Job Role B2B Account Management / AMR – Structure & Operations

Function: B2B Account Management / Customer Service

Location: Gurgaon

Shift: Night Shift – WFO

About Group Bayport:-

Group Bayport is a rapidly growing global e-Commerce B2B2C, B2B and B2C organization that has re-defined the business of delivering high-quality custom products through a unique blend of cutting-edge digital technologies, robust manufacturing capabilities, and global supply chain. An industry leader in print technology, Group Bayport operates in the United States, Canada, Australia, New Zealand, UK, and India through its family of brands – BannerBuzz, Covers & All, Vivyx Printing, Circle One, Giant Media, and Neon Earth. From full suites of trade show and small business marketing solutions to sophisticated outdoor living covers, signages and shades to eclectic personal accents and home decor, we help our customers, clients, and partners to make a personalized statement through customization.

While our advanced technology and customer focus are certainly our salient attributes, our true strength comes from our team of 1800+ people. We are seeking exceptional talent across the board to join us in our exciting growth journey.

While our advanced technology and customer focus are certainly our salient attributes, our true strength comes from our team of 1800+ people. We are seeking exceptional talent across the board to join us in our exciting growth journey.

For more about Group Bayport, please visit Website: https://groupbayport.com/about-us/LinkedIn: https://www.linkedin.com/company/groupbayport/mycompany/

Role Overview

We are looking for an experienced B2B Customer Service / Account Management / Key Account Management professional who can support the development and establishment of a structured Account Management Representative (AMR) function for the B2B business The selected individual will work closely with business leadership to understand the existing B2B customer management model and help carve out a clearly defined AMR structure, roles, responsibilities, account ownership, operating processes, service standards, escalation mechanisms, and day-to-day ways of working.

This role requires strong hands-on experience in managing B2B customers and key accounts, along with the ability to translate practical account management experience into a structured and scalable operating framework.

Key Responsibilities

- Review the existing B2B customer and account management setup.
- Help identify the right people/resources required for the AMR function.
- Define clear roles, responsibilities, and account ownership.
- Define the day-to-day AMR operating framework. X
- Establish structured customer communication and escalation mechanisms.




- Support the implementation of the initial AMR structure on priority, with a target to establish the core framework within the current month.

B2B Account & Customer Management

- Bring hands-on experience in managing B2B customers, strategic accounts, and key accounts.
- Understand customer requirements, service expectations, and business priorities.
- Establish structured account ownership and customer engagement mechanisms.
- Support effective management of customer requirements, queries, escalations, and ongoing business relationships.
- Help improve customer engagement, retention, service quality, and overall account experience.
- Develop a proactive approach toward account health and customer relationship management.

AMR Structure & Process Development

- Work closely with business leadership to develop and establish the B2B AMR operating structure.
- Assess the existing customer management process and identify gaps in ownership, communication, and execution.
- Define clear AMR roles and responsibilities.
- Help identify appropriate resources for the AMR structure based on business and customer requirements.
- Establish account segmentation and ownership models.
- Define clear handoffs between Sales, Account Management, Operations, Production, Finance, Logistics, and other support functions.

KRA, KPI & Performance Framework

- Develop measurable KRAs and KPIs for the AMR function.
- Define performance measures around areas such as:
- Customer response time
- Resolution turnaround time
- SLA adherence
- Customer satisfaction
- Escalation management
- Account retention
- Account health
- Customer engagement
- Establish structured reporting and account review mechanisms.
- Support leadership with relevant customer and account performance insights

Customer Service & Escalation Framework

- Establish a structured process for managing B2B customer queries and escalations.
- Define clear escalation levels, ownership, and expected turnaround timelines.
- Identify recurring customer issues and work with cross-functional teams to develop sustainable solutions.
- Drive proactive communication and structured follow-ups with customers.
- Help establish consistent service standards across the B2B customer journey.

Stakeholder & Cross-Functional Coordination

- Partner closely with Sales, Operations, Production, Finance, Logistics, and other relevant functions.




- Execute structured communication between customer-facing and operational teams.
- Ensure clarity of ownership across different stages of the customer journey.
- Support the business in resolving cross-functional gaps impacting customer experience.
- Provide leadership with insights on account performance, customer concerns, escalations, and improvement opportunities

Required Experience & Skills

- Graduate with preferably 3–6+ years of relevant professional experience.
- Strong hands-on experience in one or more of the following:
- B2B Customer Service
- B2B Account Management
- Key Account Management
- B2B Client Servicing
- B2B Customer Success
- Prior experience managing business customers and complex account requirements.
- Strong understanding of customer lifecycle management, account ownership, escalation management, and service delivery.
- Experience working with multiple internal stakeholders and cross-functional teams.
- Ability to understand existing processes, identify gaps, and convert them into structured operating frameworks.
- Strong communication, stakeholder management, analytical, and problem-solving skills.
- High ownership with the ability to work independently in an evolving business environment.

Preferred Profile Candidates who have previously worked in a structured B2B Account Management / Key Account Management / Customer Service environment and have experience in establishing, improving, or scaling account management processes will be preferred. Experience in defining roles and responsibilities, customer ownership models, escalation frameworks, or account management structures will be an added advantage.

Key Deliverables The person selected for this role will be expected to support the business in developing:

- A clearly defined B2B AMR structure
- Identification of appropriate people/resources for the AMR function
- AMR roles and responsibilities
- Account ownership framework
- Customer management processes
- KRAs and KPIs
- Service standards and SLAs
- Customer escalation framework
- Account review mechanisms
- Cross-functional operating model
- Reporting and performance tracking mechanisms
- Day-to-day AMR operating framework

Success Measures

- Establishment of a structured AMR operating model
- Transparent identification of AMR ownership and responsibilities
- Defined KRAs, KPIs, and service standards
- Improved B2B customer management processes
- Stronger customer communication and escalation mechanisms
- Improved coordination between Account Management and internal stakeholders
- Increased clarity and accountability across the B2B customer journey
- Overall improvement in B2B customer experience and account management effectiveness

📌 B Account Management Representative (Gurugram)
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📍 Gurugram