Company Overview:

Chat360 is a leading conversational AI platform that enables businesses to automate customer engagement, support, and lead generation through intelligent chatbots and agentic AI workflows. Operating at the intersection of SaaS and automation, the company provides robust solutions that integrate seamlessly across web, mobile, and messaging platforms. With a focus on driving operational efficiency and superior customer experiences, Chat360 serves a diverse portfolio of enterprise clients, helping them scale their digital interactions in an increasingly automated economy.

Role Overview:

As a Key Account Manager at Chat360, you will serve as the primary strategic partner for our high-value enterprise clients. You will navigate complex organizational structures to ensure our Agentic AI solutions are deeply embedded into the client's business processes. This role involves managing the entire post-sales lifecycle, acting as a bridge between the client's business objectives and our technical product team. You will be instrumental in driving long-term value, ensuring high retention, and identifying opportunities to expand our footprint within existing accounts through consultative relationship building.

Key Responsibilities:

- Manage a portfolio of enterprise accounts by developing deep relationships with key decision-makers to ensure long-term partnership success.

- Drive account expansion by identifying new use cases for our Agentic AI platform, effectively upselling and cross-selling solutions to meet client needs.

- Lead regular business reviews with stakeholders to demonstrate ROI, share performance analytics, and align our product roadmap with their evolving business goals.

- Coordinate with internal product and engineering teams to translate client feedback into actionable feature requests, ensuring our platform remains competitive.

- Monitor account health metrics and proactively address potential churn risks through strategic interventions and personalized support plans.

- Facilitate the onboarding and training of client teams to ensure high adoption rates and effective utilization of Chat360's advanced automation capabilities.

Required Skillset:

- Demonstrated ability to manage complex stakeholder relationships, including C-suite and senior management, within large enterprise environments.

- Strong analytical mindset with the ability to interpret data, track KPIs, and present meaningful insights that drive account growth.

- Proven experience in the SaaS industry, with a deep understanding of subscription-based business models and customer success metrics.

- Exceptional communication and negotiation skills, capable of articulating the value proposition of Agentic AI to both technical and non-technical audiences.

- Ability to thrive in a fast-paced, hybrid work environment across Mumbai or Gurgaon, maintaining high levels of autonomy and professional accountability.

- 3 to 7 years of professional experience in account management or customer success, preferably within a technology or software company.

- A proactive approach to problem-solving, with the ability to navigate ambiguity and manage multiple high-priority accounts simultaneously.