Key Account Manager

About The Role

Key Account Manager (KAM)

client servicing, upselling, training coordination, and internal project management

Responsibilities

• Manage and nurture relationships with all existing institutional clients
• Be the single point of contact (SPOC) for all queries, requests, and service needs
• Drive upselling opportunities across categories (coffee, chocolate, gifting, etc.)
• Ensure barista training, café onboarding, and operational SOPs are executed through internal B2B trainers
• Maintain strong communication with production, logistics, trainers, and internal senior team members
• Track client performance, repeat orders, projections, and category-wise growth
• Support senior team members of the Institutional Partnerships Department with:
  

• Handle documentation, contracts, POs, invoicing follow-ups, and renewal cycles
• Maintain CRM and account-related data hygiene
• Resolve service issues, escalations, or operational breakdowns swiftly
  

Key Qualifications

• 2–3 years of experience in business development / client servicing /account management / B2B coordination, or relationship management preferably in F&B, hospitality, FMCG, premium consumer brands, or agency environments.
• Strong communication and interpersonal skills
• Ability to upsell and identify revenue opportunities within existing accounts.
• Strong organizational and coordination skills with a structured approach to follow-ups, data management, and documentation.
• Ability to work with multiple internal teams (operations, trainers, production, finance) and manage recurring communication across stakeholders.
• Good working knowledge of MS Excel, reporting, presentation decks, and CRM hygiene.
• Problem-solving mindset with the ability to address client requirements promptly and escalate issues when needed.
• High sense of accountability, responsiveness, and service orientation, someone who ensures clients feel supported and well-managed.
• Comfortable working in a fast-paced environment where priorities shift and client needs may require quick turnaround.