WTicabs
Website:
wticabs.com
Job details:
Job Summary
The primary objective of the Key Account Management (KAM) team is to build deep, strategic relationships with the organization’s most critical customers, ensuring long-term revenue stability, sustained growth, and account expansion - both within existing contracts and through referrals and references.
The KAM function acts as a growth custodian and relationship owner, balancing customer satisfaction, service excellence, and commercial performance, while proactively protecting accounts from churn and value erosion.
Experience Required: 3–7 years
Key Responsibilities
1. Strategic & Relationship Management
- Serve as Single Point of Contact (SPOC) with end-to-end ownership of assigned key accounts
- Establish structured engagement cadence with senior client stakeholders
- Act as the “Voice of the Customer” internally, ensuring alignment across teams
Measured by:
- Client relationship score / CSAT ≥ defined benchmark
- Senior stakeholder connects conducted (monthly/quarterly)
- Reduction in ad-hoc escalations
2. Service Governance & Delivery Assurance
- Maintain clear understanding of Scope of Work (SoW), SLAs, and compliance requirements
- Anticipate client expectations and risks; shift from reactive to proactive engagement
- Ensure consistent delivery through strong internal coordination
Measured by:
- SLA adherence % (target ≥ 98%)
- Number of service escalations (MoM reduction target)
- Penalties incurred (value and frequency)
3. Revenue Growth & Account Expansion
- Own revenue performance vs target for each assigned account
- Identify, qualify, and convert upsell, cross-sell, and volume expansion opportunities
- Drive renewals, contract extensions, and reference-led growth
Measured by:
- Revenue growth % from existing accounts (YoY / QoQ)
- Qualified pipeline value vs target
- Conversion rate of identified opportunities
- Contract renewal rate (target ≥ 95%)
4. Account Protection & Risk Management
- Protect accounts from churn through early warning indicators
- Minimize firefighting through better forecasting, planning, and expectation setting
- Resolve issues with speed and ownership
Measured by:
- Churn rate (target: zero for key accounts)
- Average issue resolution TAT
- Number of unresolved escalations (>7 days)
5. Forecasting, Planning & Reporting
- Provide accurate revenue and volume forecasts
- Track seasonality, client expansion plans, and risk scenarios
- Maintain updated account plans and CRM hygiene
Measured by:
- Forecast accuracy (±5–7%)
- Timeliness and quality of monthly account reports
- CRM data completeness and accuracy
Quantitative Performance Metrics (Core KPIs)
Metric Category - Key Measures
Revenue - Revenue vs target (account-wise), YoY growth
Retention - Renewal %, churn rate
Service - SLA adherence %, penalties value
Escalations - Number, severity, and closure TAT
Growth - Qualified pipeline value, deal conversion
Forecasting - Revenue & volume forecast accuracy
Client Satisfaction - CSAT / Relationship score
Efficiency - Reduction in firefighting incidents
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