Key Responsibilities:
Account Ownership & Relationship Management
- Act as the single point of contact for assigned enterprise clients.
- Build and maintain strong relationships with Founders, CXOs, Operations Heads, and E-commerce leaders.
- Ensure smooth day-to-day account operations and timely issue resolution.
- Drive high levels of client satisfaction, retention, and long-term partnerships.
Service Performance & SLA Management
- Own delivery performance across cities, stores, and service levels.
- Track, analyze, and report key metrics including SLA adherence, TAT, cancellations, returns, and order success rate.
- Work closely with Operations teams to resolve service gaps and prevent repeat issues.
- Lead weekly and monthly performance reviews with clients.
Account Growth & Expansion
- Identify and drive growth opportunities within existing accounts, including expansion into new cities or regions.
- Introduce faster or premium SLAs, increased volumes, and new service categories.
- Collaborate with Pricing and Solutions teams to design commercials for expansions.
- Drive upsell and cross-sell opportunities while maintaining healthy unit economics.
Cross-Functional Coordination
- Coordinate with Operations, Technology, and Store teams for new city or SKU onboarding.
- Support client tech integrations, new workflows, and operational changes.
- Ensure structured onboarding and clean handover from Sales post-deal closure.
Commercials & Governance
- Track account-level revenue, margins, and billing accuracy.
- Support contract renewals, amendments, and commercial negotiations.
- Ensure alignment between committed service levels and actual delivery capability.
