Key Accounts Lead

Mobileware Technologies; Mumbai; Hybrid; INR 900,000 - 1,500,000; Full time

Job summary

Mobileware Technologies is seeking a senior Customer Success leader to build and manage strategic relationships with key stakeholders. You will drive onboarding, adoption, and value realization across enterprise accounts, aligning customer outcomes with company goals.

This role requires deep experience in customer success management, cross-functional collaboration, and a proven track record in renewals, upsell, and account growth.

Qualifications

• 15+ years of experience in Customer Success, Client Success, Key Account, or Strategic Account Management.
• Proven experience leading and managing customer-facing teams.
• Strong experience handling enterprise/key accounts and senior stakeholders.
• Track record of driving customer retention, satisfaction, renewals, upsell/cross-sell, and account growth.
• Experience in customer onboarding, product adoption, KPI/account health management, and issue resolution.
• Strong project management and cross-functional collaboration skills.
• Good functional/technical understanding of products and ability to provide consultative solutions.
• Excellent communication, stakeholder management, and commercial acumen.

Responsibilities

• Build and strengthen relationships with key stakeholders, understand business objectives, and deliver customer-centric solutions.
• Act as the voice of the customer by providing feedback to Product, Sales, and Marketing teams.
• Drive customer satisfaction, retention, and account growth by identifying improvement opportunities and ensuring successful outcomes.
• Coordinate with cross-functional teams to ensure timely implementation and seamless service delivery.
• Monitor customer KPIs, transaction trends, and account health to proactively address risks and improve performance.
• Align customer requirements with organizational goals while managing multiple priorities.
• Serve as a trusted advisor by providing functional and technical guidance on products and solutions.
• Drive successful customer onboarding, product adoption, and utilization through training and best practices.
• Recommend optimal solutions to enhance operational efficiency and business outcomes.
• Identify cross-sell, upsell, and new business opportunities within existing accounts.
• Partner with Sales on renewals, account expansion, and strategic customer engagements.
• Maximize product adoption and utilization to increase customer value, revenue growth, and long-term partnerships.

Job description

Role & responsibilities

Customer Engagement:

• Build and strengthen relationships with key stakeholders, understand business objectives, and deliver customer-centric solutions.
• Act as the voice of the customer by providing feedback to Product, Sales, and Marketing teams.
• Drive customer satisfaction, retention, and account growth by identifying improvement opportunities and ensuring successful outcomes.

Project Management:

• Coordinate with cross-functional teams to ensure timely implementation and seamless service delivery.
• Monitor customer KPIs, transaction trends, and account health to proactively address risks and improve performance.
• Align customer requirements with organizational goals while managing multiple priorities.

Functional Understanding:

• Serve as a trusted advisor by providing functional and technical guidance on products and solutions.
• Drive successful customer onboarding, product adoption, and utilization through training and best practices.
• Recommend optimal solutions to enhance operational efficiency and business outcomes.

Sales Enablement & Account Growth:

• Identify cross-sell, upsell, and new business opportunities within existing accounts.
• Partner with Sales on renewals, account expansion, and strategic customer engagements.
• Maximize product adoption and utilization to increase customer value, revenue growth, and long-term partnerships.

Preferred candidate profile

• 15+ years of experience in Customer Success, Client Success, Key Account, or Strategic Account Management.
• Proven experience leading and managing customer-facing teams.
• Strong experience handling enterprise/key accounts and senior stakeholders.
• Track record of driving customer retention, satisfaction, renewals, upsell/cross-sell, and account growth.
• Experience in customer onboarding, product adoption, KPI/account health management, and issue resolution.
• Strong project management and cross-functional collaboration skills.
• Good functional/technical understanding of products and ability to provide consultative solutions.
• Excellent communication, stakeholder management, and commercial acumen.