Key Account ManagerFull-time

Key areas to focus

Retention

Renewal

Customer satisfaction

Upsell/ Cross-sell

Fluent in Speaking English

Excellent in Communication

Skilled Negotiator

Should be well versed in Value-Based Selling

Retention / Renewal :

• Will be responsible for obtaining and maintaining long term key customers by comprehending their requirements
• Doing Offline Meetings with clients.
• Resolving key client issues and complaints
• Developing a complete understanding of key account needs
• Develop trust relationships with a portfolio of major clients to ensure they do not turn to
• competition
• Updating Renewal team time to time basis whenever the renewal is due
• Acquire a thorough understanding of key customer needs and requirements
• Ensure the correct products and services are delivered to customers in a timely manner
• Serve as the link of communication between key customers and internal teams . ( Renewal,
• Upsell team, Support Team)
• Maintain CSAT ratio

Upsell/Crossell

• Ensure the correct products and services are delivered to customers in a timely manner
• Resolve any issues and problems faced by customers and deal with complaints to maintain trust
• Play an integral part in generating new sales that will turn into long-lasting relationships
• Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics
• Expand the relationships with existing customers by continuously proposing solutions that meet their objective.
• Strategic planning to improve client results
• Giving client demos.
• Analyzing client data to provide customer relationship management
• Expanding relationships and bringing in new clients
• Collaborating with the sales team to maximize profit by up-selling or cross-selling

Customer Satisfaction:

• Resolving key client issues and complaints with help of internal teams.
• Developing a complete understanding of key account needs
• Supporting customers with technical queries and coordinating with the Support team to solve the queries if any.
• Training to be arranged for existing users to increase the adoption score for G suite.
• Analyze the adoption report of the customers and help them increase the adoption for G suite.
• Security assessment for customers on a quarterly basis.
• Regular feedback and suggestions from the customers to be maintained.