Key Account Manager

This role is for one of the Weekday's clients

Salary range: Rs 300000 - Rs 1200000 (ie INR 3-12 LPA)

Min Experience: 1 years

Location: Mumbai

JobType: full-time

This role is ideal for someone who thrives at the intersection of customer success, relationship management, and technical problem-solving. As a Key Account Manager, you will work directly with enterprise and mid-market clients, ensuring they get maximum value from the platform. You’ll be responsible for driving customer satisfaction, improving product adoption, resolving issues, and building long-term partnerships—all while operating in a fast-paced, high-growth SaaS environment.

Requirements

Key Responsibilities

• Act as the primary relationship manager for assigned enterprise accounts, ensuring smooth onboarding and ongoing success.
• Understand customer requirements deeply and help them navigate product features, integrations, and automation workflows.
• Troubleshoot product issues such as bugs, errors, and UI challenges, ensuring timely and accurate resolutions.
• Conduct root-cause analysis, replicate reported issues, and coordinate with internal teams to deliver seamless fixes.
• Provide clear, empathetic communication while managing multiple customer inquiries at once.
• Collaborate with product, engineering, sales, and marketing teams to escalate issues, share insights, and improve overall product experience.
• Deliver product walkthroughs, training sessions, and workflow explanations to both technical and non-technical users.
• Document customer interactions, resolutions, follow-up actions, and best practices with attention to detail.
• Prioritize issues based on impact and urgency while maintaining a calm and composed approach in high-pressure situations.
• Proactively identify upsell or value-enhancement opportunities based on customer usage patterns.
• Stay updated on new platform features, enhancements, and industry best practices to guide customers effectively.
• Help build a customer-centric culture by sharing feedback that contributes to product innovation and improvement.

What Makes You a Great Fit

• You have a strong understanding of SaaS products, their functionality, and how integrations work in real-world customer environments.
• You communicate with clarity, empathy, and confidence—especially when guiding customers through complex concepts.
• You bring patience, resilience, and composure, even when dealing with challenging scenarios.
• You excel at problem-solving, analysis, and turning customer concerns into actionable solutions.
• You can simplify technical details and automate workflows in a way that non-technical customers can easily understand.
• You collaborate effortlessly with cross-functional teams and believe in taking complete ownership of customer issues.
• You’re adaptable, quick to learn, and able to handle multiple tasks without compromising quality.
• You pay exceptional attention to detail, especially when documenting issues or verifying solutions.
• You are comfortable working in a high-growth environment where processes evolve quickly and innovation is continuous.
• You bring 1+ years of experience in customer support, account management, or technical support—preferably in a SaaS or tech-driven setting.