Head - Key Account Management

Position Summary:

The Head of Key Account Management (KAMs) will be responsible for leading, mentoring, and driving performance across a team of 10 -12 Key Account Managers. This role will ensure that the company's most strategic clients receive exceptional service, value, and growth opportunities. The individual will develop account strategies, implement best practices, and build strong client relationships while managing and optimizing the team's performance.

Key Responsibilities:

Leadership & Team Management:

- Lead, mentor, and develop a team of 10 KAMs to achieve business targets.

- Set clear goals, KPIs, and performance metrics for the team.

- Conduct regular performance reviews and coaching sessions.

- Foster a culture of collaboration, accountability, and customer-centricity.

Strategic Account Management:

- Oversee strategic account planning and execution for top-accounts

- Ensure account strategies align with overall business objectives.

- Support KAMs in building deep, long-term relationships with decision-makers and influencers.

- Proactively identify opportunities for growth, cross-selling, and upselling.

Business Performance & Growth:

- Drive revenue growth across key accounts while maintaining high retention rates.

- Monitor sales pipelines, forecasts, and client satisfaction.

- Collaborate with cross-functional teams (sales, operations, marketing, product) to deliver tailored solutions.

- Anticipate client needs and address risks before they impact relationships.

Operational Excellence:

- Establish best practices and standardized processes for account management.

- Implement tools, reporting, and CRM utilization to track performance.

- Ensure smooth communication between KAMs, clients, and internal stakeholders.

Skills & Competencies:

- Exceptional leadership and people management skills.

- Strong relationship-building, communication, and influencing abilities.

- Analytical mindset with data-driven decision-making.

- Strategic thinker with hands-on execution ability.

- Ability to manage multiple stakeholders and competing priorities.

- High emotional intelligence and customer-centric mindset.

Performance Metrics (KPIs):

Revenue growth from key accounts.

Retention & renewal rates.

Customer satisfaction (NPS/CSAT).

Team performance and engagement.

Success in cross-sell and upsell initiatives.