Key Account Manager

Job Title: Key Accounts Manager (KAM)

Reports To: Head of Business Development/CEO

Job Overview:

The Key Accounts Manager will be responsible for managing and growing relationships with our key clients to drive retention, revenue growth, and overall satisfaction. This individual will act as the main point of contact for the clients, ensuring the successful delivery of services, resolving issues, and identifying new opportunities to expand the business within their accounts. 

Key Responsibilities:

Client Relationship Management:

• Build and maintain strong, long-lasting relationships with key clients. 
• Act as the main point of contact for key accounts, ensuring prompt and efficient communication. 
• Develop a deep understanding of each client's business, challenges, and objectives to provide tailored solutions. 
• Ensure a high level of customer satisfaction, resolving any concerns or issues proactively. 

Account Growth and Retention:

• Monitor and assess client needs to ensure the services provided are aligned with their goals. 
• Identify opportunities for account growth, upselling, and cross-selling additional services. 
• Work with the sales and marketing teams to develop strategies for expanding service offerings within existing accounts. 
• Develop and execute account retention strategies to minimize churn and maximize client loyalty. 

Strategic Planning & Reporting:

• Collaborate with clients to understand their business strategies and challenges, and develop tailored solutions. 
• Track key account performance and prepare regular reports for senior management, highlighting achievements, challenges, and opportunities. 
• Monitor market trends and competitors to identify opportunities for growth within key accounts. 

Contract Management and Negotiations:

• Assist with contract renewals, renegotiations, and modifications to ensure both parties are satisfied with the terms. 
• Ensure that service level agreements (SLAs) and other contractual obligations are met. 
• Support the business development and sales teams in acquiring new key accounts. 

Client and Market Insights:

• Stay updated on industry trends, competitor activities, and emerging technologies to maintain a competitive edge. 
• Conduct regular client reviews and surveys to gather feedback and improve service offerings. 

Key Performance Indicators (KPIs):

• Client satisfaction and retention rates. 
• Revenue growth within key accounts. 
• Achievement of sales targets (upsell and cross-sell). 
• Timely service delivery and resolution of client issues. 
• Contract renewals and client engagement. 

Required Skills & Qualifications:

Education

Experience

Skills

• Strong communication, negotiation, and interpersonal skills. 
• Excellent project management and organizational abilities. 
• Ability to analyze client needs and propose tailored solutions. 
• Strong problem-solving and conflict resolution skills. 
• Strategic thinking and ability to understand broader business goals. 

Technical Skills

• Proficiency in CRM software (e.g., Bigin, Salesforce, HubSpot). 
• Knowledge of service delivery tools and project management software (e.g., Asana, Jira, or similar). 

Preferred Skills:

• Experience in managing large, high-value accounts in the business services industry. 
• Proven track record in growing key accounts and meeting sales targets. 
• Strong understanding of the industry and market trends. 

Working Conditions:

• Full-time position. 
• In-office Role  
• Occasional travel to meet clients or attend industry events. 
• Fast-paced and dynamic work environment.