Key Account Manager

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Industry: Pet Care, Services & Technology

Reports to:

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About the Organization:

The organization is redefining pet care in India through technology and compassionate service. As a leading full-stack pet care platform, it offers doorstep grooming, boarding, training, and pet food delivery rapidly expanding its footprint and serving thousands of pet parents every month.

Role Summary:

As an Account Manager (Sales), you will lead the growth and customer management of the organization's Pet Food business. You will own the complete sales lifecyclefrom handling inbound and outbound leads to consultative selling, subscription management, order coordination, payment tracking, and relationship retention. The role focuses on driving repeat purchases, increasing subscription adoption, and ensuring timely and accurate order fulfillment. Success in this role requires strong sales ownership, operational precision, and the ability to build trust-based relationships with customers to position the organization as their preferred destination for pet nutrition.

Key Responsibilities:

1. Lead Management (Inbound & Outbound)

• Manage and convert leads from website, WhatsApp, Exotel, and marketing campaigns.
• Conduct outbound follow-ups to maximize order conversions and subscription sign-ups.
• Maintain a consistent daily talk time of 3+ hours to engage prospects and existing customers.
• Track and manage all leads effectively through CRM tools, ensuring timely updates and follow-ups.

2. Consultative Sales & Subscription Growth

• Understand customers needs and recommend the right plans.
• Drive subscription-based sales (monthly, quarterly, annual) and renewals.
• Upsell or cross-sell complementary products such as treats, grooming supplies, or supplements.

3. Order Coordination & Fulfillment

• Coordinate with logistics and warehouse teams to ensure timely and accurate delivery of pet food orders.
• Manage reschedules, replacements, or escalations related to deliveries or product quality.
• Monitor inventory levels and coordinate restocking with internal teams.

4. Payment Tracking & Revenue Management

• Ensure accurate invoicing, payment collection, and reconciliation.
• Track revenue performance by category, customer segment, and region.
• Collaborate with finance and operations to streamline payment and order processes.

5. Customer Experience & Retention

• Serve as the single point of contact for customers for all pet food-related needs.
• Build long-term relationships through personalized engagement and consistent follow-up.
• Collect feedback and proactively resolve service or product issues to ensure satisfaction and loyalty.

6. Reporting & Insights

• Maintain detailed sales reports on leads, subscriptions, payments, and delivery metrics.
• Track key KPIs such as conversion rate, renewal percentage, and average order value.
• Share actionable insights with the leadership team to improve sales and retention strategies.

7. Collaboration & Ownership

• Work closely with the core team to design and execute sales campaigns and customer engagement initiatives.
• Take complete ownership of individual sales and revenue targets.
• Contribute ideas for scaling the pet food vertical and optimizing customer experience.

Requirements:

• Graduate in Business, Sales, Marketing, or a related field.
• 34 years of experience in inside sales, account management, or B2C product sales (FMCG/pet food/startup experience preferred).
• Proven record of meeting or exceeding sales and subscription targets.
• Excellent communication skills in English and Kannada (Hindi is a plus).
• Proficiency in CRM tools, Google Sheets/Excel, Exotel, and WhatsApp for Business.
• Highly organized, proactive, and data-driven with strong ownership of targets.
• Passionate about pets and committed to promoting better pet nutrition and care.

What we offer:

• Competitive fixed salary with a performance-linked incentive structure.
• Fast-track career growth and opportunity to lead new sales verticals.
• Flexible hybrid/remote work environment.
• Direct collaboration with founders and the core leadership team.
• A vibrant, pet-loving culture with a focus on innovation and customer delight.

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