Key Account Management- Senior Manager/Director

Role Overview

The Senior leader -Key Accounts will manage 23 large strategic enterprise clients, acting as the primary customer-facing owner. The role focuses on client retention, experience enhancement, account growth, and data-driven performance management, while collaborating closely with internal stakeholders to ensure service excellence and business outcomes.

Key Responsibilities

Strategic Account Ownership & Client Relationship Management

• Own and manage 2–3 large enterprise accounts, acting as the single point of contact for all client engagements.
  
• Nurture long-term client relationships by delivering a consistently positive client experience and building strong stakeholder trust.
  
• Drive

  client retention

  , business continuity, and identification of growth opportunities within assigned accounts.

Client Success & Experience Management

• Create and own a

  Client Success Roadmap

  , outlining the client journey across all touchpoints.
• Lead transition and onboarding plans for new accounts including:
  
• Transition planning and governance
  
• Client engagement model
  
• Service precision framework
  
• SOP definition and adherence
  
• Ensure seamless service delivery and continuous improvement across the client lifecycle.
  

Account Growth (Cross-sell & Upsell)

• Drive

  cross-sell and up-sell opportunities

  within the existing client base.
• Grow account revenue in line with defined targets by identifying new use cases, services, and solutions.
  
• Partner with sales, solutions, and product teams to convert opportunities into revenue.
  

Customer-Facing Stakeholder Management

• Act as the customer’s focal point by liaising closely with cross-functional internal teams (Operations, Tech, Product, Finance, Legal, etc.).
  
• Ensure client queries, requirements, and concerns are addressed proactively and within defined timelines.
  
• Manage escalations effectively and ensure timely resolution of client issues.
  

Data & Metrics Management

• Own and track key performance metrics and ensure all assigned KPIs and SLAs remain in green.
  
• Perform root cause analysis for deviations and drive corrective and preventive actions.
  
• Leverage data, dashboards, and reports to:
  
• Monitor service performance
  
• Identify risks and opportunities
  
• Support decision-making and client discussions
  

Business Reviews & Governance

• Conduct regular business reviews (MBRs/QBRs) with clients, focusing on service delivery, performance trends, and value delivered.
  
• Present insights, performance metrics, and improvement plans to senior client stakeholders.
  
• Ensure governance cadence and alignment between Delhivery and client leadership teams.
  

Travel & On-Ground Engagement

• Travel to various centers and client locations across India for:
  
• Client visits and audits
  
• Business launches and transitions
  
• Reviews and stakeholder meetings
  

Person Specifications – Skills & Education

• Strong communication and presentation skills.
  
• Excellent proficiency in Excel for data analysis and reporting.
  
• Working knowledge of VBA / SQL / R / Python is an added advantage.
  
• Comfortable working with metrics, SLAs, dashboards, and performance reports.