Job
Description
Position Summary: The National Key Account Manager (NKAM) will be responsible for managing and growing relationships with the company’s largest and most strategic customers. Acting as the bridge between bottom-up operational insights from units servicing the customer and the top-down strategic direction set by the Customer Experience Director, the NKAM will drive action plans that enhance customer satisfaction, strengthen partnerships, and accelerate business growth. Key Duties 1. Key Account Management & Relationship Building Serve as the primary relationship owner for designated national key accounts, ensuring seamless coordination across regions. Engage regularly with senior stakeholders (CXOs, Procurement Heads, Operations Heads, etc.) at customer organizations. Ensure consistent delivery of high-quality service and swift resolution of issues in collaboration with operations teams. Conduct regular business reviews with customers, presenting key performance metrics, service improvements, and growth opportunities. 2. Data-Driven Decision Making & Strategic Insights Collect and analyse customer service data from multiple units nationwide to identify trends, pain points, and opportunities. Translate bottom-up insights into strategic recommendations aligned with the Customer Experience Director’s vision. Use Net Promoter Score (NPS), Customer Satisfaction (C-Sat), and service performance data to drive continuous improvement. Develop predictive models for customer needs, churn risks, and growth opportunities. 3. Execution of Growth & Engagement Strategies Align customer engagement plans with the organization’s broader customer experience strategy. Identify upsell, cross-sell, and retention opportunities, collaborating with sales and service teams to drive revenue growth. Implement customized account action plans, ensuring value creation for customers while optimizing internal operations. Partner with internal stakeholders to enhance customer experience, contract renewals, and service delivery standards. 4. Cross-Functional Collaboration Work closely with regional service teams, finance, and operations to ensure consistent customer engagement. Provide customer insights to the CX Director, supporting strategic planning and decision-making. Collaborate with sales and business development teams to develop expansion strategies and value-added solutions. Key Competencies & Skills: Key Account Management Expertise: Proven ability to handle large, complex accounts and build strategic relationships. Data Analysis & Insights Generation: Ability to interpret customer data, identify trends, and translate insights into action. Customer-Centric Mindset: Strong focus on enhancing customer experience and satisfaction. Business Acumen: Deep understanding of market trends, customer industries, and growth levers. Stakeholder Management: Ability to engage with CXOs and senior leaders both internally and externally. Cross-Functional Collaboration: Strong teamwork and coordination across sales, operations, and service units. Preferred Qualifications & Experience: 10+ years of experience in key account management, business development, or customer engagement roles. Experience in a manufacturing, industrial services, or related sector is preferred. Strong proficiency in data analysis, CRM tools, and customer analytics. MBA or equivalent degree in Business, Sales, Marketing, or a relevant field. Compensation The compensation is around 23-27 Lacs. Location New Delhi Languages: Good spoken and written English Expected timeframe for selection: 4 Weeks (it is strictly 4 weeks) Job Types: Full-time, Permanent Schedule: Day shift Morning shift Application Question(s): Do you have 10+ years of experience in key account management, business development, or customer engagement roles? Do you have experience in a manufacturing, industrial services, or related sector ? do you have Strong proficiency in data analysis, CRM tools, and customer analytics? Work Location: In person
