Key Account Manager

Stable company with a strong employer brand Mission-driven, customer-centric organisation Training and mentorship to learn from best-in-class talent Competitive salary and Performance bonus Remote-friendly work culture The Key Account Manager (KAM) at TVS Digital is responsible for building customer relationships and becoming a trusted advisor and point person for all aspects related to product roadmap, implementation, pricing, end-user support, product adoption, and value realization. Responsibilities Customer Onboarding and Training: Guide new customers through onboarding, ensuring a smooth and successful implementation. Provide training and resources to help customers maximize the value of our products/services. Relationship Management: Build and maintain strong, long-lasting customer relationships. Serve as the main point of contact for customer inquiries and issues. Conduct regular check-ins and business reviews with customers to ensure they achieve their goals. Customer Advocacy: Advocate for customers’ needs within the company, providing feedback to product, marketing, and sales teams. Develop customer success stories and case studies. Account Planning and Strategy: Develop strategic account plans tailored to each key client's needs and objectives. Identify opportunities for growth within assigned accounts and develop plans to capitalize on them. Proactive Support: Monitor customer health metrics and proactively address potential issues. Develop and implement strategies for improving customer satisfaction and retention. Receivable Management: Monitor outstanding balances and manage receivable processes to ensure timely collections. Coordinate with clients to address invoices and create action plans to resolve delays. Evaluate credit risk and enforce credit terms in line with company policies. Payment Tracking and Reporting: Track account performance, follow up on outstanding payments, and maintain accurate reports. Provide regular reports on receivable status and overdue accounts. Work with Operations and Product Managers to forecast cash flow. Analyze payment trends to identify potential risks or opportunities for process improvements. Problem Solving: Assist customers in troubleshooting and working with technical support teams to resolve complex problems. Provide insights and best practices to help customers overcome challenges. Renewals and Upsells: Identify opportunities for upselling and cross-selling additional products/services. Manage contract renewals, ensuring continued customer success and retention. Reporting and Analysis: Track and report on key customer success metrics. Analyze customer data to identify trends and areas for improvement. Track and report on key account metrics, including sales performance, client satisfaction, and growth opportunities. Cross-Functional Collaboration: Collaborate with internal teams to meet clients' needs. Provide feedback to internal teams to help improve products/services and customer experience. Client Retention and Satisfaction: Monitor client satisfaction and proactively address any issues to ensure high client retention. Conduct regular check-ins and business reviews with key clients to ensure their ongoing satisfaction. Market and Industry Knowledge: Stay informed about industry trends, market conditions, and competitor activities. Share relevant insights with clients and internal teams to maintain a competitive edge. Escalation Management Handling: Define a clear escalation path. Resolve issues promptly with support from the team. Maintain detailed records of issues, steps taken, and communication with customers. Requirements At least 5-10 years of relevant experience in a similar customer-centric role. A bachelor’s degree in engineering/business/economics. MBA & Project Management Degrees will be an added advantage. Experience working with and managing global accounts for SaaS products within SMB and Enterprise markets. Previous FinTech/AutoTech experience is valued. A basic understanding of emerging technologies such as AI, IoT, etc. A passion for teamwork and collaboration. A natural inclination to take charge of all client contact and account management across multiple channels. Exceptional verbal and written communication skills (English language proficiency mandatory, bi-lingual favorable). Sharp negotiation skills to engage with diverse set of customers and stakeholders. An evangelist personality to build the Customer Success Brand across TVS Digital and our stakeholders. #J-18808-Ljbffr