Position Overview:
We are seeking a proactive and customer-focused Key Account Manager (KAM) to manage and support our most valued clients. In light of the increasing volume of support tickets, KAMs will play a critical role in ensuring timely resolution of issues, maintaining strong client relationships, and driving improvements in customer satisfaction and retention.
Required Skills & Qualifications:
- Bachelor's degree or equivalent experience in Business, Communication, or a related field.
- 2+ years of experience in Account Management, Customer Success, or Support roles, preferably in a SaaS or tech environment.
- Proven track record of managing high-profile or enterprise accounts.
- Strong problem-solving skills and ability to remain calm under pressure.
- Excellent communication, negotiation, and interpersonal skills.
- Familiarity with support tools (e.g., Zendesk, Salesforce, Intercom) and ticketing systems.
- Ability to work collaboratively across teams (Support, Product, Sales, etc.).
Key Responsibilities:
Account Management:
- Act as the primary point of contact for assigned key accounts, understanding their business needs and aligning them with our solutions.
Support Oversight:
- Monitor and manage support ticket queues for key accounts, ensuring timely responses, escalations, and resolutions in coordination with support teams.
Issue Resolution:
- Take ownership of complex or high-impact client issues, working cross-functionally to ensure swift and effective resolution.
Customer Retention:
- Identify risks and develop action plans to address client concerns and increase satisfaction and loyalty.
Client Communication:
- Provide regular updates and communication to clients on ticket progress, product updates, and service improvements.
Reporting & Feedback:
- Track support trends and customer pain points. Share insights with internal teams to influence product, support, and operational improvements.
Relationship Building:
- Foster long-term partnerships through regular check-ins, business reviews, and a deep understanding of client goals.
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