Key Account Manager

1. Job Summary:

The Key Account Manager is responsible for managing company’s strategic client portfolio, ensuring high client satisfaction, and maximizing business opportunities. The role combines relationship management, operational oversight, and proactive problem-solving, acting as the main point of contact for assigned clients while coordinating internal teams to ensure seamless service delivery and performance excellence.



2. Key Responsibilities:

Client Relationship Management

Maintain and strengthen long-term relationships with assigned clients and partners.

Foster existing and new client relationships with key decision makers and influencers within client organizations.

Understand client business objectives and anticipate needs to provide tailored solutions.

Ensure client expectations are clearly understood internally and delivered consistently.



Account Planning & Growth

Develop and implement account plans to drive revenue growth and identify new business opportunities.

Identify upselling, cross-selling, and service improvement opportunities.

Monitor account performance against targets and provide actionable insights to management.

Represent company professionally in meetings, presentations and client visits.

Support contract negotiations, renewals and commercial discussions as required.



Operational Oversight & Problem Solving

Oversee sales quotation to meet client’s expectation technically and commercially.

Follow up and coordinate with Operations and other internal teams to ensure smooth service delivery and high customer satisfaction.

Address operational or service issues, implementing solutions promptly, while keeping management informed of critical escalations.

Take accountability in resolving client challenges and ensuring timely follow-ups.



Reporting & Communication

Provide regular account updates, performance reports, and forecasts to management.

Maintain accurate client records, including contact details, service history, and requirements.

Act as the primary point of contact for any account related issues or complaints.

Communicate client feedback and market insights to internal teams for continuous improvement.



3. Authority

Authority to verify quotations subject to management’s approval

Authority to make operational and service level decisions within the scope of assigned accounts.



4. Requirement & Qualification Education:

Bachelor’s Degree in Business, Sales, Marketing, or related field.



Experience:

3 - 5 years in account management, sales, or client relationship roles.

Proven experience managing key accounts and driving client satisfaction.

Track record of proactive problem-solving and operational coordination.



Languages:

Strong command in Bahasa Malaysia and English. Mandarin proficiency is an added advantage.



Technical Knowledge:

Familiarity with CRM systems and Microsoft Office applications.

Strong understanding of operational workflows and client service delivery.



5. Preferred Skills & Competencies:

Strong relationship-building and client engagement skills

Strategic account planning and execution ability

Excellent problem-solving, decision-making, and accountability

Leadership skills to coordinate internal teams and influence outcomes

Effective communication, negotiation, and presentation skills

Ability to work under pressure while maintaining high client satisfaction