Key Account Manager

About ADA

We are looking for :

• Strong expertise in analytics solutions and services, with the ability to translate complex data insights into actionable business strategies.
• Exceptional relationship management skills, with the ability to build trust and credibility with senior-level clients.
• Demonstrated ability to drive upsell and cross-sell initiatives, leveraging analytics services to meet clients evolving needs.
• High attention to detail with a proactive approach to problem-solving and issue resolution.
• Excellent communication and negotiation skills, both written and verbal.
  

Account Management & Relationship Building:

• Take full ownership of key client relationships, establishing yourself as a trusted advisor and analytics expert.
• Regularly meet with senior-level clients to discuss their strategic goals, providing data-driven insights and recommending tailored solutions.
• Build and maintain strong client relationships to ensure long-term loyalty, managing any potential conflicts or concerns effectively.
  

Analytics Service Delivery:

• Oversee the seamless delivery of analytics services to clients, ensuring on-time and within-budget execution of projects.
• Collaborate closely with internal delivery teams to ensure all analytics solutions are aligned with client needs and objectives.
• Ensure the quality and accuracy of all analytics outputs, presenting insights that drive meaningful business outcomes.
  

Retention & Risk Management:

• Identify potential risks to account retention, proactively addressing concerns or service gaps before they affect the client relationship.
• Develop and execute plans to secure ongoing business with clients, including contract renewals and continued project work.
• Monitor account health and satisfaction levels, taking prompt action to resolve issues and mitigate churn risk.
  

Growth through Upsell & Cross-Sell:

• Identify and drive upsell and cross-sell opportunities by aligning our analytics services with new business needs, departmental requirements, or new initiatives.
• Leverage a deep understanding of analytics solutions to identify opportunities to expand the portfolio and address additional client needs.
• Collaborate with internal teams (sales, product, and solutions) to craft compelling proposals and offerings that demonstrate the value of expanded services.
• Track and report on growth metrics, including revenue expansion and new service adoption, ensuring alignment with client needs.
  

Customer Satisfaction & NPS Management:

• Ensure a positive and seamless experience for clients by being highly responsive, proactive, and solution-oriented.
• Work to achieve a consistently high NPS score of 9 or above for each managed account through effective communication and exceptional service delivery.
• Collect and analyze feedback from clients to identify areas for improvement, using insights to enhance the overall customer experience.
  

Relationship Champion:

• Serve as the primary point of contact for key accounts, building and nurturing strong, trusted relationships with senior executives and decision-makers.
• Act as the relationship champion, ensuring customer engagement and satisfaction, while anticipating their evolving needs.
• Foster long-term partnerships, aligning our analytics services with the client's business goals.