Key Account Manager - Islamabad

Mohsyn · Islamabad, Pakistan

Full-time

• Hybrid / On-ground Location: Islamabad Reports to: Head of Engagement Experience: 2 - 4 Years of Experience

About The Role

At Mohsyn, our promise is simple: when our clients can't be there for their families in Pakistan, we can.

But making that promise is the easy part. The real work is making sure it is delivered — consistently, thoughtfully, and without the client having to chase us for it.

We're looking for a Key Account Manager (KAM) who will take end-to-end ownership of a portfolio of Mohsyn families and become the person who always knows what is happening across their account.

This is not a conventional account-management role built around periodic calls and relationship maintenance.

Your primary responsibility is to protect the quality of the Mohsyn experience.

You’ll actively monitor whether doctor visits happened when promised, whether physiotherapy sessions are being delivered properly, whether lab investigations were followed through, whether a field request was completed, whether an emergency was handled appropriately, and whether anything is falling through the cracks between teams.

If something isn’t right, ideally you should know before the client does.

At the same time, you’ll build meaningful relationships with overseas family members and the beneficiaries we care for in Pakistan. You’ll understand their medical needs, household circumstances, communication preferences, routines, concerns, and the little personal details that turn Mohsyn from a service provider into someone the family genuinely trusts.

From onboarding and ongoing engagement to escalations, service recovery, renewals, and eventually offboarding, you own the complete client journey.

The standard we’re aiming for is simple: Nothing important should happen in your accounts without you knowing about it.

What You’ll Do

Service Quality & Delivery Assurance

• Actively monitor the quality and completion of services being delivered across your assigned client portfolio.
• Verify that doctor visits, physiotherapy sessions, psychology sessions, lab coordination, medication delivery, emergency response, field visits, and other client services happen as committed.
• Don’t assume a service happened simply because it was assigned — verify delivery, quality, documentation, and closure.
• Identify delays, service gaps, missed commitments, or quality concerns and intervene before the client has to raise them.
• Follow up with Medical, Operations, Field Support Officers, City Operations, vendors, and other teams until outstanding actions are properly resolved.
• Review recurring service issues and help identify the underlying reasons rather than repeatedly treating individual symptoms.
• Ensure the experience being delivered on the ground consistently matches what Mohsyn has promised the family.

End-to-End Account Ownership

• Own the complete lifecycle of assigned accounts, from onboarding and orientation through ongoing service delivery, renewals, and offboarding.
• Develop a complete understanding of every family under your portfolio rather than relying only on individual service requests.
• Maintain visibility over active services, upcoming requirements, unresolved issues, follow-ups, important dates, engagement levels, and potential risks.
• Ensure actions agreed with clients are translated into clear internal ownership and followed through to completion.
• Regularly review your portfolio and identify accounts requiring additional attention.
• Maintain enough awareness of each account that you are never unexpectedly learning about a major issue from the client.
• Act as the internal owner of the client relationship, even when execution involves multiple departments.

Client Relationships & Proactive Communication

• Build long-term, trusted relationships with overseas family members and the beneficiaries Mohsyn supports in Pakistan.
• Become a trusted advisor, not simply the person clients contact when something goes wrong.
• Conduct regular, proactive client check-ins rather than waiting for a request, complaint, or renewal conversation.
• Provide families with meaningful updates about relevant services, wellbeing, pending actions, and important developments.
• Understand each family’s preferred communication style, frequency, and level of detail.
• Remember the things that matter to clients — preferences, routines, birthdays, anniversaries, important family occasions, and personal circumstances.
• Work with the Engagement team on thoughtful touchpoints, wellness initiatives, activities, and other opportunities to make clients feel genuinely remembered and cared for.
• Ensure that clients never feel forgotten simply because everything appears to be going well.

Client Profiling & Understanding

• Maintain a comprehensive, continuously updated profile for every client and beneficiary under your portfolio.
• Develop an understanding of relevant medical history, family structure, emergency contacts, communication preferences, lifestyle, emotional considerations, household routines, cultural considerations, important dates, likes, dislikes, and service preferences.
• Ensure critical information is accurately recorded and accessible to relevant members of the clinical and field teams.
• Update client profiles as circumstances, health requirements, preferences, or family dynamics change.
• Use this understanding to anticipate needs and personalise the Mohsyn experience.
• Maintain profiles at a level where another authorised team member could step in when necessary without making the family feel as though Mohsyn has forgotten who they are.

Client Health & Engagement Monitoring

• Monitor patterns across your portfolio rather than looking at individual interactions in isolation.
• Track service utilisation, missed visits, declining engagement, vulnerable beneficiaries, recurring issues, and high-risk accounts.
• Recognise when a previously engaged client suddenly becomes quiet or stops using services.
• Treat declining engagement as an early signal requiring investigation, rather than simply another metric to report.
• Work with Medical, Operations, and Engagement teams to recommend appropriate interventions where required.
• Review high-risk accounts regularly and ensure agreed actions are progressing.
• Remain particularly attentive to elderly or vulnerable beneficiaries whose changing circumstances may require additional support.

Escalation & Service Recovery

• Take ownership of client complaints and service failures from the moment they are identified until the client genuinely considers them resolved.
• Coordinate resolution of issues involving medical concerns, delayed visits, service failures, billing, vendors, communication gaps, field execution, or other parts of the Mohsyn experience.
• Remain calm and resourceful when handling emotionally sensitive or high‑pressure situations.
• Determine the right internal stakeholders, escape quick where necessary, and maintain momentum until closure.
• Keep clients appropriately informed during resolution rather than leaving them uncertain about what is happening.
• Document the issue, root cause, actions taken, and final resolution.
• Identify recurring patterns and recommend process improvements to prevent similar failures.
• Treat service recovery as an opportunity to rebuild trust, not simply close a complaint.

