Shiprocket - Key Account Manager (2-7 Yrs) Gurgaon/Gurugram (After-Sales/Customer Service)

Required Skills & Qualifications:- Bachelor s degree or equivalent experience in Business, Communication, or a related field.- 3 years of experience in Account Management, Customer Success, or Support roles, preferably in a SaaS or tech environment.- Proven track record of managing high-profile or enterprise accounts.- Strong problem-solving skills and ability to remain calm under pressure.-Excellent communication, negotiation, and interpersonal skills.
-Familiarity with support tools (e.g., Zendesk, Salesforce, Intercom) and ticketing systems.- Ability to work collaboratively across teams (Support, Product, Sales, etc.).Key Responsibilities:Account Management:- Act as the primary point of contact for assigned key accounts, understanding their business needs and aligning them with our solutions.Support Oversight:Monitor and manage support ticket queues for key accounts, ensuring timely responses, escalations, and resolutions in coordination with support teams.Issue Resolution:- Take ownership of complex or high-impact client issues, working cross-functionally to ensure swift and effective resolution.Customer Retention:- Identify risks and develop action plans to address client concerns and increase satisfaction and loyalty.Client Communication:- Provide regular updates and communication to clients on ticket progress, product updates, and service improvements.Reporting & Feedback:- Track support trends and customer pain points. Share insights with internal teams to influence product, support, and operational improvements.Relationship Building:- Foster long-term partnerships through regular check-ins, business reviews, and a deep understanding of client goals. (ref:updazz.com)

Payroll Type : Permanent