Role Overview
We are looking for a sharp, relationship-driven Key Account Manager to own and grow our most valuable client partnerships. You will be the single point of accountability for a portfolio of key accounts — driving renewals, upsells, and ensuring clients extract maximum value from Superbot’s AI communication stack. This role sits at the intersection of sales, product, and delivery — you’ll need commercial instincts paired with enough technical fluency to consult on bot strategy and deployment outcomes.
Key Responsibilities
- Own end-to-end relationship management for a portfolio of 15–25 key accounts, serving as the primary point of contact for CXOs, IT heads, and department leads.
- Drive revenue growth through renewals, upsells, cross-sells, and expansion into new use cases (voice bots, WhatsApp bots, chat widgets, outbound campaigns).
- Conduct regular business reviews (QBRs) with clients, presenting ROI metrics, usage analytics, and actionable recommendations to deepen platform adoption.
- Collaborate with the Prompt Engineering and Bot Deployment teams to ensure client bots are optimised for conversion, CSAT, and operational goals.
- Act as the voice of the customer internally — channel feedback to Product, Engineering, and Leadership to shape roadmap priorities.
- Identify at-risk accounts early, build and execute retention playbooks, and maintain a net revenue retention rate above target.
- Support pre-sales efforts for strategic prospects by contributing to solution design, demos, and proposal narratives.
- Maintain accurate pipeline, forecast, and account health data in CRM (HubSpot/Salesforce).
- Stay current on competitive landscape, industry trends in conversational AI, and regulatory shifts relevant to client verticals.
Requirements
- Minimum 1 year of experience in Key Account Management, Client Success, or Sales in a SaaS / AI / CPaaS / EdTech environment.
- Strong commercial acumen — comfortable with P&L conversations, pricing negotiations, and contract structuring.
- Excellent communication skills in English and Hindi; ability to engage confidently with senior stakeholders.
- Familiarity with AI/ML concepts, chatbot/voicebot platforms, or CPaaS ecosystems (Twilio, Gupshup, Tata Tele, etc.) is a strong plus.
- Hands-on experience with CRM tools (HubSpot, Salesforce) and comfort with data-driven account planning.
- Self-starter who thrives in a fast-paced, evolving product environment and can context-switch across verticals.
Shubham Vishwakarma
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