Key Account Manager at Picup

You want to 

Key Responsibilities: 

Leadership & Team Management

• Lead and develop a team of Account Managers, ensuring they are proactive, engaged, and aligned with business goals.
• Implement and oversee client accounts coverage schedule to ensure continuous escalations support (7 days a week, 08:00 - 21:00).
• Foster a high-performance culture focused on problem-solving, client success, and operational efficiency. 

Client Success & Relationship Management

• Own and enhance key client relationships, ensuring high satisfaction and proactive issue resolution.
• Work closely with clients to understand their needs, identify pain points, and implement solutions that drive value.
• Oversee and manage client escalations, ensuring timely and effective resolutions. 

Operational Excellence & Process Improvement

• Establish best practices in account management and client service operations.
• Work cross-functionally with operations, product, and sales teams to optimise service delivery.
• Use data and client feedback to improve internal processes, enhancing efficiency and client experience. 

Performance & Reporting

• Define and track KPIs for client success and operational performance (e.g., SLAs, response times, retention rates).
• Provide regular reports and insights to senior leadership, identifying trends, risks, and opportunities.
• Continuously evaluate and refine strategies to drive growth, efficiency, and client retention. 

You have 

• 5+ years’ experience in client operations, account management, or customer success. 
• Proven people management experience, with the ability to build and lead high-performing teams. 
• Strong problem-solving and strategic thinking skills, especially in high-pressure environments. 
• Exceptional communication and relationship-building abilities. 
• Ability to structure and manage a 7-day client support schedule efficiently. 
• Experience in logistics, e-commerce, or last-mile delivery is a plus.