Key Account Manager

About the Role

The Key Account Manager will be responsible for managing key enterprise accounts, driving customer success, ensuring service performance, and identifying opportunities for revenue growth. This role sits at the intersection of Customer Success, Revenue, Operations, Finance, and Product. The ideal candidate should be customer focused, commercially sharp, data-driven, and strong in execution. The person should be able to build strong customer relationships, understand account-level performance, resolve issues proactively, and work internally with cross-functional teams to ensure high customer satisfaction and account growth.

Responsibilities

• Own and manage relationships with assigned key accounts.
• Act as the single point of contact for customers for business, service, operational, and escalation-related matters.
• Drive account growth through retention, upsell, cross-sell, and increased wallet share.
• Understand customer requirements and work with internal teams to deliver reliable logistics solutions.
• Track account-level performance including revenue, order volume, service levels, delivery success rate, TAT, escalations, and customer satisfaction.
• Prepare account MIS, performance dashboards, weekly/monthly reviews, and business review presentations.
• Coordinate with Operations, Product, Technology, Finance, and Customer Success teams to resolve customer issues and improve service delivery.
• Identify revenue leakage, pricing gaps, operational inefficiencies, and margin improvement opportunities.
• Support onboarding of new customers and ensure smooth transition from sales closure to operations execution.
• Conduct regular customer reviews to understand feedback, business needs, and future growth opportunities.

Qualifications

• 5–8 years of experience in key account management, customer success, revenue, business development, or client servicing roles.
• Prior experience in logistics, quick commerce, e-commerce, SaaS, marketplace, supply chain, or B2B platform businesses preferred.

Required Skills

• Good understanding of revenue growth, account expansion, retention, and customer success.
• Strong analytical ability with comfort in Excel, MIS, dashboards, and performance tracking.
• Ability to work with data and identify trends, gaps, and improvement opportunities.
• Excellent communication, problem-solving, ownership, and follow-up discipline.
• Comfortable working in a fast-paced, high-growth environment.