Key Account Manager at Strivo Labs

Role Overview

• The Key Account Manager is responsible for managing and growing relationships with assigned strategic clients while driving revenue generation, business expansion opportunities, excellent customer experience, account retention, and seamless service delivery.
• The role serves as the primary point of contact for key customers and is responsible for understanding client needs, driving account profitability, supporting strategic business growth, resolving operational concerns, and identifying opportunities for upselling, cross-selling, and expansion of organizational products and services.

Key Responsibilities

Account Management & Client Relationship Management:

• Manage and maintain relationships with assigned key accounts.
• Serve as the primary liaison between clients and the organization.
• Understand client business needs and provide appropriate solutions.
• Ensure timely resolution of customer issues, complaints, and escalations.
• Conduct regular account reviews and client engagement meetings.
• Maintain high customer satisfaction and retention levels.

Revenue Growth & Business Development:

• Drive revenue growth within assigned accounts.
• Identify upselling, cross-selling, and business expansion opportunities.
• Develop proposals, quotations, and presentations for clients.
• Negotiate pricing, contracts, and commercial terms within approved limits.
• Monitor account profitability and performance.

Sales Operations & Reporting:

• Maintain accurate account records, sales activities, and pipeline updates.
• Prepare periodic account performance reports and forecasts.
• Track customer usage trends, engagement, and commercial activities.
• Ensure compliance with internal sales processes and documentation requirements.
• Follow up on invoices, payments, and account reconciliations where required.

Customer Experience & Service Coordination:

• Coordinate with Operations, Customer Experience, Finance, and Technical teams to ensure seamless service delivery.
• Ensure client requests and concerns are properly communicated internally.
• Monitor service quality and ensure agreed service standards are maintained.
• Support onboarding and implementation processes for new clients.

Market Intelligence & Strategic Input:

• Monitor competitor activities and market trends.
• Provide feedback on customer behavior, product performance, and market opportunities.
• Recommend improvements to products, services, and customer engagement strategies.

Key Performance Indicators (KPIs)

• Account retention and customer satisfaction rates.
• Revenue growth from assigned accounts.
• Upselling and cross-selling performance.
• Client engagement and response timelines.
• Resolution turnaround time for customer issues.
• Account profitability and payment recovery.
• Compliance with reporting and process requirements.

Qualifications & Experience

• BSc./HND in Business Administration, Marketing, Management, or related field.
• Minimum of 5 years relevant experience in sales, account management, and business development.
• Experience managing corporate or enterprise accounts.
• Experience in technology, fintech, mobility, energy, fuel solutions, or related industries is preferred.

Required Skills & Competencies:

• Strong relationship management and customer service skills.
• Excellent communication and negotiation abilities.
• Strong organizational and multitasking skills.
• Problem-solving and conflict-resolution capabilities.
• Commercial awareness and analytical thinking.
• Ability to manage multiple accounts simultaneously.
• Proficiency in CRM systems and Microsoft Office Suite.
• Attention to detail and process compliance.

Behavioral Expectations:

• Demonstrates professionalism and accountability.
• Maintains confidentiality of client and company information.
• Exhibits responsiveness and customer-centric behavior.
• Works collaboratively across departments.
• Demonstrates initiative, ownership, and reliability.