About the job
Job Title: Key Account Manager
Experience Required: 6+ years
Location: Islamabad/Lahore
Shift Timings: 5 PM – 2 AM PKT
Role Overview
We are looking for a passionate and results-driven Key Account Manager to lead and manage comprehensive service delivery for one of our key client accounts. This pivotal role is focused on ensuring flawless operations, upholding superior service standards, and enhancing overall client satisfaction.
The successful candidate will act as the main point of contact between our client and internal teams, ensuring cohesive collaboration, operational efficiency, and a consistent delivery of excellence.
Key Responsibilities
- Serve as the primary point of contact for the client regarding all service delivery issues
- Oversee and manage the deployment of resources, ensuring high performance, effectiveness, and engagement
- Guarantee consistent and top-tier service delivery aligned with established SLAs and KPIs
- Develop, maintain, and enhance long-lasting client relationships
- Proactively pinpoint risks, deficiencies, and opportunities for ongoing improvement
- Enhance client satisfaction and retention through proactive communication and service evaluations
- Collaborate with cross-functional teams (HR, Operations, Finance, etc.) to ensure seamless execution
- Monitor, assess, and present performance metrics, reports, and insights
- Ensure compliance with internal processes, standards, and client expectations
- Effectively manage escalations, ensuring timely resolution and stakeholder alignment
Requirements
- Bachelor’s degree in Business, IT, or a relevant field
- 6+ years of experience in Account Management, Service Delivery, or Client Success roles
- Previous experience with a Managed Service Provider (MSP) or IT services organization is essential
- Proven track record in managing mid-to-large scale teams
- Outstanding communication, presentation, and stakeholder management skills
- Strong analytical and problem-solving abilities
- Capability to excel in a fast-paced, client-focused environment
- Exceptional organizational and multitasking skills
