Job Title: Client Relationship Manager / Key Account Manager Location: Mumbai Department: Customer Success Reports To: Head of Account Management Role Overview: We are looking for a highly driven and experienced Client Relationship Manager / Key Account Manager with 5+ years of expertise in managing strategic enterprise accounts. The ideal candidate will be responsible for delivering profitable growth through strong client relationships, proactive account management, and financial ownership. You will work closely with internal teams to ensure client success while identifying and executing new revenue opportunities within your portfolio. Key Responsibilities: Own and manage key client accounts, serving as the primary point of contact and trusted advisor. Build deep client relationships through consistent communication, onsite visits, and strategic engagement. Understand the client’s business goals, organizational structure, and pain points to align services effectively. Ensure high levels of client satisfaction, loyalty, and retention. Drive revenue growth through strategic account farming—identifying cross-sell and up-sell opportunities. Present tailored solutions that align with client needs and future growth strategies. Meet and exceed monthly and quarterly revenue and profitability targets for assigned accounts. Manage full P&L responsibility for your accounts, including forecasting, cost control, and margin improvement. Collaborate with internal teams (finance, delivery) to resolve billing discrepancies, minimize financial risks, and maintain profitability. Monitor and optimize account financial health regularly. Conduct structured monthly reviews with clients to track KPIs, SLAs, project delivery, and future. Prepare detailed account review documents and strategic action plans. Address concerns and resolve client escalations with urgency and professionalism. Conduct regular in-person visits to client sites, building trust with key stakeholders across all levels. Represent the organization in review meetings, industry forums, and client events. Foster multi-level relationships within client organizations to identify decision-makers and influencers. Collaborate with cross-functional teams (technical, operations, marketing) to ensure smooth service delivery and client success. Maintain up-to-date CRM entries, activity logs, pipeline status, and forecast reports. Provide periodic reports to leadership on account performance, risks, and expansion opportunities. Key Performance Indicators (KPIs): Achievement of assigned revenue and margin targets Growth in account revenue (YoY, QoQ) New services/revenue streams activated per client Client satisfaction scores (CSAT, NPS) Frequency of client site visits and engagement quality Account renewal and retention rates Reduction in overdue payments and cost leakages Requirements: 5+ years of experience in client relationship management, key account management, or enterprise sales Bachelor’s or Master’s degree in Business, Marketing, or related field (MBA preferred) Proven track record in growing enterprise accounts and achieving financial targets Strong communication, negotiation, and interpersonal skills Experience managing P&L and preparing business performance reports Willingness to travel for client meetings and reviews
Job Title
Client Relationship Manager