Manager/ Sr. Manager - KAM (SMB)

As a Manager KAM, you will oversee a team responsible for driving customer success, managing high-value accounts, upselling, cross-selling, and ensuring long-term partnerships within the SMB market. You will play a critical role in scaling our business while delivering exceptional service to our SMB clients in a fast-paced, high-growth SAAS environment.
Responsibilities:
Revenue Growth & P&L Ownership

• Own and achieve upsell & cross-sell targets, to maximize account growth.
• Manage account-level P&L, ensuring revenue targets and profitability goals are met.
• Build strategic account plans to improve customer lifetime value (CLV) and renewal rates.
  

Process & CRM Compliance

• Ensure 100% adherence to CRM protocols, maintaining accurate data for decision-making.
• Streamline Key Account Management (KAM) processes for improved efficiency.
• Establish and enforce SOPs for account health monitoring, service delivery, and escalation management.
  

Customer & Escalation Management

• Act as the SPOC for key accounts, ensuring smooth communication and strategic alignment.
• Own customer health metrics, proactively mitigating churn risks and resolving escalations.
• Conduct Quarterly & Semi-Annual Business Reviews aligning on business impact & future roadmap.
  

Cross-Functional Liaisoning

• Collaborate with Product, Sales, Customer Support, and Marketing teams to enhance customer experience.
• Ensure seamless coordination between internal and external stakeholders for smooth project execution.
  

Team Leadership & Strategy

• Lead, mentor, and manage a team driving a high-performance culture.
• Develop training programs & knowledge-sharing initiatives to enhance team capabilities.
• Drive data-driven decision-making, leveraging CRM insights to optimize account strategies.
  

Who were looking for:

• At least 8 years of experience in the Key Account Management or similar profile
• Exceptional communication, stakeholder management, and problem-solving skills.
• Analytical mindset with experience in using data-driven insights for decision-making
• Strong understanding of CRM best practices, data integrity, and process automation