Key Account Manager

Title: Key Account Manager (KAM)

Job Description:

As a Key Account Manager (KAM) in the Ecommerce Vertical, your primary focus involves managing and nurturing client relationships, increasing the Share of Wallet, and facilitating seamless collaboration across internal teams. Additionally, you'll cultivate positive client experiences, ensuring strong business retention while actively seeking growth opportunities. This role requires outstanding communication skills, swift responsiveness, and a steadfast commitment to delivering excellent service support. Handling high-profile enterprise accounts, your role significantly influences maintaining and strengthening our firm's relationships with these clients.

Key Responsibilities:

Manage and nurture client relationships within the Ecommerce Vertical, focusing on increasing Share of Wallet and ensuring client satisfaction.

Collaborate seamlessly with internal teams to address client needs promptly and efficiently.

Develop a comprehensive client success roadmap outlining the entire client experience across various touchpoints, including the client engagement model, service precision, and SOP management.

Regularly conduct weekly/monthly business reviews with clients, emphasizing and enhancing the service delivery experience.

Escalate and resolve client-raised concerns promptly and effectively.

Monitor performance against service level agreements, identifying and addressing potential issues for timely resolution.

Maintain exceptional service quality, consistently exceeding client expectations at every touchpoint.

Manage enterprise-level accounts with reputed brand names, understanding their business potential and ensuring the firm's strong association with these clients.

Act as a liaison between the logistics firm and clients, ensuring effective communication and a deep understanding of their logistics needs.

Collaborate closely with the Sales and Operations teams to align strategies and ensure seamless service delivery.

Regularly assess established Key Performance Indicators (KPIs) and provide strategic insights and recommendations to optimize logistics processes and enhance client satisfaction.

Proactively identify opportunities for growth and improvement within client accounts, striving to maximize their value and partnership with the firm by upselling and cross-selling.

Prepare and deliver comprehensive reports on key account performance to internal stakeholders, offering valuable insights and actionable recommendations for further improvement.

Key Performance Indicators (KPIs):

An account becomes a key account after a threshold is crossed in terms of revenue. So, an account can be added/removed from the KAM portfolio based on the revenue generated.

KPI Achievement vs Performance Linked Pay (PLP) committed:

Following the completion of a Performance Improvement Plan (PIP), should the employee's performance remain below the expected standards, formal termination procedures will be initiated.