Manager Retention

Role Overview:

As a Key Account Manager at Delhivery, you will own and grow a portfolio of strategic clients, driving revenue expansion, deepening relationships, and delivering best-in-class service. This is an individual contributor role requiring a high-ownership mindset, sharp commercial acumen, and the ability to navigate complex, multi-stakeholder environments.

Key Responsibilities:

• Manage and nurture a portfolio of key enterprise and mid-market clients, ensuring high

satisfaction, retention, and long-term value creation.

• Develop and execute tailored account plans with clear revenue targets, growth milestones, and

expansion strategies.

• Drive upselling and cross-selling opportunities across Delhivery's suite of logistics and supply

chain products.

• Act as the primary point of contact for assigned clients, resolving escalations proactively and

coordinating with internal stakeholders (Operations, Finance, Product, Tech).

• Conduct regular business reviews (QBRs/MBRs) with clients to track KPIs, share insights, and

align on future growth plans.

• Analyze client-level data, market trends, and competitor activity to identify risks, opportunities, and strategic actions.

• Collaborate with onboarding, operations, and product teams to ensure seamless service delivery

and continuous improvement.

• Maintain accurate account data, pipeline updates, and forecasts in the CRM system.

Desired Profile:

• 4–8 years of experience in Key Account Management, Client Success, or a related B2B

sales/service role; logistics or supply chain experience preferred.

• Demonstrated track record of managing and growing multiple enterprise accounts simultaneously.

• Strong relationship-building skills with the ability to engage and influence stakeholders at multiple levels.

• Excellent communication, presentation, and negotiation skills.

• Data-driven approach to decision-making; proficiency in Excel/Google Sheets and CRM tools

(Salesforce, Zoho, etc.).

• High ownership mentality with the ability to work independently under pressure and meet revenue targets.

• Problem-solving orientation — able to anticipate client needs and deliver proactive solutions.

• Bachelor's degree in Business, Commerce, Engineering, or related field; MBA preferred.