Key Account Management Head - Logistics

Role Purpose:

The KAM Head will be responsible for building and leading ShipDelight's Key Account Management function, ensuring that top client relationships are nurtured, grown, and converted into long-term partnerships. This role ensures that client success translates into measurable business outcomes - higher revenue, better retention, and increased adoption of ShipDelight's logistics solutions. Without this role, the company risks losing focus on enterprise accounts, fragmented engagement, and missed opportunities for upsell/cross-sell.

Responsible for:

- Develop and implement the Key Account Management strategy across priority clients.

- Own revenue retention, upsell, and cross-sell targets from top accounts.

- Build account plans with clear growth opportunities, aligned to client priorities.

- Manage escalations at senior levels, ensuring client trust is maintained.

- Lead and mentor the KAM team for structured client engagement across B2C & B2B businesses.

Accountable for:

- Delivery of account revenue targets (renewals, expansions).

- Client NPS and retention metrics for B2C + B2B clients

- Strategic alignment of account strategy with ShipDelight's SaaS-first direction.

Key Competencies

Knowledge:

- Essential: Deep understanding of enterprise account management, logistics tech domain, client success frameworks.

- Desirable: Familiarity with e-commerce and D2C ecosystem; insights into quick commerce/rapid delivery trends.

Skills:

- Essential: Strategic account planning, client engagement, commercial negotiation, stakeholder management.

- Desirable: Experience in SaaS adoption metrics, ability to translate client requirements into product features.

Attitudinal/Behavioral Traits:

- Essential: Strong ownership, relationship orientation, commercial acumen, ability to manage ambiguity.

- Desirable: Growth mindset, coaching and mentoring skills, entrepreneurial orientation.

Experience & Education

Essential: 9+ years in account management/client success roles in logistics/logistics tech, with proven experience managing enterprise accounts.

Desirable: Prior experience in SaaS-led companies, or supply chain platforms.

MBA or equivalent post-graduate qualification preferred.