As a Key Account Manager, you will take full ownership of assigned key client accounts and serve as the primary point of contact to drive long-term partnerships and business growth. This role requires a strategic, client-focused individual who can effectively manage account performance, identify opportunities for growth (including upselling and cross-selling), and work cross-functionally to ensure operational excellence and client satisfaction.
Responsibilities- Own and manage relationships with assigned key accounts, serving as the primary liaison between the client and internal teams.
- Develop account strategies aimed at growing volume, increasing revenue, and expanding service offerings through upselling and cross-selling initiatives.
- Regularly engage with clients to understand their evolving needs and identify opportunities for improvement, innovation, and partnership expansion.
- Lead and participate in regular business reviews, QBRs, and performance update meetings with key clients.
- Monitor and track operational performance, proactively identifying risks, delays, or quality issues, and work closely with the operations team to resolve them.
- Drive accountability by creating, analyzing, and presenting key performance reports (delivery performance, SLA adherence, volume trends, risk assessments, etc.) on a weekly/monthly basis.
- Develop and maintain SOPs tailored to each key client's operational needs and requirements.
- Provide accurate and customized quotations aligned with internal pricing strategies and market intelligence.
- Coordinate with internal teams (operations, billing, customer service, etc.) to ensure timely execution of account activities and quick resolution of escalations.
- Oversee AR and billing processes: generate invoices/statements, follow up on outstanding payments, and support claim resolution as needed.
- Identify and flag at-risk accounts early and propose solutions to retain and grow those relationships.
- Support onboarding of new clients or expansion of services within existing accounts.
- Mentor and support junior team members where appropriate and provide coverage when needed.
Qualifications- Bachelor's degree in Business, Logistics, or a related field; MBA preferred.
- Minimum of 5 years of experience in business development or sales within the logistics industry (specifically small parcel last mile delivery).
- Proven track record of achieving business growth and revenue targets.
- Strong negotiation, communication, and interpersonal skills.
- Ability to analyze data and market trends to drive strategic decisions.
- Proficiency in CRM software and Microsoft Office Suite.
- Willingness to travel as required.
