Senior Executive -Key Account

Job Description – Senior Executive/Executive Key Account Manager (Executive KAM)

Position: Executive Key Account Manager (Executive KAM)

Department: Client Success / Key Account Management

Reporting To: Senior KAM / Manager – KAM

Role Purpose

The Executive KAM is responsible for managing assigned client accounts, ensuring smooth

service delivery, maintaining regular client communication, tracking performance metrics,

and supporting client retention and growth initiatives. The role acts as a bridge between

clients and internal teams to ensure timely resolution of issues and achievement of client

objectives.

Key Responsibilities

Client Management

• Manage a portfolio of assigned client accounts.

• Maintain regular communication with clients through calls, emails, and meetings.

• Ensure timely resolution of client queries and concerns.

• Build strong relationships with client stakeholders.

• Support client onboarding and account activation processes.

Performance Monitoring

• Track daily, weekly, and monthly account performance.

• Monitor lead flow, conversion rates, revenue, and service delivery metrics.

• Prepare and share performance reports with clients and internal stakeholders.

• Highlight performance gaps and recommend corrective actions.

Service Delivery & Operations

• Coordinate with Operations, Sales, Product, and Support teams for smooth

execution.

• Ensure client requirements are communicated and implemented effectively.

• Follow up on pending tasks and commitments.

• Maintain accurate account records and documentation.

Client Retention & Growth

• Support retention initiatives for assigned accounts.

• Identify opportunities for additional services and business growth.

• Assist Senior KAMs in upselling and cross-selling activities.

• Monitor client health and engagement levels.

Escalation Management

• Handle day-to-day client issues and escalations.

• Ensure timely closure of client concerns.

• Escalate critical matters to Senior KAMs or management when required.

Key KPIs

• Client Retention Rate

• Client Satisfaction Score (CSAT)

• Account Health Score

• Escalation Resolution TAT

• Service Delivery Compliance

• Client Engagement Frequency

• Lead Conversion Improvement

• Revenue Achievement from Assigned Accounts

Required Skills

• Strong communication and interpersonal skills

• Client servicing and relationship management

• Problem-solving and coordination skills

• Data analysis and reporting

• Time management and multitasking

• MS Excel and Google Sheets proficiency

• CRM knowledge (preferred)

Qualifications & Experience

• Graduate in any discipline.

• 1-2 Years of experience in Client Servicing, Customer Success, Account Management,

or Operations.

• Experience in EdTech, Study Abroad, SaaS, or Service Industry preferred.

Preferred for EdTech / Study Abroad Industry

• Understanding of lead management and admission processes.

• Experience working with universities, consultants, or education partners.

• Ability to analyze conversion funnels and client performance metrics.

• Strong coordination skills for managing multiple stakeholders.