Kapture CX - Key Account Manager

Job Title: Key Account Manager

Location : Gurgaon, Bangalore (Work from Office)

Company Overview:

Founded in 2014 in Bangalore, Kapture is a leading SaaS company specializing in a sophisticated customer support automation platform.

- Our all-encompassing solution caters to clients across the globe, with a strong presence in industries such as retail, travel, BFSI, consumer durables, and the energy sector.

Complementing our offerings, we provide a robust customer feedback management platform.

With strategic offices in key locations including Bangalore, Mumbai, Delhi, Jakarta, UAE, Riyadh, Philippines, and Florida, Kapture is on a dynamic trajectory of global expansion.

Responsibilities:

- Accountability for Growth: Take charge of driving growth within the existing customer base, aligning with customer needs and recommending new solutions and services.

- Execute on upgrade sales and manage sales cycles, negotiating contracts to drive growth while ensuring alignment with technical support requirements.

- Retention Strategy: Develop and execute proactive customer management strategies, particularly emphasizing technical support, to build relationships and support retention for existing Kapture Cx accounts.

- Identify at-risk renewals, collaborate with internal teams to secure them, and ensure customer satisfaction and long-term retention.

- Customer Satisfaction Management: Act as a primary escalation point for accounts, collaborating across departments to promptly resolve technical issues.

- Document problem descriptions in detail, record action steps taken, and proactively build highly satisfied and reference able customers by ensuring seamless technical support experiences.

- Cultivate and nurture trusted relationships with key clients, focusing on technical support needs and requirements for big-ticket clients, acting as their advocates within the organization for a long-term

- Gain a thorough understanding of key customer technical requirements and effectively communicate them to internal teams.

- Drive repeat transactions and minimize churn, particularly by addressing technical concerns and providing effective technical support solutions.

- Serve as the primary liaison between key customers and internal technical support teams, ensuring clear communication and issue resolution.

- Prepare regular progress reports and forecasts using key technical support metrics, aligning them with overall account management objectives.

- Collaborate closely with technical support teams to defend and grow client revenue, identifying opportunities for technical upsells and cross-sells.

- Liaise with key decision-makers to identify new technical support opportunities and enhance existing technical support services.

- Ensure timely resolution of technical issues and provide proactive technical support solutions to enhance client satisfaction.

- Conduct monthly business reviews, documenting technical support activities and communication, and identifying areas for improvement.

- Ensure timely receipt of payments against technical support services rendered and conduct thorough competition mapping in the technical support landscape.

Requirements:

- 2-5 years of experience (Including pre & post MBA) in Business Development and sales, with a focus on B2B Key Account Management and technical support management.

- Experience in Platform Sales across industries such as Customer Experience Management, SaaS platforms, CRM, or related fields, with a strong understanding of technical support requirements.

- Excellent presentation skills and experience in Key Account Management, with a particular emphasis on technical support.

- Exceptional written and verbal communication skills, with the ability to communicate technical concepts effectively.

- Ability to work under pressure and a track record of delivering targets, especially in technical support environments.