Key Account Manager

DTDC Express Limited · Gurugram, India

We are #hiring for Manager Key Accounts at DTDC Express Limited

Title: Key Account Manager (KAM)

Job Description:

As a Key Account Manager (KAM) in the Ecommerce Vertical, your primary focus involves

managing and nurturing client relationships, increasing the Share of Wallet, and facilitating

seamless collaboration across internal teams. Additionally, you'll cultivate positive client

experiences, ensuring strong business retention while actively seeking growth opportunities.

This role requires outstanding communication skills, swift responsiveness, and a steadfast

commitment to delivering excellent service support. Handling high-profile enterprise accounts,

your role significantly influences maintaining and strengthening our firm's relationships with

these clients.

Key Responsibilities:

▪ Manage and nurture client relationships within the Ecommerce Vertical, focusing on

increasing Share of Wallet and ensuring client satisfaction.

▪ Collaborate seamlessly with internal teams to address client needs promptly and

efficiently.

▪ Develop a comprehensive client success roadmap outlining the entire client experience

across various touchpoints, including the client engagement model, service precision, and

SOP management.

▪ Regularly conduct weekly/monthly business reviews with clients, emphasizing and

enhancing the service delivery experience.

▪ Escalate and resolve client-raised concerns promptly and effectively.

▪ Monitor performance against service level agreements, identifying and addressing

potential issues for timely resolution.

▪ Maintain exceptional service quality, consistently exceeding client expectations at every

touchpoint.

▪ Manage enterprise-level accounts with reputed brand names, understanding their

business potential and ensuring the firm's strong association with these clients.

▪ Act as a liaison between the logistics firm and clients, ensuring effective communication

and a deep understanding of their logistics needs.

▪ Collaborate closely with the Sales and Operations teams to align strategies and ensure

seamless service delivery.

▪ Regularly assess established Key Performance Indicators (KPIs) and provide strategic

insights and recommendations to optimize logistics processes and enhance client

satisfaction.

▪ Proactively identify opportunities for growth and improvement within client accounts,

striving to maximize their value and partnership with the firm by upselling and cross-

selling.

▪ Prepare and deliver comprehensive reports on key account performance to internal

stakeholders, offering valuable insights and actionable recommendations for further

improvement.

• Interested candidates can share resume at