Key Accounts Manager

Hexalog; Jaipur; Hybrid; INR 1,000,000 - 1,800,000; Full time

Job summary

Hexalog, based in Jaipur, seeks a Key Account Manager (KAM) for Customer Experience to own end-to-end client relationships, ensure seamless shipment execution, and drive revenue growth while maintaining high service levels.

You will coordinate with cross-functional teams, manage pricing and RFQs/RFPs, monitor performance, and deliver insights to improve customer experience and outcomes. 1–4 years in KAM/CX in logistics preferred.

Qualifications

• Bachelor’s degree in logistics, supply chain, business, or related field.
• 1-4 years of experience in KAM / Customer Experience roles.
• Prior experience in logistics, freight forwarding, or EXIM preferred.

Responsibilities

• Own end-to-end client relationships as the SPOC, ensuring long-term retention.
• Deliver seamless customer experience through proactive communication and shipment visibility.
• Manage pricing, RFQs/RFPs, and drive upsell and cross-sell opportunities.
• Coordinate with internal stakeholders to ensure timely, accurate, and SLA-driven shipment execution.
• Monitor account performance, track service quality, and ensure adherence to operational standards.
• Handle escalations effectively, conduct root cause analysis, and implement preventive actions.
• Drive revenue growth and account expansion within existing clients.
• Analyze performance metrics and share actionable insights to improve customer experience and business outcomes.

Skills

Logistics knowledge

EXIM processes

Stakeholder management

Customer focus

Education

Bachelor’s degree in related field

Job description

KEY ACCOUNT MANAGER (KAM) CUSTOMER EXPERIENCE

Department: Customer Experience / Client Servicing

Industry: Import-Export / Logistics / Supply Chain

Location: Jaipur

About Hexalog

Hexalog is building a tech-first platform to simplify and transform the import-export ecosystem. By leveraging AI, automation, and data intelligence, we are creating a unified, scalable solution that brings visibility, efficiency, and predictability across the global supply chain.

Role Summary

The KAM – Customer Experience owns end-to-end client relationships for high-value accounts, ensuring seamless shipment execution, proactive communication, and consistent service excellence while driving revenue growth and retention.

Key Responsibilities

• Own end-to-end client relationships as the SPOC, ensuring strong engagement and long-term retention
• Deliver seamless customer experience through proactive communication and complete shipment visibility
• Manage pricing, RFQs/RFPs, and drive commercial outcomes including upsell and cross-sell opportunities
• Coordinate with internal stakeholders to ensure timely, accurate, and SLA-driven shipment execution
• Monitor account performance, track service quality, and ensure adherence to operational standards
• Handle escalations effectively, conduct root cause analysis, and implement preventive actions
• Drive revenue growth and account expansion within existing clients
• Analyze performance metrics and share actionable insights to improve customer experience and business outcomes

Key Skills & Competencies

• Strong understanding of logistics and EXIM processes
• Strong communication and stakeholder management
• High ownership with a customer-first mindset

Qualifications & Experience

• Bachelor’s degree (Logistics, Supply Chain, Business, or related field preferred)
• 1-4 years of experience in KAM / Customer Experience roles
• Prior experience in logistics, freight forwarding, or EXIM preferred

Key KPIs

• CSAT / NPS Scores
• On-Time Shipment Delivery
• Client Retention Rate
• Account Revenue Growth