Key Account Manager

About the Company

Responsibilities

• ● Tasks & Responsibilities :
• ● Responsible for managing one or more identified customer accounts and be the single point of contact for the customer within the company Organization
• ● Responsible for delivering the budgeted revenues and gross margins through deep selling and cross selling of products/services to the customers.
• ● Be the first point of contact for -
• ● Agreeing on the scope of services and the KPI's for measuring the quality of service delivery
• ● Having a clear SOP drawn up for each service and having the same signed up both by the product heads as well as Customer
• ● Disseminating the SOP and KPI's across the product teams and training the teams on the same
• ● Driving the individual customer service executives to ensure that the service delivery is as per agreed KPI's
• ● Identifying opportunities for expanding services and organizing meetings with individual product heads tonanage the entire process up to closure(commercial agreement included)
• ● Escalation point where service issues arise which are not properly handled by the individual Customer service or Operations within the product.
• ● Renewal of contracts and commercial terms at regular intervals.
• ● Ensuring that the SOP and KPI's are circulated to the concerned people within the company network where required
• ● Ensuring regular reporting of KPI's across product lines and submitting the same to the customer at agreed intervals with full analysis of the performance and reasons for deviation if any
• ● Scheduling of monthly and quarterly reviews and timely execution of all agreed actions with the customer
• ● Responsible for total customer satisfaction and resolution of all issues with the customer
• ● Escalating open issues which are beyond agreed timelines within company or the customer organization as the case maybe till they are resolved