Key Account Manager

Job Overview This role is pivotal in ensuring the successful management and sustained growth of account. It demands a high level of professionalism, responsiveness, and strategic coordination to uphold service excellence and foster long-term client trust.

• Primary Client Liaison:
  Act as the principal point of contact for Key Account team, ensuring all inquiries, requests, and communications are addressed promptly and accurately. This includes managing day-to-day interactions and serving as the face of the organization to the client.
• Relationship Stewardship:
  Build and maintain a strong, collaborative relationship with Key Account by consistently demonstrating reliability, empathy, and a deep understanding of their business objectives. Proactively identify opportunities to add value and strengthen the partnership.
• Issue Management and Escalation:
  Lead the resolution of client concerns by coordinating with relevant internal teams, ensuring timely and effective solutions. Escalate critical issues appropriately while maintaining transparency and professionalism throughout the process.
• Cross-Functional Coordination:
  Collaborate with internal departments—technical, legal, finance, and operations—to ensure Client’s needs are met with precision and efficiency. Facilitate alignment across teams to deliver integrated, high-quality outcomes.
• Client Communication and Reporting:
  Prepare and deliver structured client communications, including performance updates, strategic recommendations, and periodic reports. Ensure all materials are clear, data-driven, and tailored to Client’s expectations.
• Documentation and Compliance:
  Maintain accurate records of client interactions, decisions, and deliverables. Ensure documentation is audit-ready and aligned with internal compliance standards and client-specific protocols.
• Meeting Participation and Representation:
  Attend regular client meetings, both virtual and in-person, to represent the organization, capture feedback, and contribute to strategic discussions. Prepare meeting agendas, minutes, and follow-up actions to ensure continuity and accountability.
• Account Planning and Strategy Support:
  Contribute to the development of account plans, renewal strategies, and growth initiatives. Provide insights on client behaviour, preferences, and emerging needs to inform strategic decision-making.
• Service Delivery Oversight:
  Monitor the quality and timeliness of deliverables provided to client, ensuring adherence to agreed service levels and contractual obligations. Identify areas for improvement and drive continuous enhancement of service delivery.
• Risk Identification and Mitigation:
  Proactively identify potential risks to the client relationship or service delivery and work with internal stakeholders to mitigate them before escalation.
• Client Advocacy:
  Champion Client’s interests within the organization, ensuring their voice is heard in internal planning and prioritization discussions. Advocate for solutions that align with their strategic goals.

• Bachelor’s degree in Business, Customer Service or related field
• Previous experience in customer service or client relations is a plus
• Legally permitted to work in the country of operations.
• Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills
• Strong communication and interpersonal skills
• Detail-oriented with excellent organizational abilities
• Prioritizes client satisfaction through attentive service and proactive engagement.
• Approaches challenges with logic and delivers effective solutions.
• Works cooperatively with internal teams to meet shared goals.
• Ensures accuracy in documentation, reporting, and client interactions.
• Anticipates needs and takes initiative without waiting for direction.
• Manages multiple tasks efficiently and meets deadlines.
• Maintains composure and courtesy in high-stress situations.

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