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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.