Responsibilities
The Key Account Manager (KAM) is responsible for developing and maintaining strategic relationships with Airtel Business’s largest and most influential enterprise and public sector customers. This role is pivotal in delivering growth, ensuring long-term retention, and driving high-value solution sales across the fixed and mobile portfolio. The KAM will lead account planning and development efforts to expand wallet share while ensuring superior customer experience and commercial performance.
- Serve as the primary point of contact for a defined portfolio of large and strategic accounts across private and / or public sector institutions.
- Develop and execute detailed Account Development Plans (ADPs) for each assigned customer, with clear growth, retention, and penetration objectives.
- Build strong, trusted advisor relationships with senior customer stakeholders, anticipating their evolving needs and proposing relevant Airtel Business solutions.
- Drive end-to-end solution selling across Fixed Data, Mobility, SD-WAN, Cloud, ICT, NaaS, and Managed Services.
- Own commercial performance for each account, including revenue, churn, net adds, ARPU, and payment collections.
- Coordinate internal stakeholders (Presales, Networks, Product, Finance, Customer Experience) to deliver seamless service and customized solutions.
- Maintain accurate sales forecasts and pipeline visibility using Salesforce and other tools.
- Revenue Growth and Retention.
- Account Development Planning (ADPs).
- Sales Execution & Pipeline Management.
- Customer Experience & Satisfaction.
- Track account health and satisfaction, ensuring swift resolution of pain points and promoting positive NPS/CSAT outcomes.
Qualifications
- Bachelor’s degree in Business, Marketing, IT, or related field.
- MBA or relevant certification is an added advantage.
- 5+ years’ experience in B2B sales, enterprise relationship management, or key account management.
- Proven track record of meeting/exceeding sales targets in a competitive and complex customer environment.
- Prior experience in Telecom, ICT, or B2B services is an added advantage but not mandatory.
- Strong commercial acumen with deep customer-centricity.
- Ability to engage and influence senior stakeholders.
- Excellent communication, negotiation, and presentation skills.
- Highly structured, organized, and analytical.
- Solution-oriented with strong problem-solving ability.
- Cross-functional collaboration and team alignment.
- Adaptability and self-drive in a fast-paced environment.
