Key Accounts Manager

We are looking for an experienced Key Account Manager to own and grow client relationships, drive customer success, and maximize account value for Assemble. The role involves managing the complete client lifecycle, from initial pilot programs and onboarding through renewals, retention, and account expansion. You will serve as the primary point of contact for clients, ensuring they achieve measurable value from the platform. You will collaborate closely with internal assessment, operations, product, engineering, and recruitment teams to deliver a seamless customer experience and build long-term client partnerships.

Responsibilities:

• Manage Client Accounts: Own a portfolio of large enterprises, Global Capability Centers (GCCs), and startups, serving as their primary point of contact at GeekTrust.
• Convert Pilots into Long-term Clients: Define success metrics, monitor pilot performance, and present outcomes that demonstrate value and drive conversion into paid engagements.
• Drive Account Growth: Identify opportunities to expand assembly adoption across additional teams, roles, and locations within existing client organizations.
• Understand Client Hiring Needs: Work closely with hiring managers and recruiters to understand hiring requirements and success criteria, collaborating with the assessment team to ensure interviews evaluate the right skills.
• Monitor Account Health: Track platform usage, interview turnaround times, candidate feedback, and assessment report quality to identify potential issues proactively.
• Maintain Client Engagement: Conduct regular check-ins and provide monthly updates on hiring performance, client feedback, and platform improvements.
• Resolve Client Issues: Take end-to-end ownership of client concerns and escalations, ensuring timely resolution and clear communication.
• Coordinate Cross-functional Teams: Represent client needs internally and collaborate with assessment and operations teams to ensure delivery against commitments.
• Manage Commercials and Renewals: Oversee platform usage, contract renewals, and invoicing to maintain account continuity.
• Collaborate with Recruitment Teams: Partner with recruitment account managers when GeekTrust provides both candidate sourcing and technical assessment services, ensuring a high-quality interview experience.

Requirements:

• Experience: 6+ years in Key Account Management, Account Management, or Customer Success.
• Industry Experience: Prior experience in B2B SaaS, HR Tech, recruitment, or technology services is preferred.
• Enterprise Account Management: Experience managing relationships with large enterprises, GCCs, or multiple business stakeholders.
• Account Growth: Proven ability to convert trials or pilot programs into paying customers and expand existing accounts, supported by measurable results.
• Technical Hiring Knowledge: Ability to engage in meaningful discussions with engineering managers about technical hiring and interview quality. Coding experience is not required.
• Data-driven Approach: Ability to analyze platform usage, customer feedback, and performance metrics to identify improvement opportunities.
• Stakeholder Management: Strong ability to coordinate cross-functional teams and drive outcomes without direct reporting authority.
• Problem-solving: Ability to manage customer escalations, competing priorities, and time-sensitive requirements effectively.
• Communication: Excellent verbal and written communication, presentation, and relationship-building skills.
• Ownership: A proactive, hands-on approach to building processes, improving customer experience, and establishing scalable account management practices.