Key Account Manager

Key Account Manager - Malayalam

About Lokal :

In 2018, we began with a WhatsApp group with a simple hypothesis: people in tier-2/3 towns weren’t really using the internet meaningfully yet. We believed that if we started with local content in their own language, they’d come back every day; once there was a habit and trust, that same space could naturally grow into classifieds and, eventually, something they used for almost everything online.

This spark became Lokal. Our first instinct was to put everything in one place & one app - local updates, classifieds, jobs, matrimony and more. It worked, till it stopped working. Users gave us the insight - when one use case outweighs the others, everything else seems like noise. We listened. Like how Craigslist quietly seeded a generation of focused companies & marketplaces, we began unbundling and verticalising.

Today, Lokal is a house of focused apps, many products, one mission:
to connect Tier-2/3+ India to the Knowledge, opportunities, tools and experts they’ve always deserved.

We now operate dozens of live apps across categories like:

• Edutainment & Skill Learning – practical skills and learning in regional languages (GyanTV)
• Matrimonial Matchmaking – hyperlocal, compatibility-first partner search (Lokal Matrimony)
• Agri Consulting – farmer-first advisory in local languages (AgriLokal)
• Local Jobs – blue- and grey-collar opportunities close to home (Lokal Jobs)
• Social & Community – Place to find & post social updates (Lokal app)
• Emotional Well-being & Peer Support – safe spaces to talk and feel heard (Dostt & Eaze)
• Astrology & Guidance – instant access to trusted Astrologers via chat and voice (AstroLokal)
  Advisory Services – early bets in legal help, financial guidance, career counselling, and more

Under the hood, Lokal is a discovery and access platform: local-language internet + deep India insight+ AI. When someone opens a product we’ve built, they don’t wade through clutter; they get a straight line to what they came for.

This is the story new teammates walk into:
a company that started as a whatsapp group, became a family of focused apps, and kept one belief at the centre — access changes lives.

We ship fast. We learn fast.
And we're now carrying that same belief beyond India, beginning with our first international, locally-sourced market in the Philippines. We are backed by leading global and domestic investors including Y Combinator, Sony, Global Brain, India Quotient, and 3one4 Capital

About AstroLokal :

AstroLokal is an astrology platform by Lokal that connects users with verified astrologers through chat, voice, and live interactions in multiple Indian languages. The platform offers personalized guidance across areas such as Vedic Astrology, Tarot, Numerology, Palmistry, Vastu, Horoscope Analysis, and other spiritual consultation services. AstroLokal's mission is to make trusted astrology services accessible, engaging, and localized for users while enabling astrologers to build a sustainable practice and grow their earnings on the platform.

Role Overview

As a Key Account Manager (KAM), you will be responsible for managing and growing relationships with a portfolio of astrologers on the AstroLokal platform. You will serve as their primary point of contact, helping them succeed by improving engagement, consultation quality, platform compliance, and overall performance.

The role requires a balance of relationship management, performance analysis, problem-solving, and business acumen. You will work closely with cross-functional teams including Operations, Quality, Trust & Safety, Training, and Product to ensure astrologers deliver a high-quality user experience while maximizing their growth and retention on the platform.

Key Responsibilities :

Account Management & Engagement :

• Serve as the primary point of contact for assigned astrologers and address their queries in a timely manner.
• Build and maintain strong relationships to improve astrologer engagement and retention.
• Ensure astrologers actively participate on the platform and follow operational guidelines.

Performance Monitoring & Improvement:

• Track key performance metrics such as quality scores, customer ratings, consultation volumes, retention, and login hours.

• Analyze performance trends and provide actionable feedback to help astrologers improve.
• Identify underperforming accounts and drive performance improvement plans.

Training & Quality Support:

• Guide astrologers on delivering high-quality consultations and an exceptional customer experience.
• Coordinate with the Quality and Training teams to conduct refresher sessions and coaching programs.
• Ensure adherence to platform policies, quality standards, and best practices.

Revenue Growth & Retention:

• Help astrologers optimize their profiles and improve visibility on the platform.
• Encourage participation in live sessions, content creation, and promotional campaigns to increase engagement.
• Identify high-potential astrologers and develop strategies to improve their earnings and long-term retention.

Escalation Management & Compliance:

• Resolve astrologer concerns by coordinating with relevant internal stakeholders.
• Handle escalations related to complaints, penalties, operational issues, or disputes.
• Ensure compliance with platform policies, including quality standards and confidentiality guidelines.

Requirements

• Bachelor's degree in Business Administration, Management, Marketing, or a related field.
• 3–5 years of experience in Key Account Management, Client Success, Account Management, Customer Success, Client Servicing, or Business Development.
• Strong relationship management and stakeholder management skills with the ability to build long-term partnerships.
• Experience in customer retention, account growth, performance management, or client engagement.
• Excellent analytical and problem-solving skills with the ability to interpret performance metrics and recommend improvement strategies.
• Strong communication, negotiation, and conflict resolution skills.
• Experience working with CRM tools, reporting dashboards, and Microsoft Excel/Google Sheets for performance tracking.
• Ability to manage multiple accounts, prioritize tasks, and work effectively in a fast-paced environment.
• Prior experience in creator management, marketplace platforms, consulting, fintech, edtech, or service-based platforms is an added advantage.
• Fluency in Malayalam and English (reading, writing, and speaking) is mandatory.

Why Join Us?

We’re scaling fast with strong fundamentals, on a mission to empower millions through AI and access. At Lokal, you’ll take ownership from day one, build for real impact, and help redefine the roadmap of how Bharat connects to opportunities, knowledge, and experts.

Experience Level

Mid Level