Key Account Manager

Job Title: Key Accounts Manager

Location: Mumbai

Role Summary

An experienced individual responsible for managing and growing a portfolio of strategic enterprise accounts, driving retention, account expansion, and deeper adoption of CPaaS solutions through strong relationship management and consultative engagement.

Key Responsibilities

• Own end-to-end management of strategic enterprise accounts with focus on retention, growth, and customer satisfaction.
• Build and maintain strong, multi-level stakeholder relationships across business and technology teams.
• Develop and execute account plans, including growth strategy, stakeholder mapping, and opportunity pipeline.
• Drive revenue expansion through upsell and cross-sell of CPaaS solutions (SMS, WhatsApp, RCS, Voice, omni-channel).
• Identify and unlock new use cases within accounts to increase platform adoption and wallet share.
• Lead Quarterly Business Reviews (QBRs) and present insights on performance, ROI, and growth opportunities.
• Act as a trusted advisor, aligning solutions with client business goals and engagement KPIs.
• Own renewals and commercial discussions, ensuring high retention and long-term contracts.
• Monitor account health (usage trends, revenue, engagement) and proactively mitigate churn risks.
• Collaborate with internal teams (solutioning, product, support) for seamless delivery and issue resolution.

Key Requirements

• 10–15+ years of experience in Account Management / Customer Success / Enterprise Sales in CPaaS, SaaS, or Telecom.
• Strong track record in managing and growing large enterprise accounts.
• Deep understanding of CPaaS ecosystem (messaging, voice, APIs, automation platforms).
• Strong consultative selling and stakeholder management skills.
• Ability to drive executive-level conversations and influence decision-making.
• Strong analytical and presentation skills (Excel, PowerPoint).

Key Skills

• Strategic Account Management
• Account Mining & Revenue Growth
• Stakeholder & CXO Engagement
• Consultative / Solution Selling
• Commercial Negotiation
• Data-driven Account Insights

KPIs / Success Metrics

• Net Revenue Retention (NRR)
• Account revenue growth
• Renewal & churn rates
• Upsell / cross-sell contribution
• Customer satisfaction (CSAT / NPS)