Internal & Clinical Coordination

• Work closely with Family Care Physicians, specialists, physiotherapists, psychologists, Field Support Officers, Medical, Engagement, Operations, Finance, City Leads, vendors, and other relevant teams.
• Make sure information moves effectively between teams and important client requirements don’t disappear between departmental boundaries.
• Translate client requirements into clear internal actions, ownership, and follow‑ups.
• Maintain awareness of ongoing clinical and operational activities related to your accounts.
• Coordinate appropriately with clinical professionals while respecting clinical decision‑making boundaries.
• Bring together the right people when a client’s situation requires multidisciplinary support.
• Represent the client’s perspective internally, including when doing so requires challenging an existing process or raising an uncomfortable service‑quality concern.
• Build credibility with internal teams so your assessment of a client’s situation is trusted and acted upon.

Client Retention & Renewals

• Take active ownership of client retention and renewals across your portfolio.
• Identify accounts showing early signs of dissatisfaction, declining engagement, reduced utilisation, or other churn risks.
• Understand why an account may be at risk rather than waiting until the family decides to cancel.
• Develop appropriate recovery actions through improved service delivery, personalised engagement, additional support, or other relevant interventions.
• Conduct renewal conversations proactively and ensure clients clearly understand the value Mohsyn is providing.
• Work cross‑functionally to resolve issues that could negatively affect long‑term client relationships.
• Treat retention as something earned throughout the client lifecycle, not something addressed only when renewal becomes due.

Feedback, CRM & Reporting

• Maintain accurate and timely records of client interactions, commitments, follow‑ups, escalations, preferences, service issues, and action items.
• Ensure CRM and client profiles remain current rather than being reconstructed immediately before a review.
• Collect structured feedback following relevant doctor consultations, therapy sessions, events, emergencies, and other important interactions.
• Monitor satisfaction patterns and identify recurring themes across your accounts.
• Turn feedback into recommendations for Medical, Operations, Engagement, and other teams.
• Track open actions and ensure commitments are closed within agreed timelines.
• Prepare portfolio updates and highlight service‑quality concerns, high‑risk accounts, retention risks, and improvement opportunities to leadership.

What We’re Looking For

Must Have

• Relevant 2- 4 Years of experience in key account management, customer success, relationship management, client experience, service operations, healthcare coordination, hospitality, or another high‑touch service environment.
• Strong relationship‑building ability and the emotional intelligence to work with clients from different backgrounds, ages, and circumstances.
• Exceptional ownership — you naturally want to know what’s happening rather than waiting for someone to update you.
• Strong quality‑assurance mindset and the willingness to verify rather than assume.
• Excellent written and verbal English communication skills, particularly given regular interaction with overseas Pakistani families.
• Strong stakeholder‑management skills and comfort coordinating across multiple internal and external teams.
• Ability to work effectively with doctors and other healthcare professionals without needing to be a clinician yourself.
• Strong organisation and follow‑through across multiple concurrent accounts, commitments, and deadlines.
• Ability to handle complaints and difficult conversations calmly, professionally, and empathetically.
• Strong problem‑solving skills and the resourcefulness to navigate situations where the obvious solution isn’t available.
• High levels of integrity and discretion when handling sensitive medical, financial, family, and household information.
• Comfortable working with CRM systems, structured client records, dashboards, and digital communication tools.
• Analytical enough to recognise patterns in client behaviour, utilisation, satisfaction, and engagement.
• A proactive mindset — you don’t wait for a problem to become a complaint before acting.

Nice to Have

• Previous experience in healthcare, home healthcare, elder care, concierge services, hospitality, premium customer service, customer success, or another high‑trust service business.
• Experience managing premium, high‑value, or long‑term client relationships.
• Exposure to overseas or international clients.
• Experience coordinating across clinical and non‑clinical teams.
• Experience managing customer retention, renewals, or churn.
• Experience with service‑quality audits, customer experience measurement, CSAT, NPS, or similar metrics.
• Exposure to incident management, service recovery, or escalation handling.
• Experience working in a startup or rapidly scaling service organisation.
• Familiarity with CRM, customer‑success, ticketing, or service‑management platforms.
• Comfort using AI and automation tools to improve account management, reporting, follow‑ups, and client insights.

Education

Bachelor's degree in Business Administration, Management, Psychology, Communications, Hospitality, Healthcare Management, Social Sciences, or another relevant discipline from a recognised institution.

For this role, however, your degree matters considerably less than your ability to understand people, manage complexity, and take ownership.

We’re looking for someone who can earn the trust of an overseas family, coordinate confidently with a doctor, challenge a service failure internally, remember what matters to an elderly client, and still maintain the discipline to ensure every follow‑up is documented and completed.

The Kind of Person Who’ll Thrive Here

Caring. Switched‑on. Disciplined. Curious. Resourceful. Proactive. Trustworthy. Relentless about follow‑through.

You’re naturally interested in people.

You remember details others forget.

When someone tells you it’s been handled, your instinct is to make sure it actually has been.

You don’t wait for a client to become unhappy before wondering whether something is wrong.

If an elderly client suddenly stops using a service they regularly used, you notice.

If a doctor visit was promised but the documentation hasn’t appeared, you ask why.

If an issue gets passed between three departments, you don’t become the fourth person to pass it along.

You stay with it until it’s resolved.

You’re also comfortable speaking with very different kinds of people — an overseas executive, an elderly parent, a doctor, a Field Support Officer, a vendor, or a member of the leadership team.