Trip Factory - Key Accounts Manager

Description:

We are seeking an experienced Key Accounts Manager to manage and grow strategic client relationships.

The role focuses on driving account expansion, ensuring customer satisfaction, and acting as the primary point of contact for high-value clients.

The ideal candidate will combine strong relationship management skills with commercial acumen to maximize long-term business value.

Key Roles & Responsibilities:

Account Management & Client Relationship:

- Serve as the primary relationship owner for key/strategic accounts.

- Build long-term partnerships by understanding client business goals and challenges.

- Act as a trusted advisor to senior client stakeholders.

Revenue Growth & Account Expansion:

- Identify upsell, cross-sell, and renewal opportunities within existing accounts.

- Drive account growth through solution-based selling.

- Meet and exceed revenue and retention targets.

Stakeholder Coordination:

- Coordinate with sales, delivery, product, and support teams to ensure seamless execution.

- Lead account reviews, QBRs, and strategic planning sessions with clients.

- Escalate and resolve issues to maintain high customer satisfaction.

Contract & Commercial Management:

- Manage contracts, pricing discussions, renewals, and negotiations.

- Ensure adherence to SLAs, commercials, and agreed deliverables.

- Monitor account health, forecasts, and billing milestones.

Reporting & Analysis:

- Track KPIs such as account performance, churn risk, and customer satisfaction.

- Prepare account plans, revenue forecasts, and management reports.

- Provide market and customer feedback to internal teams.

Professional & Technical Skills:

Must-Have Skills:

- Proven experience as a Key Accounts Manager or Account Manager

- Strong relationship-building and negotiation skills

- Excellent communication and stakeholder management abilities

- Strong understanding of B2B sales and account lifecycle

Business & Analytical Skills:

- Ability to analyze account performance and identify growth opportunities

- Commercial and financial acumen

- Experience with CRM tools (Salesforce, HubSpot, Zoho, etc.)

Soft Skills:

- Customer-first mindset

- Strong problem-solving and conflict-resolution abilities

- Ability to work independently and in cross-functional environments

Good-to-Have Skills:

- Experience in SaaS, Technology, Consulting, or Enterprise Services

- Exposure to global or enterprise clients

- Experience managing multi-million-dollar accounts