Key Account Manager

**Company**:
A well-established brand with a global strategy, that prides itself on making people’s lives easier through frontier technology that creates enabling opportunities.

**Culture**:
At FLASH, we realise that “the way we do things around here” drives our business and enables us to achieve our purpose of “Making People’s Lives Easier”. Our 3 values are the drumbeat of our business:

- We are all in
- We have each other’s backs
- We are brave

These values help us to make our People’s lives easier by creating a culture where people come to work because it’s a place where they can engage in meaningful work, in a supportive environment where they can be the best version of themselves and achieve the remarkable

**Job Role**:
As a **Key Account Manager** you will maintain, grow and enhance good relations with existing Flash clients so as to properly manage internal accounts as well as be responsible for all administration related to the accounts.

**Responsibilities**:
1. Account Execution & Growth

- Support the development and execution of account plans under guidance from senior KAMs.
- Manage a portfolio of mid-tier clients with moderate revenue potential.
- Identify and pursue upselling/cross-selling opportunities within accounts, escalating strategic leads where appropriate.

2. Client Relationship Development

- Build and maintain strong working relationships with mid-level client stakeholders.
- Act as the primary point of contact for client queries, escalations, and regular business reviews.
- Conduct routine check-ins to ensure clients’ operational needs are met.

3. Customer Retention & Service Excellence

- Monitor customer satisfaction through feedback and service-level tracking.
- Act promptly on service issues by coordinating with cross-functional teams to implement resolutions.
- Support initiatives that improve client experience and retention metrics.

4. Cross-Functional Coordination

- Collaborate with operations, customer support, finance, and product delivery teams to ensure seamless execution of client deliverables.
- Coordinate with the marketing team to deliver promotional campaigns or joint initiatives.

5. Revenue Performance & Portfolio Management

- Track client usage, performance, and commercial KPIs to identify gaps or opportunities.
- Assist with contract renewals, pricing discussions, and commercial terms in collaboration with senior managers.
- Work with finance to monitor account status and address billing queries.

6. Market Awareness

- Stay informed of product developments, competitor moves, and general retail trends.
- Share relevant insights with senior KAMs and contribute to internal discussions on account strategy improvements.

7. Reporting & Insights

- Maintain accurate records of client activity, contract status, and pipeline opportunities in CRM tools.
- Contribute to monthly or quarterly reporting cycles on account health, risks, and successes.

**Requirements**:

- 3+ years of experience in key account management, preferably in fintech, SaaS, or the technology sector.
- Proficient in using CRM platforms for managing pipelines, tracking interactions, and maintaining accurate client records.
- Solid understanding of fintech products and services, with working knowledge of digital payment systems and B2B financial platforms.
- Familiarity with project management tools (e.g. Asana)
- Comfortable interpreting basic financial reports to track revenue performance, deal profitability, and client trends.

**Competencies / Attributes**:

- Client Relationship Management: Proactively builds and maintains trust-based relationships with stakeholders at client organisations.
- Commercial Acumen: Understands client commercial drivers and identifies opportunities for account growth and value delivery.
- Problem Solving: Anticipates issues, proposes solutions, and engages cross-functional teams to resolve client challenges efficiently.
- Influence & Persuasion: Knows how to get buy-in from others by clearly explaining client needs and working with different teams to make things happen.
- Operational Execution: Manages multiple client deliverables smoothly with strong process orientation and task ownership.
- Emotional Intelligence: Recognises interpersonal dynamics and responds with tact, empathy, and self-awareness.
- Initiative: Takes ownership beyond assigned tasks by suggesting improvements and driving smaller-scale initiatives.
- Data-Driven Thinking: Uses performance data and client insights to inform conversations, recommendations, and reporting.