Key Account Manager
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Job Description
The Key Accounts Manager (KAM) at Pasos al Éxito (PAE) is responsible for developing and executing the strategy to provide exceptional service to PAE’s most valuable clients. Through data analysis, proactive attention to client needs, and collaboration with cross-functional teams, this leader drives customized solutions that enhance the overall client experience, ensuring retention, engagement, and loyalty while identifying account expansion opportunities. The Key Accounts Manager plays a fundamental role in delivering outstanding results for both clients and PAE.
Essential Duties
- Serve as the primary point of contact for all matters related to Key Account client concerns and needs: Millonarios, Ingresos, and White Label
- Follow up on key accounts: Ensure presence, scheduling, and coordination of support sessions within these programs to guarantee continuous support
- Monitor and maintain the KPIs for the Key Accounts area
- Maintain client records: Update client information and track interactions in the company’s CRM system
Responsibilities
- Develop and execute strategies to improve the PAE Key Account client experience across all touchpoints (online, in-person, phone, etc.)
- Conduct research on client expectations and needs using surveys, focus groups, and data analysis
- Report client experience performance and trends to senior management, proposing solutions and improving processes
- Manage and maintain customer relationship management (CRM) systems and other technological tools related to client experience
- Uphold and embody PAE’s mission, vision, and values
KEY ACCOUNTS KPIs
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- First Response Time (FRT)
- Resolution Time
- Additional Sales / Cross-Selling Rate
- High-Value Account Revenue Growth (Upselling/Cross-Selling)
- Churn Rate
Requirements
- Bachelor’s degree in Business Administration, Marketing, Psychology, Communication, or a related field (Master’s preferred)
- Proven ability to manage high-value client relationships, achieving outstanding results in customer satisfaction
- Strong leadership skills with hands-on experience
- Excellent communication, negotiation, and interpersonal skills
- Demonstrated ability to work cross-functionally and lead initiatives across teams.
- Proficiency in CRM technologies, marketing automation platforms, and other client relationship management tools
- Strategic mindset with the ability to make data-driven decisions
- Fluency in English is required
- On site position only
Benefits
- Very competitive salary
- Opportunity for professional growth
- Participation in innovative and challenging projects
