Job Title : Lead – Key Account Management - Higher Education and Skills – HE – (English) Region: South Asia (Primary Focus: India, Maldives, Nepal; Collaboration: Sri Lanka, Bangladesh) Department: English – Higher Education and Skills (HE) Reports to: Head – Higher Education and Skills (HE) English, South Asia Team Size: 4 Key Account Managers Location: Chennai, India Contract Type: Permanent Purpose of the Role To lead the Key Account Management function for the Higher Education and Skills (HE) English team in South Asia, with a primary focus on India. The role will ensure strong, strategic engagement with key Higher Education and Skills (HE) and education groups, drive customer retention and growth, and work collaboratively with in-country teams in Sri Lanka and Bangladesh to support a unified and customer-centric regional approach. Key Responsibilities Strategic Leadership & Planning Lead the development and implementation of the Key Account Management strategy for South Asia Align strategic account plans with broader regional objectives in South Asia. Provide guidance and thought leadership to support country-specific/region specific growth strategies, particularly in collaboration with teams in Sri Lanka and Bangladesh. Categorise accounts into Platinum, Gold, Silver and Bronze and build a Menu of services for driving suitable outcomes and drive P&L for account management. Team Management Manage and mentor a team of 4 Key Account Managers working across South Asia. Ensure high levels of team performance through structured coaching, performance tracking, and professional development. Promote cross-learning and collaboration across the region. Key Account Management Build and maintain senior-level relationships with key Higher Education and Skills (HE), school groups, and educational networks in focus countries. Serve as the point of escalation for critical accounts and work with internal stakeholders to ensure exceptional service delivery. Support team members in creating, implementing, and monitoring Account Development Plans with clearly defined goals and KPIs. Customer Retention & Growth Oversee the planning and execution of retention strategies for top-tier accounts. Identify and implement opportunities for account growth through tailored solutions and value-added services. Monitor customer satisfaction and lead initiatives to improve engagement and loyalty. Collaboration with In-Country Teams Partner with in-country teams in Sri Lanka and Bangladesh to align regional account strategies and share best practices. Collaborate with Marketing, Propositions, Academic and Customer Services teams to develop campaigns/services for account-specific needs. Provide strategic input and occasional operational support to ensure consistency of service and customer experience across the region. Work closely with Academic team of CUP for portfolio account management. Data & Reporting Ensure that account-related activities, pipelines, and progress metrics are accurately recorded in CRM systems. Provide timely and insightful reporting to the Head of Higher Education and Skills (HE) English and other stakeholders. Use data to drive decision-making and continuous improvement within the team. Stakeholder Management Act as a liaison between the Key Account Management function and cross-functional teams, including Marketing, Operations, Exams Delivery, and Product. Represent the Higher Education and Skills (HE) English team in regional and global forums, contributing to strategic planning and innovation. Qualifications & Experience Essential: Bachelor's degree or equivalent; preference for Business, Education, or related fields. Minimum 7 years of experience in account management, customer success, or business development, with at least 2 years in a leadership role. Experience managing key accounts or partnerships in the education or services sector. Proven track record of achieving commercial and customer satisfaction targets. Strong communication, stakeholder engagement, and team leadership skills. C1 Level of English in CEFR Desirable: Familiarity with the education and examinations sector in South Asia. Experience collaborating in multi-country or regional roles. Advanced degree or MBA is a plus. Skills & Competencies Strategic Thinking & Commercial Acumen Leadership & Team Development Stakeholder & Relationship Management Customer-Centric Mindset Project & Performance Management Strong Communication & Negotiation Skills Proficiency with CRM tools (e.g., Salesforce) and data analysis platforms Travel Requirements Regular travel within India and South Asia Show more Show less