders and decision-makers.
• Understand customer business needs and identify opportunities for upselling and cross-selling.
• Drive account growth, renewals, retention, and overall revenue expansion.
• Develop and execute account plans aligned with customer objectives and business goals.
• Act as the primary point of contact for customers and ensure a strong overall customer experience.
• Work closely with Sales, Customer Success, Product, Operations, and other internal teams to resolve customer requirements and issues.
• Monitor account performance, revenue, engagement, and customer health metrics.
• Identify opportunities to increase product adoption and wallet share within existing accounts.
• Conduct regular business reviews with key customers and communicate business outcomes.
• Manage commercial discussions, negotiations, renewals, and contract closures where required.
• Maintain accurate account information, sales forecasts, and pipeline in CRM systems.
• Proactively identify risks to retention and develop action plans to address them.

Qualifications

• 4–10 years of experience in Key Account Management, Account Management, Enterprise Sales, Customer Success, or a similar role.
• Strong experience managing B2B / enterprise accounts.
• Proven track record of driving retention, renewals, upselling, cross-selling, and revenue growth.
• Strong stakeholder management and relationship-building skills.
• Ability to engage with senior decision-makers and business leaders.
• Strong commercial, negotiation, and problem-solving skills.
• Excellent communication and presentation skills.
• Ability to work cross-functionally and manage multiple strategic accounts simultaneously.

Preferred Skills

• Familiarity with CRM systems.
• Experience in conducting business reviews and reporting.
• Understanding of product adoption strategies.

Experience

• Minimum of 4 years to 6 years of relevant experience in Key Account Management or similar roles.