Key Accounts Specialist

About the Role

We are looking for an experienced Key Account Manager to manage and grow relationships with strategic customers. The role involves owning key accounts, understanding customer business needs, ensuring customer satisfaction, driving adoption, identifying upsell and cross-sell opportunities, and achieving account growth targets.

Key Responsibilities

• Own and manage relationships with key and strategic accounts.
• Act as the primary point of contact for assigned customers.
• Build strong relationships with key stakeholders and decision-makers.
• Understand customer business requirements, challenges, and long-term objectives.
• Conduct regular account reviews and business discussions with customers.
• Drive product adoption, engagement, and customer retention.
• Identify and develop upselling and cross-selling opportunities.
• Manage renewals and ensure timely commercial discussions.
• Coordinate with presales, implementation, support, product, and technical teams to resolve customer requirements.
• Proactively identify customer concerns and drive them to closure.
• Develop account plans covering revenue, growth opportunities, risks, and customer engagement.
• Prepare proposals, quotations, and commercial negotiations.
• Maintain accurate account information, opportunities, activities, and forecasts in CRM.
• Monitor account performance, revenue, renewals, and customer satisfaction.
• Build executive-level relationships and identify opportunities for strategic partnerships.
• Ensure smooth handover and coordination across internal teams.
• Achieve assigned revenue, retention, renewal, and account-growth targets.

Required Skills & Experience

• 4 to 8 years of experience in Key Account Management, B2B SaaS, IT Services, ERP, or Enterprise Sales.
• Proven experience managing strategic customers and large accounts.
• Strong relationship management and stakeholder management skills.
• Experience in renewals, upselling, cross-selling, and revenue expansion.
• Strong commercial negotiation and presentation skills.
• Excellent communication and interpersonal skills.
• Ability to understand business requirements and position relevant solutions.
• Strong CRM and pipeline management discipline.
• Ability to work collaboratively with cross-functional teams.

Key Performance Indicators

• Customer retention and renewal rate
• Account revenue growth
• Upsell and cross-sell revenue
• Customer satisfaction
• Renewal achievement
• Account penetration and engagement
• Strategic account growth