Senior Key Account Manager

Position: Head of Account Management & Customer Service

📍 Location: Mumbai

🕒 Notice Period: Immediate joining preferred

Key Responsibilities

• Define and execute account management and customer service strategies aligned with business objectives
• Build frameworks for client retention, upselling, and cross-selling opportunities
• Develop and implement KPIs to track and improve customer satisfaction, loyalty, and revenue growth
• Build strong client relationships and act as a trusted advisor to drive client success
• Collaborate with internal teams such as Sales, Product, and Marketing to deliver holistic client solutions
• Oversee the customer support team to ensure timely resolution of queries, complaints, and escalations
• Implement best practices and technology solutions to enhance the customer experience
• Continuously improve service delivery processes to increase efficiency and satisfaction
• Lead, mentor, and grow a team of account managers and customer service professionals
• Monitor client health metrics, churn rates, and service quality scores
• Present regular reports and insights to leadership on customer satisfaction, retention, and revenue impact
• Identify trends, risks, and opportunities to inform strategic decisions

Key Requirements

• Proven experience in Account Management, Customer Success, or Customer Service, including leadership responsibilities
• Strong track record of managing enterprise or high-value client accounts
• Excellent leadership, communication, and negotiation skills
• Ability to work cross-functionally and drive measurable business outcomes

Why Join

• Be part of a rapidly growing organization driving innovation in the HR tech space
• Work with cutting-edge technology and large-scale enterprise solutions
• Opportunity to make a significant impact on customer success and business growth
• A collaborative and fun work environment with room for professional advancement