Position: Key Account Manager
Department: Operations
Role Summary:
The Key Account Manager (KAM) is responsible for managing strategic customer accounts, driving revenue growth, ensuring service excellence, and maintaining strong client relationships. The role requires coordination with operations, billing, customer service, and management to meet customer expectations and company objectives. Do monthly LSP Review with Customer, prepare KPIs, or performance report. Do monthly outstanding re-conciliation with Customer and follow up Bills receivables.
Key Responsibilities:
1. Account Management
- Serve as the primary point of contact for key logistics clients.
- Manage end-to-end customer relationships and handle escalations.
- Ensure quick resolution of operational issues, billing discrepancies, and service level escalation.
2. Business Growth & Revenue
- Achieve revenue, volume, and profitability targets.
- Identify upselling and cross-selling opportunities across logistics verticals (PTL, FTL, warehousing, express, multimodal).
- Conduct performance reviews and share performance insights with clients.
3. Customer Service & Operations Coordination
- Monitor delivery performance, TAT, POD, shortages/damages, and overall service quality.
- Coordinate closely with operations for seamless execution and customer satisfaction.
- Track service KPIs and SLAs and ensure adherence to customer requirements.
4. Contract & Commercial Management
- Support in drafting, reviewing, and executing rate contracts and agreements.
- Ensure pricing accuracy, billing completeness, and compliance with GST norms.
- Coordinate with finance for credit approvals and payment follow-ups.
5. Reporting & Data Analysis
- Maintain dashboards on revenue, tonnage, service issues, and account performance.
- Prepare monthly MIS and share with internal teams and customers.
- Use analytics to identify gaps and implement service improvements.
6. Internal Collaboration
- Work closely with operations, CS, finance, billing, legal, and warehouse teams.
- Ensure timely sharing of PODs, invoices, and relevant documentation.
- Support internal teams to ensure smooth business continuity for key accounts.
