Key Account Manager

Pidge; Gurugram District; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Pidge is seeking a diligent Key Account Manager to manage major enterprise accounts, drive customer success, and identify opportunities for revenue growth. This role intersects Customer Success, Revenue, Operations, Finance, and Product, requiring a customer-focused, data-driven mindset and strong execution capabilities.

You will build relationships, monitor account performance, resolve issues proactively, and collaborate with cross-functional teams to ensure high satisfaction and growth across

Qualifications

• 5–8 years in key account management or related roles.
• Experience in logistics, quick commerce, e-commerce, SaaS, or B2B platforms preferred.
• Strong analytical abilities with data-driven approach.
• Excellent communication and ownership.

Responsibilities

• Own and manage relationships with assigned key accounts.
• Act as the single point of contact for customers for business, service, operational, and escalation-related matters.
• Drive account growth through retention, upsell, cross-sell, and increased wallet share.
• Understand customer requirements and work with internal teams to deliver reliable logistics solutions.
• Track account-level performance including revenue, order volume, service levels, delivery success rate, TAT, escalations, and customer satisfaction.
• Prepare account MIS, performance dashboards, weekly/monthly reviews, and business review presentations.
• Coordinate with Operations, Product, Technology, Finance, and Customer Success teams to resolve customer issues and improve service delivery.
• Identify revenue leakage, pricing gaps, operational inefficiencies, and margin improvement opportunities.
• Support onboarding of new customers and ensure smooth transition from sales closure to operations execution.
• Conduct regular customer reviews to understand feedback, business needs, and future growth opportunities.

Skills

Key account management

Customer success

Revenue growth

Accounts expansion

Retention

Analytical skills

Data-driven

Communication

Problem solving

Ownership

Cross-functional collaboration

Fast-paced environment

Tools

Excel

Dashboards

Job description

About the Role

The Key Account Manager will be responsible for managing key enterprise accounts, driving customer success, ensuring service performance, and identifying opportunities for revenue growth. This role sits at the intersection of Customer Success, Revenue, Operations, Finance, and Product. The ideal candidate should be customer focused, commercially sharp, data-driven, and strong in execution. The person should be able to build strong customer relationships, understand account-level performance, resolve issues proactively, and work internally with cross-functional teams to ensure high customer satisfaction and account growth.

Responsibilities

• Own and manage relationships with assigned key accounts.
• Act as the single point of contact for customers for business, service, operational, and escalation-related matters.
• Drive account growth through retention, upsell, cross-sell, and increased wallet share.
• Understand customer requirements and work with internal teams to deliver reliable logistics solutions.
• Track account-level performance including revenue, order volume, service levels, delivery success rate, TAT, escalations, and customer satisfaction.
• Prepare account MIS, performance dashboards, weekly/monthly reviews, and business review presentations.
• Coordinate with Operations, Product, Technology, Finance, and Customer Success teams to resolve customer issues and improve service delivery.
• Identify revenue leakage, pricing gaps, operational inefficiencies, and margin improvement opportunities.
• Support onboarding of new customers and ensure smooth transition from sales closure to operations execution.
• Conduct regular customer reviews to understand feedback, business needs, and future growth opportunities.

Qualifications

• 5–8 years of experience in key account management, customer success, revenue, business development, or client servicing roles.
• Prior experience in logistics, quick commerce, e-commerce, SaaS, marketplace, supply chain, or B2B platform businesses preferred.

Required Skills

• Good understanding of revenue growth, account expansion, retention, and customer success.
• Strong analytical ability with comfort in Excel, MIS, dashboards, and performance tracking.
• Ability to work with data and identify trends, gaps, and improvement opportunities.
• Excellent communication, problem-solving, ownership, and follow-up discipline.
• Comfortable working in a fast-paced, high-growth environment.