Key Account Manager
- Gurgaon, Haryana
- Rs. 70,000 per month
- Permanent
- Full-time
- Build and maintain strong relationships with key clients to ensure 90%+ satisfaction levels.
- Address and resolve client issues within 48 hours of escalation.
- Conduct regular client meetings, feedback sessions, and relationship audits.
- Ensure timely renewal of client contracts, maintaining a renewal rate of 95%+.
- Drive a minimum quarterly client retention rate of 90%.
- Identify upselling or cross-selling opportunities across service lines.
- Ensure 95%+ SLA adherence at all assigned client sites (e.g., punctuality, uniform compliance, behavior standards).
- Collaborate with operations and support teams to monitor guard/associate performance.
- Conduct regular audits and track client feedback to maintain 8+/10 satisfaction scores.
- Prepare and submit weekly/monthly performance and compliance reports to both internal stakeholders and clients.
- Ensure 100% timely reporting, including deployment summaries, attrition updates, and incident reports.
- Coordinate with internal departments (Ops, Payroll, Recruitment, Compliance) ensuring 95%+ coordination effectiveness.
- Monitor and ensure 95%+ manpower availability and attendance across all designated client sites.
- Track attrition, absenteeism, and deployment gaps, and proactively implement resolution plans.
- Submit monthly branch-level performance reports and track client service scores.
- Bachelors degree in Business Administration, Operations, or a related field.
- Minimum 5 years of experience in a Key Account Management role, preferably in manpower outsourcing, security services, or facility management.
- Strong understanding of SLAs, service quality metrics, and compliance processes.
- Advanced proficiency in MS Excel, data analysis, and report generation.
- Excellent communication, negotiation, and stakeholder management skills.
- Ability to multitask, prioritize responsibilities, and meet deadlines in a dynamic service environment.
- Opportunity to work with industry leaders in Integrated Workforce Solutions.
- Exposure to multi-industry clients across PAN India operations.
- Performance-driven culture with growth and learning opportunities.
Expertia AI Technologies