Key Account Manager

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About Teceze

Teceze is a global IT services provider specializing in Digital Workplace, Cloud, Cybersecurity, and IT Infrastructure services. With delivery capabilities across 16 Global Delivery Centers, 50+ warehouses, and 2000+ engineers worldwide, we support enterprises through scalable, secure, and future-ready technology solutions. Our Digital Workplace Services (DWP) practice helps clients modernize employee experiences and drive productivity across the globe.

Key Responsibilities:

Client Relationship Management:

• Serve as the main point of contact for assigned clients, ensuring seamless communication and collaboration.
• Build and maintain strong, long-term relationships with key stakeholders within the client’s organization.
• Conduct regular client meetings to understand their needs, challenges, and feedback. Address client concerns and ensure resolution in a timely and professional manner.

Managing Day-to-Day Client Requests:

• Coordinate with internal teams (technical, sales, operations) to address client requests effectively. Monitor service delivery to ensure adherence to agreed SLAs and quality standards.
• Track and manage support tickets, ensuring timely resolution and updates to the client. Provide regular updates on ongoing projects and status reports.

Revenue Growth and Account Expansion:

• Identify and pursue opportunities to grow account revenue through cross-selling and upselling of IT services.
• Develop and present tailored proposals and service enhancements to meet client objectives.
• Negotiate contracts and renewal terms in collaboration with the sales and legal teams. Collaborate with clients to identify new projects or technology requirements.

Strategic Account Planning

• Develop account plans that align with the client’s business goals and IT strategy.
• Monitor and analyze account performance, identifying areas for improvement.
• Maintain a deep understanding of the client’s industry trends, challenges, and emerging opportunities.

Upselling and Promotion of IT Services:

• Proactively recommend relevant IT services and solutions that align with the client’s needs. Conduct product demonstrations, presentations, and workshops as needed.
• Stay updated on the organization’s service offerings, ensuring alignment with client opportunities.
• Support marketing initiatives by introducing clients to new solutions, promotions, or events.

Reporting and Documentation:

• Prepare regular performance and account management reports for both internal and client review.
• Maintain detailed records of client interactions, feedback, and account progress in CRM systems.
• Provide insights and updates to senior management on account growth and challenges.

Qualifications and Skills:

Required Qualifications:

• Bachelor’s degree in IT, Business Administration, or a related field.
• 2 to 5 years of experience in client relationship management within the IT services industry.

Key Skills:

• Strong interpersonal and communication skills.
• Excellent problem-solving and negotiation abilities.
• Proficiency in CRM tools (e.g., Salesforce, Zoho CRM).
• Basic understanding of IT services and solutions, such as Managed Services, Cloud Solutions, and IT Infrastructure.
• Ability to manage multiple clients and prioritize tasks effectively.
• Strong analytical skills to monitor account performance and identify growth opportunities.

Key Performance Indicators (KPIs):

• Client satisfaction and retention rate.
• Revenue growth from assigned accounts.
• Percentage of upsell/cross-sell opportunities converted.
• Timely resolution of client requests and adherence to SLAs. Frequency of client engagement and feedback sessions