Key Account Manager-Shopify

Codilar Digital Pte Ltd; Kozhikode district; On-site; INR 1,000,000 - 1,400,000; Full time

Job summary

Codilar Digital Pte Ltd is seeking an experienced Account Manager to manage and grow a portfolio of strategic clients in our Digital Commerce and IT Services space. You will build long-term relationships, drive retention, and identify opportunities for upselling and cross-selling.

This role requires strong relationship management, commercial acumen, and the ability to collaborate with Delivery, Presales, and Leadership teams to drive account growth while ensuring high customer satisfaction.

Qualifications

• 4+ years of account management experience.
• Proven track record in upselling and renewals.
• Strong executive communication and analytical skills.

Responsibilities

• Act as the primary relationship owner for a portfolio of strategic and enterprise clients.
• Develop renewal strategies and maximize long-term partnerships.
• Own commercial conversations including renewals, pricing discussions, and account expansions.
• Engage with C-level executives and key decision-makers on strategic roadmaps and investments.
• Collaborate with Delivery, Presales, Solution Architects, and Customer Success teams to ensure seamless execution of growth initiatives.
• Create annual account plans and maintain accurate forecasts and CRM activity.

Skills

Relationship management

Commercial acumen

Executive stakeholder management

Negotiation

CRM usage

Tools

Adobe Commerce (Magento)

Shopify

Shopify Plus

Pimcore

Fluent Commerce

Job description

We are looking for an experienced, commercially driven, and relationship-oriented Account Manager to manage and grow a portfolio of strategic clients. This role is primarily focused on building long-term client relationships, driving customer retention, and identifying opportunities for upselling and cross-selling across our Digital Commerce and Technology services portfolio.

As a trusted advisor, you will work closely with client stakeholders to understand their evolving business goals, uncover new opportunities, and ensure customers maximize the value of our solutions. You will collaborate with Delivery, Presales, and Leadership teams to drive account growth while maintaining high levels of customer satisfaction.

The ideal candidate has a proven track record of growing existing accounts within IT Services, Digital Commerce, or Technology Consulting organizations through strong relationship management and commercial acumen.

KEY RESPONSIBILITIES

1. Client Relationship Management

• Serve as the primary relationship owner for a portfolio of strategic and enterprise clients.
• Build trusted partnerships with business and technology stakeholders across multiple levels, including senior leadership.
• Develop a deep understanding of each client's business objectives, challenges, and growth plans.
• Conduct regular business reviews to align services with evolving client needs.
• Act as the customer's trusted advisor, ensuring a high level of engagement and satisfaction
• Proactively identify opportunities to expand existing accounts through upselling, cross-selling, and new service offerings.
• Collaborate with Presales and Solutioning teams to position relevant Digital Commerce, Technology, and Consulting solutions.
• Develop strategic account growth plans with measurable revenue targets.
• Drive expansion opportunities across ecommerce platforms, digital transformation initiatives, managed services, and emerging technologies.
• Own account growth targets and contribute significantly to recurring revenue.

3. Customer Retention & Success

• Develop and execute client retention strategies to maximize renewals and long-term partnerships.
• Monitor customer health and proactively address risks before they impact the relationship.
• Ensure customers continue to realize business value from delivered solutions.
• Improve customer satisfaction, retention rates, and lifetime value.
• Lead renewal discussions and contract extension opportunities.

4. Commercial Ownership

• Own commercial conversations including renewals, pricing discussions, change requests, and account expansion.
• Identify new business opportunities within existing customer organizations.
• Work with internal teams to prepare proposals, Statements of Work (SOWs), and commercial documentation.
• Balance customer expectations with business profitability and long-term value.

5. Executive Stakeholder Engagement

• Build relationships with C-level executives, department heads, and business decision-makers.
• Facilitate strategic discussions around digital transformation, ecommerce roadmaps, and future technology investments.
• Represent the organization during executive meetings, Quarterly Business Reviews (QBRs), and account planning sessions.

6. Cross-functional Collaboration

• Partner closely with Delivery, Presales, Solution Architects, and Customer Success teams to ensure seamless customer experience.
• Coordinate internal resources to deliver against client expectations.
• Ensure successful execution of growth initiatives across accounts.
• Advocate customer needs internally while aligning with organizational objectives.

7. Account Planning & Reporting

• Develop annual account plans focused on relationship expansion and revenue growth.
• Maintain accurate account forecasts, opportunity pipelines, and customer engagement activities within CRM.
• Track key account metrics including renewals, upsell opportunities, customer health, and revenue growth.
• Provide regular business updates and growth forecasts to leadership.

REQUIREMENTS

• 4+ years of experience in Account Management, Client Success, Customer Success, or Strategic Account Management within Digital Commerce, Ecommerce, Technology Consulting, or IT Services.
• Demonstrated success in growing existing client accounts through upselling, cross-selling, renewals, and strategic account expansion.
• Strong experience managing enterprise customers and building executive-level relationships.
• Excellent commercial acumen with the ability to identify business opportunities and convert them into revenue.
• Experience managing contract renewals, commercial negotiations, and account growth strategies.
• Strong understanding of Digital Commerce ecosystems and enterprise technology solutions.
• Exposure to platforms such as Adobe Commerce (Magento), Shopify, Shopify Plus, Pimcore, Fluent Commerce, or similar ecommerce technologies is preferred.
• Exceptional communication, negotiation, presentation, and stakeholder management skills.
• Strong analytical and problem-solving abilities with a customer-first mindset.
• Experience working with CRM platforms and account reporting.