Key Accounts Manager

The Key Account Manager is responsible for managing key accounts as the single point of contact within an assigned hub. The primary focus is to ensure best-in-class service delivery, retain existing clients, and grow accounts by proactively identifying opportunities for service expansion and price increases. (Note: For strategic accounts, this role is not involved in end-to-end client management, as that remains the responsibility of the Strategic Account Manager).

Core Responsibilities & Time Allocation

Customer Service & Account Management (30% of Time Spent)

• Client Retention & Growth: Actively retain and grow assigned key accounts on an ongoing basis.
• Single Point of Contact (SPOC): Serve as the primary, centralized contact for all commercial and operational issues faced by the client.
• Relationship Management: Maintain a regular connect with customers and actively seek feedback to ensure satisfaction.
• Operational Alignment: Drive internal operations teams to ensure service quality aligns strictly with defined corporate standards.
• Performance Reporting: Report regularly on operations metrics and collaborate with customers to identify areas of improvement.
• Feedback Loop: Pass operational and client feedback efficiently to Branch and Hub Managers.
• Financial Oversight: Track and resolve ongoing issues related to billing collections.
• Contract Renewals: Ensure timely renewal of client contracts in strict accordance with defined policies and standards.
• Risk Mitigation: Proactively identify client termination risks and formulate action plans to mitigate them.
• Performance Tracking: Monitor overall account health, including profitability metrics.

Key Performance Indicators (KPIs) & Performance Metrics

The success of the Key Account Manager will be evaluated based on the following metrics:

• Revenue Growth: Financial expansion and growth achieved from assigned key accounts.
• Collection Percentage (%): Efficiency and success rate of recovering due payments/collections.
• Client Termination Percentage (%): Retention success rate (minimizing client churn/loss).

Key Competencies & Qualifications (Recommended Additions)

• Experience: Proven experience in account management, client relationship management, or customer service operations.
• Communication: Strong communication, negotiation, and interpersonal skills to handle client escalations smoothly.
• Problem-Solving: Analytical mindset with the ability to track metrics, identify profitability gaps, and execute risk-mitigation strategies.