Key Accounts Manager

Key Responsibilities & KRAs

1. Client Engagement

• Conduct

  Quarterly Business Reviews (QBRs)

  with key international clients
• Target:

  1 QBR per key client per quarter (139 QBRs/quarter)

• Identify and engage with

  multiple decision-makers (POCs)

  within each client organisation.
• Identify

  billing and expansion opportunities

  across sister/group companies and share insights with the Sales team
• Pitch and introduce

  additional products and solutions

  (Branding, PCS, Zwayam, etc.) during QBRs
• Proactively identify

  cross-sell and upsell opportunities

  and communicate qualified leads to Sales

2. Driving Product Usage

• Drive adoption and engagement for

  low-usage clients

• Target:

  Reduce low-usage clients by 50%

• Diagnose reasons for low usage and take corrective action:
  
• No active hiring
  
• Recruiter behaviour or adoption issues
  
• Training or product understanding gaps
  
• Monitor client hiring activity on

  LinkedIn and competitor platforms

• Ensure

  100% recruiter onboarding and training

  on the platform (NG)
• Replicate client jobs on NG and actively share relevant CVs to demonstrate value
  

3. Improved Servicing & Customer Satisfaction

• Ensure

  100% CSAT coverage

  for all key international clients
• Drive

  sequential improvement in CSAT scores quarter-on-quarter

• Collaborate closely with the

  Customer Success team

  to address concerns and improve service quality
• Act as a trusted advisor and escalation point for key client issues
  

4. Renewals & Revenue Growth

• Drive strong renewal performance through proactive engagement and service quality:
  

• 85% renewal conversion by value

• 80% renewal conversion by volume

• Support Sales in

  reviving lapsed or inactive international clients

• Generate and share a minimum of

  5 qualified cross-sell/upsell leads per quarter

  through QBR insights

Key Skills & Competencies

• Strong experience in

  international inside sales/account management

• Proven ability to conduct

  QBRs and executive-level client conversations

• Excellent

  stakeholder management and relationship-building

  skills
• Data-driven approach to usage analysis, CSAT improvement, and renewals
  
• Strong collaboration skills with Sales, CS, and Product teams
  
• Excellent verbal and written communication skills (international client-facing)
  

Preferred Qualifications

• MBA or equivalent qualification
  
• 7 to 12 years of experience in

  Inside Sales / Account Management / Client Success

  (international exposure preferred)
• Experience in

  SaaS, HR Tech, Recruitment platforms, or B2B solutions

  is a strong advantage