Key Account Manager

Position Overview

The Key Account Manager (KAM) will be responsible for managing strategic relationships with Smilinno’s top clients. This includes ensuring their satisfaction, driving upsell opportunities, and managing renewals. The KAM will work closely with clients to understand their needs and deliver solutions that align with their business objectives. The ideal candidate is customer-focused, results-driven.

Key Responsibilities

• Account Management:

  - Serve as the primary point of contact for assigned key clients, ensuring ongoing communication and support.

  - Build and maintain strong, long-lasting relationships with key stakeholders, including C-level executives.

  - Regularly meet with key clients to review performance, gather feedback, and identify new opportunities for growth.

• Client Retention and Growth:

  - Drive renewal discussions and ensure contract renewals are managed proactively to prevent churn.

  - Identify and execute upsell and cross-sell opportunities, presenting additional Smilinno’s solutions that align with client needs.

  - Develop client-specific growth plans, ensuring Smilinno’s solutions evolve with the client’s business needs.

• Solutions Delivery:

  - Work with clients to ensure successful onboarding and full adoption of Smilinno’s products and services.

  - Collaborate with internal teams (customer success, product, support) to ensure client satisfaction and issue resolution.

  - Provide customized recommendations for product usage based on client-specific goals and industry challenges.

• Client Success and Satisfaction:

  - Monitor the performance and ROI of Smilinno’s solutions within client organizations and provide strategic guidance to maximize benefits.

  - Conduct regular business reviews to demonstrate the value Smilinno is delivering to clients.

  - Address any concerns or issues, working quickly to resolve client problems and enhance their experience with Smilinno.

• Strategic Planning and Forecasting:

  - Collaborate with the sales leadership team to create account strategies and forecasts for key accounts.

  - Maintain an up-to-date view of client satisfaction levels, engagement, and potential risks to the business relationship.

  - Identify market trends, client needs, and product opportunities that may impact the business development strategy for Smilinno.

• Reporting and Analytics:

  - Use data and analytics to track account performance, providing insights into client usage, satisfaction, and future potential.

  - Prepare regular status reports for internal stakeholders, highlighting account successes, challenges, and growth opportunities.

•  Contract Negotiation:

  - Lead contract negotiation efforts with key clients, ensuring favorable terms for both the client and Smilinno.

  - Work to expand contracts through upselling additional features, services, or products.
 
Qualifications:

 Education:

• Bachelor’s degree in Business, Marketing, Sales, or a related field.

Experience: 

•  Minimum of 3-5 years of experience in account management, client success, or sales, preferably in the SaaS or AI industries.
• Proven track record of managing large accounts, achieving sales targets, and growing key client relationships.

 Skills:

•   Strong relationship-building and client management skills.
•    Excellent communication and presentation abilities, with experience engaging with C-suite and senior leadership.
•    Analytical mindset with the ability to interpret data and provide actionable insights.
•  Ability to negotiate and manage complex contracts.
•  A deep understanding of AI technologies and customer service automation is a plus.