We are seeking a proactive and detail-oriented Junior Key Accounts Management Consultant to support our key accounts in the IT and software applications industry. The role involves managing client relationships, ensuring service delivery in line with SLAs, and handling the administration of contracts and follow-ups. This is an excellent opportunity for individuals with a strong foundation in client services and a passion for delivering exceptional customer experiences

Responsibilities and Duties

• Key Account Liaising:
  • Serve as the primary point of contact for assigned key accounts, maintaining strong and professional relationships.
  • Communicate regularly with clients to understand their needs, provide updates, and address queries.
  • Coordinate meetings, follow-ups, and check-ins to ensure client satisfaction and engagement.
• Service Delivery Administration:
  • Ensure all services are delivered in alignment with the agreed Service Level Agreements (SLAs).
  • Monitor project timelines and escalate delays or issues to the Senior Key Accounts Manager.
  • Maintain detailed records of service delivery and client interactions.
• Contract Management:
  • Assist in drafting, reviewing, and processing client contracts and agreements.
  • Track contract renewals, amendments, and terminations, ensuring timely communication with clients.
  • Ensure compliance with contractual obligations and organizational standards.

• Follow-ups and Issue Resolution:
  • Conduct regular follow-ups with clients to confirm satisfaction and identify potential areas for improvement.
  • Address and resolve client concerns promptly, escalating complex issues to senior management as needed.
  • Provide status updates on outstanding issues or actions to internal stakeholders.

• Reporting and Documentation:
  • Maintain accurate and up-to-date client records, including contracts, SLA documentation, and correspondence.
• Prepare reports on account performance, service delivery, and client satisfaction metrics.
• Assist in creating presentations or documents for client reviews and internal strategy sessions.
• Team Collaboration:
  • Work closely with internal teams, including sales, operations, and delivery, to ensure seamless service delivery.
  • Provide input on improving processes and workflows to enhance client experience.

Desired Experience & Qualification

• Education:
  • Bachelors degree in Business Administration, Management, or a related field (preferred but not mandatory).
  • 13 years of experience in key account management, service delivery, or client relationship management.
  • Exposure to the IT or software applications industry is highly desirable.
  • Proficiency in MS Office Suite (Word, Excel, PowerPoint) and CRM tools.
  • Familiarity with SLA frameworks and service delivery processes.
  • Basic understanding of contractual terms and conditions.