Key Account Executive (Customer Experience & Retention)
Job Overview
We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Key Account Executive to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.
We are looking for a highly motivated Key Account Executive to build strong client relationships, identify business opportunities, resolve issues, coordinate solutions, and drive customer satisfaction, retention, and account growth through proactive engagement and effective problem-solving.
Responsibilities:
Build strong relationship with decision makers/fleet managers/system users and manage of all services related to Key Accounts.
Establish good rapport and trust though proactive engagement.
Understanding client needs and identifying new business opportunities for upselling.
Resolve customers enquiries or issues from all channels and ensure proper follow-up to the final resolution within the stipulated time frame.
Coordinate with internal teams to deliver solutions that meet client's objectives.
Identify and implement new strategies for increasing customer satisfaction, loyalty and retentions by going above and beyond expectations.
Prepare regular reports of progress and forecasts to internal and external stakeholders.
Ability to solve the complex problems.
Requirements:
Bachelor's degree in business administration, Marketing, or related field.
Must be Fluent in English (written & spoken).
Minimum of 3 years of experience in a Key Accounts/ Customer Success/ Account Management.
Management/ Business Development (farming) within b2b industry will be preferred.
Prior experience in doing upselling and retention will be preferred.
Proven track record of successfully managing key accounts and fostering long-term relationships with clients.
Excellent communication skills, both verbal and written, with the ability to effectively convey technical information to clients.
Proficiency in problem-solving and conflict resolution, with the ability to address customer issues promptly and professionally.
Ability to work independently and as part of a team in a fast-paced environment.
Experienced in CRM software and other relevant tools for managing customer accounts will be a plus.