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Responsibilities
Roles & Responsibilities — Key Account Manager
- Own and manage a portfolio of key institutional accounts (schools, colleges, universities, enterprises).
- Act as the primary point of contact for all account-related communication, escalations, and renewals.
- Build long-term relationships with decision-makers and influencers (principals, HODs, admins, L&D heads).
- Drive account growth through renewals, upselling, cross-selling, and expansion of licenses/programs.
- Ensure successful onboarding, adoption, and usage of products/services across client institutions.
- Monitor account health using metrics such as usage, engagement, renewal likelihood, and revenue contribution.
- Coordinate with sales, product, operations, and support teams to resolve issues and deliver value.
- Prepare and deliver account reviews, performance reports, and strategic recommendations to clients.
- Identify risks early (churn, low adoption, dissatisfaction) and take corrective action proactively.
- Negotiate commercial terms, contracts, and renewal agreements within approved guidelines.
- Maintain accurate records of all activities, pipelines, and forecasts in the CRM.
- Represent the company professionally and ensure high client satisfaction and retention.
- Provide structured feedback from key accounts to internal teams to improve offerings.
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