Key Account Manager - Managed IT Services

Role & responsibilities

• Account Management and Client Growth
• Identify and nurture new opportunities within existing client relationships.
• Ensure high client retention through exceptional IT service delivery.
• Build and maintain relationships with key stakeholders, including C-level executives.
• Conduct Quarterly Business Reviews (QBRs) to ensure client satisfaction and explore growth opportunities.
• Team Leadership and Development
• Lead a team of 10 account managers, technical consultants, and support staff.
• Mentor team members and drive performance to meet KPIs.
• Oversee resource allocation and performance management to ensure effective service delivery.
• Strategic Planning and Execution
• Develop and execute client strategies for expanding service portfolios.
• Collaborate with internal teams to ensure seamless service delivery and manage client escalations.
• Drive revenue growth through upselling and cross-selling IT services.
• Reporting and Analytics
• Track and report key performance metrics like client satisfaction, revenue growth, and team performance.
• Provide insights on client trends and strategic opportunities to senior leadership.
• Service Delivery Oversight
• Ensure SLAs (Service Level Agreements) are met or exceeded consistently.
• Handle client escalations and collaborate with project management teams for successful delivery.

Preferred candidate profile

Skills Required

Account Management, Service Delivery, Team Leadership, Contract Negotiations, Performance Management, Strategic Planning