Key Account Manager

Responsibilities

• Act as the single point of contact for identified customer accounts within the organization.
• Drive budgeted revenues and gross margins through deep selling and cross-selling of products and services.
• Define the scope of services and establish KPIs to measure service delivery quality.
• Develop and implement Standard Operating Procedures (SOPs) for each service, ensuring alignment between product heads and customers.
• Train and drive customer service executives to ensure service delivery meets all agreed-upon KPIs.
• Identify opportunities for service expansion and manage the process through to commercial agreement closure.
• Serve as the primary escalation point for service issues that are not resolved by individual product or operations teams.
• Manage the renewal of contracts and commercial terms at regular intervals.
• Conduct regular KPI reporting, performance analysis, and monthly/quarterly reviews with customers.
• Ensure total customer satisfaction and timely resolution of all outstanding issues.

Requirements

• 10+ years of professional experience, with a preference for relevant industry experience.
• Graduate degree; a Post Graduate degree or MBA is preferred.
• Proven negotiation and selling skills.
• Strong customer service orientation and achievement orientation.
• Ability to drive initiative, work effectively in teams, and demonstrate resilience.
• Strong process orientation and ability to manage complex service delivery frameworks.

About the Company

For over 40 years, cargo-partner has flourished in the logistics industry, delivering unparalleled service to clients worldwide. As an end-to-end info-logistics provider, we offer a comprehensive portfolio of air, sea, land transport, and warehousing services. Now part of the Nippon Express Group, we are a top 5 global player focused on information technology and supply chain optimization to empower businesses in a fast-paced world.