Assistant Manager - Retention (KAM) - Bangalore

Delhivery

3 - 7 years

8 - 12 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

key account management retention kam relationship management client retention farming

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities

Nurturing client relationships, building Positive client experience and maintaining strong client relationships, retaining the business, and identifying growth opportunities
Create a client success roadmap A clear roadmap of the clients experience across all touchpoints. i.e., Transition Plan for new onboarding, client engagement model, service precisions & SOP management, etc
Cross-Selling and Up-selling to the client base and growing the account to achieve the targets
Be the customer's focal point by liaising closely with various stakeholders within the company thus ensuring their queries/ issues are addressed
Metric management - Work towards ensuring all the assigned metrics are in green with appropriate root causing and solutioning as and when required
Conducting business reviews with clients and focusing on service delivery experienceTravel to various centers/ client locations within the country for client visits/ audits/ business launches/ client meetings as and when required
Liaising with internal departments to ensure client requirements are fulfilled
Escalating and resolving areas of concern as raised by clients.
Monitoring performance against service level agreements and flagging potential issues for timely resolution

Desired Skills and Experience

Strong in Program Management and data analytics. Advance Excel and SQL are mandatory
Preferred to have knowledge of the e-commerce Industry
2-3 Years of experience in Client relationship Management and CX analytics
Strong Interpersonal Skills
Proactive and self-driven with a great sense of ownership
Strong problem solving & Prioritization skills with an eye for detail.
Good in negotiation and persuasion.

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