Key areas to focus :

- Retention

- Renewal

- Customer satisfaction

- Upsell/Cross-sell

- Fluent in Speaking English

- Excellent in Communication

- Skilled Negotiator

- Should be well versed in Value-Based Selling

Retention/Renewal :

- Will be responsible for obtaining and maintaining long term key customers by comprehending their requirements

- Doing Offline Meetings with clients.

- Resolving key client issues and complaints

- Developing a complete understanding of key account needs

- Develop trust relationships with a portfolio of major clients to ensure they do not turn to competition

- Updating Renewal team time to time basis whenever the renewal is due

- Acquire a thorough understanding of key customer needs and requirements

- Ensure the correct products and services are delivered to customers in a timely manner

- Serve as the link of communication between key customers and internal teams. (Renewal, Upsell team, Support Team)

- Maintain CSAT ratio

Upsell/Crossell :

- Ensure the correct products and services are delivered to customers in a timely manner

- Resolve any issues and problems faced by customers and deal with complaints to maintain trust

- Play an integral part in generating new sales that will turn into long-lasting relationships

- Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics

- Expand the relationships with existing customers by continuously proposing solutions that meet their objectives

- Strategic planning to improve client results

- Giving client demos.

- Analyzing client data to provide customer relationship management

- Expanding relationships and bringing in new clients

- Collaborating with the sales team to maximize profit by up-selling or cross-selling

Customer Satisfaction :

- Resolving key client issues and complaints with help of internal teams.

- Developing a complete understanding of key account needs

- Supporting customers with technical queries and coordinating with the Support team to solve the queries if any.

- Training to be arranged for existing users to increase the adoption score for G suite.

- Analyze the adoption report of the customers and help them increase the adoption for G suite.

- Security assessment for customers on a quarterly basis.

- Regular feedback and suggestions from the customers to be maintained.

Other requirements :

- Minimum 3+ years of experience as a Technical/Key account manager

- Bachelor's degree in relevant field/MBA

- Proficient in MS Office

- Knowledge of digital technologies

- Strong communication and interpersonal skills

- Familiar with sales software