Key Accounts Manager

Position: Key Account Manager

Location: Navi Mumbai

Department: KAM/CRM

Reporting To: Head Operations / Business Head

Role Overview

The Key Account Manager (KAM) is responsible for managing and growing relationships with major corporate clients, ensuring smooth service delivery, and driving customer satisfaction. The KAM will act as a single point of contact for all client requirements, service issues, billing coordination, and operational support.

Key Responsibilities

1. Client Relationship Management

Serve as the primary contact for assigned corporate accounts.

Build strong relationships with client stakeholders (Admin, Transport, HR teams).

Conduct regular client meetings, reviews, and feedback sessions.

Understand client requirements and ensure timely fulfilment.

2. Service Delivery & Operations Coordination

Monitor daily cab operations, vendor/driver performance, and service SLAs.

Ensure 100% availability of cars as per client requirements.

Coordinate with operations, fleet, and vendor/driver teams to resolve issues.

Manage escalation calls and provide immediate solutions.

3. Performance & SLA Management

Track service quality metrics: punctuality, cleanliness, reliability, and zero-refusal.

Maintain MIS reports on daily, weekly, and monthly performance.

Share SLA reports with clients and implement improvement actions.

4. Revenue & Business Growth

Identify opportunities to increase revenue through additional services, routes, or new locations.

Retain clients and increase wallet share/ upselling

Ensure timely billing, payment follow-ups, and collection coordination.

5. Vendor & Driver Coordination

Work closely with vendor partners and driver supervisors to maintain service standards.

Ensure driver grooming, training, and compliance with company policies.

6. Issue Resolution & Support

Handle client grievances professionally and ensure timely closure.

Coordinate for replacement vehicles, backup cars, and emergency support.

Prepare MOMs of client meetings and share updates with internal teams.

Key Skills Required

Strong client relationship & communication skills

Experience in transport mobility / car rental operations (preferred)

Ability to manage on-ground operations and vendor interactions

Problem-solving & decision-making skills

Good knowledge of MIS, Excel, reporting & SLAs

Negotiation and conflict management

Ability to work under pressure and deliver on timelines

Education & Experience

Bachelors degree (BBA/MBA preferred).

2–6 years of experience in Key Account Management, Operations, or Customer Service.

Experience in car rental, logistics, mobility, or facility management is an added advantage.

Salary

As per industry standards + incentives based on performance.