ShipGlobal - Manager - Key Account Management

Job Title: Manager - Key Account Management (KAM)

Location: Delhi

Department: Customer Success

Role Type: Revenue Governance, Process Management, and Team Leadership

About the Role:

The Manager - Key Account Management is responsible for driving revenue performance, streamlining KAM processes, and ensuring consistent execution across assigned teams. The role manages Team Leads and Assistant Managers, monitors portfolio health, improves productivity, and ensures adherence to business standards. The Manager works closely with Operations, Product, Finance, and Customer Success to address revenue gaps, strengthen merchant retention, and improve the overall account management experience.

Key Responsibilities:

1. Revenue Performance and Business Monitoring:

- Own revenue achievement across assigned KAM teams and monitor performance against targets.

- Track shipment volume, portfolio growth, retention, churn, and merchant contribution.

- Identify revenue gaps and implement corrective action plans with Team Leads and Assistant Managers.

- Conduct structured weekly and monthly business reviews to ensure execution of growth plans.

2. Process Streamlining and Operational Governance:

- Standardize KAM workflows, account review practices, and reporting mechanisms across teams.

- Identify process bottlenecks and coordinate improvements with Product, Operations, and Technology.

- Ensure adherence to SOPs, CRM hygiene, service standards, and defined operational timelines.

- Drive practical automation and process improvements to increase productivity and reduce manual dependency.

3. Team Management and Performance Development:

- Lead, coach, and performance-manage Team Leads and Assistant Managers.

- Monitor team productivity, target achievement, merchant engagement, and execution quality.

- Conduct regular performance reviews and implement improvement and development plans.

- Support hiring, onboarding, retention, and capability-building initiatives with HR and Training.

4. Merchant Retention and Cross-functional Execution:

- Monitor merchant health and ensure timely action on churn risks, inactive accounts, and growth opportunities.

- Review critical merchant escalations and ensure timely closure through cross-functional coordination.

- Partner with Operations, Finance, Product, and Customer Success to improve service delivery.

- Ensure consistent account governance and customer engagement across all managed portfolios.

Skills and Qualifications:

1. Functional Skills:

- Strong understanding of Key Account Management, revenue operations, and portfolio governance.

- Strong analytical, problem-solving, and business review capabilities.

- Excellent people leadership, communication, and stakeholder management skills.

- Experience in process improvement, performance management, and merchant retention.

- Proficiency in CRM platforms, MS Excel / Google Sheets, and business reporting tools.

2. Core Leadership Behaviors:

- Ownership and Accountability

- Revenue and Execution Focus

- Process Excellence

- People Development

- Data-Driven Decision Making

- Customer-Centric Mindset

- Cross-functional Collaboration

Eligibility Criteria:

Must Have:

- Graduate in any discipline; MBA preferred.

- 6 - 8 years of experience in Key Account Management, Customer Success, or Enterprise Sales.

- Minimum 2 - 3 years of experience managing Team Leads, Assistant Managers, or multiple teams.

- Proven experience in revenue monitoring, performance management, and process improvement.

- Strong exposure to merchant retention, business reviews, and cross-functional execution.

Good to Have:

- Experience in logistics, international shipping, e-commerce, or SaaS.

- Exposure to CRM platforms, dashboards, automation, and business analytics.

- Experience in driving operational change and improving team productivity.

Why Join Us?

- Lead a core revenue-driving function in a fast-growing logistics organization.

- Improve processes and directly influence business performance and merchant retention.

- Work closely with senior leadership and cross-functional teams.

- Competitive compensation, performance-based rewards, and strong career growth opportunities.