Key Accounts Lead

Role & responsibilities

Customer Engagement:

• Build and strengthen relationships with key stakeholders, understand business objectives, and deliver customer-centric solutions.
• Act as the voice of the customer by providing feedback to Product, Sales, and Marketing teams.
• Drive customer satisfaction, retention, and account growth by identifying improvement opportunities and ensuring successful outcomes.

Project Management:

• Coordinate with cross-functional teams to ensure timely implementation and seamless service delivery.
• Monitor customer KPIs, transaction trends, and account health to proactively address risks and improve performance.
• Align customer requirements with organizational goals while managing multiple priorities.

Functional Understanding:

• Serve as a trusted advisor by providing functional and technical guidance on products and solutions.
• Drive successful customer onboarding, product adoption, and utilization through training and best practices.
• Recommend optimal solutions to enhance operational efficiency and business outcomes.

Sales Enablement & Account Growth:

• Identify cross-sell, upsell, and new business opportunities within existing accounts.
• Partner with Sales on renewals, account expansion, and strategic customer engagements.
• Maximize product adoption and utilization to increase customer value, revenue growth, and long-term partnerships.

Preferred candidate profile

• 15+ years of experience in Customer Success, Client Success, Key Account, or Strategic Account Management.
• Proven experience leading and managing customer-facing teams.
• Strong experience handling enterprise/key accounts and senior stakeholders.
• Track record of driving customer retention, satisfaction, renewals, upsell/cross-sell, and account growth.
• Experience in customer onboarding, product adoption, KPI/account health management, and issue resolution.
• Strong project management and cross-functional collaboration skills.
• Good functional/technical understanding of products and ability to provide consultative solutions.
• Excellent communication, stakeholder management, and commercial acumen.