Department: Sales / Customer Success
Experience Required: 2 – 4 years of relevant experience in Key Account Management,
Customer Success within a SaaS-based product/service environment.
Role Purpose
- The Key Account Manager is responsible for managing, nurturing, and growing strategic customer accounts for the Fusion MY Business platform.
- This role focuses on customer retention, relationship management, product adoption, and revenue expansion through renewals, upselling, and cross-selling in a subscription-based SaaS model.
Key Responsibilities
- Manage and maintain relationships with existing high-value and strategic customers.
- Serve as the primary point of contact for customer communication, queries, and escalations.
- Ensure successful onboarding, implementation, and continuous adoption of the Fusion MY Business solution.
- Drive renewals, upsell, and cross-sell opportunities to achieve assigned revenue targets.
- Monitor customer health, usage metrics, and engagement levels to proactively reduce churn.
- Conduct periodic business reviews and value-demonstration meetings with clients.
- Collaborate with Sales, Product, Support, and Operations teams to resolve issues andenhance customer experience.
- Maintain accurate account data, forecasts, and activity updates in CRM systems.
- Prepare and present performance reports and insights to internal stakeholders.
Required Skills & Competencies
- Proven experience in SaaS account management / customer success / B2B relationship management.
- Strong communication, negotiation, and stakeholder management skills.
- Demonstrated ability to drive customer retention and revenue growth.
- Understanding of subscription business metrics such as ARR, MRR, churn, and renewal cycles.
- Ability to manage multiple client accounts simultaneously with strong prioritization.
- Good analytical, problem-solving, and presentation skills.
- Proficiency in CRM tools, MS Office, and Google Workspace.
Educational Qualification
- Bachelor’s degree in Business Administration, Marketing, IT, or related discipline.
- MBA or relevant certification will be an added advantage.
Key Performance Indicators (KPIs)
- Customer retention and renewal percentage
- Upsell and cross-sell revenue growth
- Customer satisfaction and engagement scores
- Reduction in customer churn and escalations
- Accuracy of CRM data and reporting
Job Types: Full-time, Permanent
Pay: ₹30,000.00 - ₹55,000.00 per month
Benefits:
Application Question(s):
- How much experience in the domain?
- Your Current CTC
- Your Expected CTC
- Notice Period
Work Location: In person
