Key Accounts Executive

Role Summary:

We are looking for a proactive and customer-focused Key Account Manager to manage a portfolio of enterprise customers and ensure an exceptional customer experience throughout their journey. The role involves building strong customer relationships, driving product adoption, resolving business and operational challenges, and identifying opportunities for account growth.

The ideal candidate should possess strong communication skills, a problem-solving mindset, and the ability to collaborate with cross-functional teams to deliver value to customers while contributing to business growth.

Key Responsibilities:

Customer Relationship Management

• Manage a portfolio of assigned customer accounts and serve as the primary point of contact for day-to-day business interactions.
• Build and maintain strong working relationships with customer stakeholders across business, operations, and technology teams.
• Conduct regular customer meetings to understand business requirements, gather feedback, and ensure customer satisfaction.
• Ensure timely communication and maintain a high standard of professional engagement.

Customer Success & Service Delivery:

• Understand customer workflows and product usage to help customers maximize value from the solution.
• Coordinate with Product, Support, Implementation, and Engineering teams to ensure timely resolution of customer queries and issues.
• Track customer requests and escalations until successful closure while keeping stakeholders informed.
• Monitor customer health, product adoption, and system utilization to proactively identify improvement opportunities.

Account Growth

• Identify upselling and cross-selling opportunities within existing accounts and work with the Sales team to convert them into business opportunities.
• Support renewal discussions by coordinating with internal teams and ensuring customer readiness.
• Understand customer business priorities and recommend relevant product capabilities and new solutions.

Stakeholder & Project Coordination

• Coordinate with internal and external stakeholders to ensure smooth execution of customer initiatives.
• Support product demonstrations, solution walkthroughs, training sessions, and customer workshops.
• Facilitate effective communication between customers and internal teams to ensure successful project outcomes.

Operational Excellence

• Maintain accurate and up-to-date CRM records, including meeting notes, stakeholder information, opportunities, risks, and action items.
• Prepare account status updates, meeting summaries, and follow-up trackers.
• Ensure timely follow-up on customer commitments and internal action items.

Customer Feedback & Product Improvement

• Capture customer feedback and enhancement requests and share them with the Product team.
• Stay updated on product enhancements and effectively communicate new features and best practices to customers.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Timely Resolution of Customer Issues
• Product Adoption & Utilization
• Customer Retention
• Upsell Opportunity Identification
• CRM Hygiene
• Stakeholder Engagement
• SLA Compliance

Desired Skills & Qualifications:

• 4 years of experience in Key Account Management, Customer Success, Client Servicing, Relationship Management, or Enterprise Support.
• Excellent communication and presentation skills.
• Strong stakeholder management and interpersonal skills.
• Ability to manage multiple customer accounts simultaneously.
• Good analytical and problem-solving abilities.
• Customer-first mindset with a proactive approach to issue resolution.
• Experience working with CRM tools is preferred.
• Knowledge of SaaS, Enterprise Software, FinTech, RegTech, or BFSI domain will be an added advantage.