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Job Title: Senior Manager – Key Account Management (SME Retention & Growth)

Location: Naraina Vihar, Recent Delhi

Employment Type: Full-Time | On-site

CTC: ₹10–15 LPA

Reporting To: Founders / Management

Role Overview

Xportel is seeking an experienced and customer-centric Senior Manager – Key Account Management (SME Retention & Growth) to lead the retention and account growth function for its SME customer base across India.

This role will be responsible for managing post-sales customer relationships, driving retention, minimizing churn, increasing wallet share, and leading a team of Key Account Managers. The ideal candidate will have strong experience in logistics, freight forwarding, customer success, account management, and team leadership.

Key Responsibilities

- Lead the customer retention and account growth strategy for SME customers across India.
- Manage, mentor, and drive performance of the Key Account Management team.
- Ensure smooth transition and onboarding of customers from the Sales team to the Account Management team.
- Develop and maintain strong relationships with key customers and act as the escalation point for critical issues.
- Drive customer engagement, repeat business, account activation, and long-term account growth.




- Identify upselling and cross-selling opportunities to maximize customer lifetime value.
- Monitor account health, customer satisfaction, service levels, and churn risks.
- Conduct periodic business reviews, service reviews, and customer engagement meetings.
- Collaborate with Operations, Finance, Customer Service, and Sales teams to ensure seamless customer experience.
- Generate referral opportunities and identify expansion opportunities within existing accounts.
- Build retention processes, dashboards, MIS reports, and governance frameworks to improve customer outcomes.
- Travel as required for strategic customer meetings and escalations.

Desired Candidate Profile

- 5–8 years of experience in Key Account Management, Customer Success, Client Servicing, Retention, or Account Growth.
- Minimum 3 years of experience managing teams.
- Experience in Logistics, Freight Forwarding, Shipping, Supply Chain, or related industries is highly preferred.
- Proven track record in customer retention, account growth, and relationship management.
- Strong understanding of customer lifecycle management, escalations, renewals, and account expansion.
- Excellent leadership, communication, stakeholder management, and problem-solving skills.
- Proficiency in CRM platforms, reporting tools, and Microsoft Office.

Designation

Senior Manager – Key Account Management (SME Retention & Growth)

Key Skills

Account GrowthBusiness DevelopmentChurn ManagementClient Relationship ManagementClient ServicingCRMCross SellingCustomer ExperienceCustomer Lifecycle ManagementCustomer Retention

Industry

Logistics

Functional Area

Logistics & Supply Chain

Employment Type

Full Time

Education

Graduation/Diploma

Job Type

Work From Office

📌 Senior Manager – Key Account Management (SME Retention & Growth) (Delhi)
🏢 XPortel
📍 Delhi