Key Account Manager

DTDC Express Limited; Gurugram District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

DTDC Express Limited in Gurugram, Haryana, is hiring a Key Account Manager (KAM) for the Ecommerce vertical. The role focuses on managing high-profile enterprise accounts, expanding share of wallet, and coordinating with Sales and Operations to ensure seamless service delivery.

You will develop client success roadmaps, conduct regular business reviews, resolve issues swiftly, and seek growth opportunities through upselling and cross-selling, while upholding exceptional service quality.

Qualifications

• Experience with enterprise accounts, preferably in ecommerce/logistics.
• Excellent written and verbal communication skills with swift responsiveness.
• Ability to coordinate across Sales, Operations, and other internal teams to deliver service excellence.

Responsibilities

• Manage and nurture enterprise accounts in the Ecommerce vertical, growing share of wallet and ensuring client satisfaction.
• Collaborate with internal teams to address client needs quickly and effectively.
• Develop a comprehensive client success roadmap covering engagement model, SOP management, and service precision.
• Regularly conduct weekly/monthly business reviews with clients to enhance service delivery.
• Escalate and resolve client-raised concerns promptly and effectively.
• Monitor performance against SLAs and address issues for timely resolution.
• Maintain exceptional service quality at every client touchpoint.
• Collaborate with Sales and Operations to align strategies and ensure seamless service delivery.
• Assess KPIs and provide strategic insights to optimize logistics processes.
• Identify opportunities for upselling and cross-selling to maximize client value.
• Prepare and deliver reports on key account performance to internal stakeholders.

Skills

Relationship management

Client communication

Cross-functional collaboration

Job description

DTDC Express Limited

Location: Gurugram, Haryana, India

Work Mode: On-site

Industry: Transportation, Logistics, Supply Chain and Storage

Job Description

We are #hiring for Manager Key Accounts at DTDC Express Limited

Title: Key Account Manager (KAM)

As a Key Account Manager (KAM) in the Ecommerce Vertical, your primary focus involves managing and nurturing client relationships, increasing the Share of Wallet, and facilitating seamless collaboration across internal teams. Additionally, you'll cultivate positive client experiences, ensuring strong business retention while actively seeking growth opportunities. This role requires outstanding communication skills, swift responsiveness, and a steadfast commitment to delivering excellent service support. Handling high-profile enterprise accounts, your role significantly influences maintaining and strengthening our firm's relationships with these clients.

Key Responsibilities:

• Manage and nurture client relationships within the Ecommerce Vertical, focusing on increasing Share of Wallet and ensuring client satisfaction.
• Collaborate seamlessly with internal teams to address client needs promptly and efficiently.
• Develop a comprehensive client success roadmap outlining the entire client experience across various touchpoints, including the client engagement model, service precision, and SOP management.
• Regularly conduct weekly/monthly business reviews with clients, emphasizing and enhancing the service delivery experience.
• Escalate and resolve client-raised concerns promptly and effectively.
• Monitor performance against service level agreements, identifying and addressing potential issues for timely resolution.
• Maintain exceptional service quality, consistently exceeding client expectations at every touchpoint.
• Manage enterprise-level accounts with reputed brand names, understanding their business potential and ensuring the firm's strong association with these clients.
• Act as a liaison between the logistics firm and clients, ensuring effective communication and a deep understanding of their logistics needs.
• Collaborate closely with the Sales and Operations teams to align strategies and ensure seamless service delivery.
• Regularly assess established Key Performance Indicators (KPIs) and provide strategic insights and recommendations to optimize logistics processes and enhance client satisfaction.
• Proactively identify opportunities for growth and improvement within client accounts, striving to maximize their value and partnership with the firm by upselling and cross-selling.
• Prepare and deliver comprehensive reports on key account performance to internal stakeholders, offering valuable insights and actionable recommendations for further improvement.