- Department
- Customer Service
- Seniority
- Manager
- Source
- Keka
Description
Role Overview :
We are seeking a commercially aware and relationship-driven Key Account Manager to own the success of algoShack's largest enterprise clients. You will be the primary point of contact for accounts responsible for adoption, renewal, expansion, and long-term value creation.
Key Responsibilities :
- Own the end-to-end customer relationship for assigned key accounts, from onboarding through renewal and expansion
- Drive product adoption: proactively engage users, identify inactive accounts, and bring them back into productive usage
- Lead subscription renewal process: track renewal dates, initiate conversations proactively, and eliminate surprise churn
- Conduct regular business reviews with key stakeholders - quantify value delivered and align on future goals
- Own expansion opportunities and partner with sales leadership where required to close commercial discussions
- Act as the voice of the customer internally: feed product feedback, complaints, and feature requests to the product and CS teams
- Coordinate with Demo Specialists, Trainers, and POC Specialists to deliver seamless customer experiences
- Monitor churn risk signals using the customer success analytic tools, intervene proactively
- Manage and resolve escalated customer complaints with urgency and ownership
- Maintain accurate account plans, renewal forecasts, and opportunity pipelines within systems
Skills & Qualifications :
- 4–8 years in key account management, customer success, or strategic sales - ideally in B2B SaaS
- Strong commercial acumen: understanding of renewal economics, NRR, and expansion revenue
- Exceptional relationship management skills - ability to build trust with C-level and operational stakeholders alike
- Confident communicator capable of leading executive business reviews and difficult conversations
- Analytical mindset: able to use customer data to identify risk and opportunity
- Self-starter who can manage multiple large accounts simultaneously with minimal supervision
- AI literacy with a strong understanding of Generative AI, AI-powered SaaS products, and how AI can improve customer workflows and business outcomes.
- Comfortable using AI-enabled productivity tools (such as Microsoft Copilot, ChatGPT, Gemini, or similar) to improve customer communication, account planning, meeting preparation, and insight generation.
- Understanding of software testing concepts, including Manual and Automation Testing, with the ability to confidently discuss testing processes and technical requirements with clients.
- Knowledge of SDLC, STLC, functional/regression testing, Types of testing, defect lifecycle, UAT, and test automation concepts is required.
- Candidates must have sufficient technical understanding of QA/testing processes to effectively bridge client requirements with internal technical, QA, and engineering teams.
Nice to Have :
- Experience in enterprise software, QA tools
- Track record of managing large accounts