Senior Manager – Key Account Management (SME Retention & Growth)
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Job Description
Job Title: Senior Manager – Key Account Management (SME Retention & Growth)
Location: Naraina Vihar, New Delhi
Employment Type: Full-Time | On-site
CTC: ₹10–15 LPA
Reporting To: Founders / Management
Role Overview
Xportel is seeking an experienced and customer-centric Senior Manager – Key Account Management (SME Retention & Growth) to lead the retention and account growth function for its SME customer base across India.
This role will be responsible for managing post-sales customer relationships, driving retention, minimizing churn, increasing wallet share, and leading a team of Key Account Managers. The ideal candidate will have strong experience in logistics, freight forwarding, customer success, account management, and team leadership.
Key Responsibilities
- Lead the customer retention and account growth strategy for SME customers across India.
- Manage, mentor, and drive performance of the Key Account Management team.
- Ensure smooth transition and onboarding of customers from the Sales team to the Account Management team.
- Develop and maintain strong relationships with key customers and act as the escalation point for critical issues.
- Drive customer engagement, repeat business, account activation, and long-term account growth.
- Identify upselling and cross-selling opportunities to maximize customer lifetime value.
- Monitor account health, customer satisfaction, service levels, and churn risks.
- Conduct periodic business reviews, service reviews, and customer engagement meetings.
- Collaborate with Operations, Finance, Customer Service, and Sales teams to ensure seamless customer experience.
- Generate referral opportunities and identify expansion opportunities within existing accounts.
- Build retention processes, dashboards, MIS reports, and governance frameworks to improve customer outcomes.
- Travel as required for strategic customer meetings and escalations.
Desired Candidate Profile
- 5–8 years of experience in Key Account Management, Customer Success, Client Servicing, Retention, or Account Growth.
- Minimum 3 years of experience managing teams.
- Experience in Logistics, Freight Forwarding, Shipping, Supply Chain, or related industries is highly preferred.
- Proven track record in customer retention, account growth, and relationship management.
- Strong understanding of customer lifecycle management, escalations, renewals, and account expansion.
- Excellent leadership, communication, stakeholder management, and problem-solving skills.
- Proficiency in CRM platforms, reporting tools, and Microsoft Office.
Designation
Senior Manager – Key Account Management (SME Retention & Growth)
Key Skills
Industry
Logistics
Functional Area
Logistics & Supply Chain
Employment Type
Full Time
Education
Graduation/Diploma
Job Type
Work From Office
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