Senior Key Account Manager

Role & responsibilities

Team management role, looking only for experience in

warehousing, logistics, supply chain, 3PL, ecommerce fulfillment centers background:

Position Overview:

The Key Account Manager (KAM) is responsible for managing strategic customer relationships, ensuring seamless service delivery, maximizing revenue opportunities, and safeguarding financial performance. This role serves as the primary liaison between the client and internal operations, driving customer satisfaction, retention, and growth within the warehousing and logistics business.

Key Responsibilities (KRAs):

1. Service Delivery & Client Management • Act as the primary bridge between clients and operations to ensure timely, highquality service delivery. • Track and report key customer satisfaction KPIs. • Address client concerns proactively and escalate issues where necessary. • Ensure removal or correction of unfavorable contract terms. 2. Revenue Growth & Profitability • Protect and grow revenue per order, per unit, and per CFT. • Drive revenue enhancement through upselling, crossselling, and increasing location or volume share. • Expand wallet share for each assigned customer. • Renegotiate rates for lossmaking clients. • Add annual escalations (minimum 57%) to contracts that lack escalation clauses. 3. Billing & Collections Management • Ensure accurate billing for regular and additional services, with proper approvals. • Escalate billing delays promptly and push for timely invoicing. • Coordinate with finance to secure payment collection within 5 days of the credit period. • Provide advance alerts to the collections team for any nonpayment risks. • Ensure zero debit notes from clients. • During account exit, ensure 100% realization of all billed amounts. 4. Contract & Relationship Governance • Review and safeguard commercial terms to protect company interests. • Suggest process improvements for endtoend flow: Service Billing Collection. • Design and maintain review reports for continuous tracking of service, revenue, and collections. Competencies & Proficiencies Core Competencies • Client Relationship Management: Ability to build trustbased relationships and maintain longterm client engagement. • Revenue & Commercial Acumen: Strong understanding of pricing, profitability, and revenue optimization. • Negotiation Skills: Skilled in negotiation to secure favorable terms and resolve conflicts. • Analytical Skills: Capable of analyzing customer performance KPIs, billing trends, and operational efficiency. • Process Orientation: Understanding of warehousing/logistics processes and ability to improve workflows. • Communication Skills: Clear, persuasive communication for internal coordination and client discussions. Proficiencies • Data Tracking & Reporting: Ability to generate, analyze, and interpret performance dashboards. • Contract Management: Knowledge of commercial clauses, escalations, and risk mitigation. • Financial Discipline: Understanding of billing cycles, credit terms, and collections followup. • Crossfunctiona

Preferred candidate profile :

Experience in key account management, preferably in warehousing, logistics, or supply chain sectors.

8-12 years of experience in Key Account Management, preferably within warehousing, logistics, supply chain, 3PL, ecommerce fulfillment, or industrial B2B services. • Proven track record of managing enterprise accounts and driving revenue growth. • Demonstrated experience in contract negotiation, pricing revisions, and commercial governance. • Exposure to billing processes, credit cycles, and financial reconciliation. Hands-on experience working with cross-functional teams (Operations, Finance, Collections, Billing, Customer Service).