MoveInSync - Key Account Manager - Customer Success

Key Account Manager - Customer Success

Job Summary:

Key Responsibilities:

Relationship Management:

- Develop and maintain strong, multi-level relationships with key stakeholders (e.g., HR Heads, Admin & Facilities Managers, Transport Leads, Finance) within assigned enterprise accounts.

- Act as the trusted advisor and primary point of contact for all matters related to their employee commute program managed by MoveInSync.

Client Success & Satisfaction:

- Proactively understand client needs, business objectives, and challenges related to employee transportation.

- Ensure clients are effectively utilizing MoveInSync's platform and services to achieve their goals (cost savings, efficiency gains, safety compliance, employee satisfaction).

- Monitor account health, service delivery metrics, and client satisfaction levels. Address any issues or escalations promptly and effectively.

Strategic Account Growth:

- Identify opportunities for upselling and cross-selling additional MoveInSync services, features, or modules based on client needs and strategic goals.

- Develop and execute account plans to achieve growth targets and deepen the partnership.

- Lead the contract renewal process, ensuring high retention rates within your portfolio.

Performance Monitoring & Reporting:

- Conduct regular business reviews (QBRs/MBRs) with clients to demonstrate value, discuss performance metrics, review challenges, and align on future strategy.

- Analyze data and provide insights to clients on their commute operations, highlighting areas for optimization.

- Maintain accurate records of client interactions, account status, and opportunities in the CRM system.

Internal Collaboration:

- Liaise effectively with internal teams (Operations, Product Management, Technology, Finance, Support) to ensure client requirements are met and issues are resolved.

- Provide valuable client feedback to internal teams to contribute to product and service improvements.

Market Awareness:

- Stay informed about industry trends, competitor activities, and best practices in corporate mobility and employee transportation.

Required Qualifications & Skills:

- Experience: 5+ years of experience in Key Account Management, Client Relationship Management, or B2B Customer Success, preferably within the SaaS, Technology, Logistics, Transportation, or B2B Services industry.

- Client Focus: Proven track record of managing large enterprise accounts and building strong, long-lasting client relationships.

- Communication: Excellent verbal and written communication skills, with the ability to present complex information clearly and persuasively to senior stakeholders.

- Problem-Solving: Strong analytical and problem-solving skills with a solutions-oriented mindset.

- Negotiation: Ability to negotiate effectively, particularly during contract renewals and expansions.

- Business Acumen: Understanding of enterprise business processes, particularly relating to HR, Administration, and Finance functions involved in employee benefits and logistics.

- Tech Savvy: Comfortable working with technology platforms and interpreting data; proficiency in CRM software (e.g., Salesforce) and MS Office Suite (especially Excel and PowerPoint).

- Education: Bachelor's/Master's degree in Business Administration, Management, Marketing, or a related field.

Desired Qualifications:

- MBA or equivalent postgraduate degree.

- Direct experience in the employee transportation, corporate mobility, or fleet management industry.

- Proven experience exceeding retention and upsell targets.

- Experience working in a fast-paced, high-growth technology company.