Key Account Manager

Job Description

The Key Account Manager (KAM) owns developing strategic customer relationships with a portfolio of high-value accounts with accountability for account expansion, executive alignment, customer outcomes, and long-term account value creation. The KAM operates as the CEO of their assigned accounts, ensuring customers achieve measurable business outcomes while maximizing Net Revenue Retention (NRR), expansion ARR, product adoption, and referenceability.

Role Objectives

1. Drive Expansion Growth

Identify, develop, and close expansion opportunities

Measures:

• Expansion ARR
• Upsell / Cross-sell Pipeline
• NRR Contribution
• Product Attach Rate
• Wallet Share Growth

2. Deliver Customer Business Outcomes

Ensure customers realize measurable operational and financial value

Measures:

• Customer Health Scores
• Outcome Achievement
• Adoption / Utilization
• Time-to-Value
• Executive Satisfaction

3. Build Executive-Level Relationships

Establish trusted advisor status across customer leadership teams

Measures:

• Executive Sponsor Coverage
• Multi-threaded Relationships
• Referenceability
• QBR & EBR participation

Key Responsibilities

Account Strategy & Planning

• Develop and maintain multi-year strategic account plans
• Build account growth strategies aligned to customer business priorities
• Map customer organizational structures, buying centers, and influencers
• Identify whitespace opportunities and competitive threats
• Partner with Customer Success Team to execute quarterly and annual account reviews

Revenue Growth & Commercial Ownership

• Own commercial strategy for assigned accounts
• Generate expansion pipeline
• Own large expansion opportunities within renewal cycles
• Negotiate pricing, commercial terms, and contract structures

Customer Relationship Development

• Serve as commercial relationship owner
• Build trust across operational, IT, business, and executive stakeholders
• Partners with CS Manager to plan and drive executive business reviews (EBRs/QBRs)
• Escalation accountable for critical customer issues
• Coordinate internal executive engagement to drive customer outcomes

Requirements

Education

• Bachelor's degree required

Professional Experience

• 6+ years enterprise SaaS / technology account management experience
• Proven success managing and growing large strategic accounts
• Experience with Supply Chain application software including Fleet Management SaaS solutions
• Experience with:
• Subscription / recurring revenue models
• Complex stakeholder environments
• Contract negotiations
• Expansion pipeline development and management
• Executive selling / advisory engagement

Core Competencies

Communication:

Capable of communicating with and presenting to all

stakeholder classes and can adapt accordingly, demonstrate

genuine empathy, listening skills and commitment to customer

success

Product & Industry Credibility:

Commitment to genuinely understand WA product and ROI

drivers, use cases and roadmap. Continuous learner that’s

curious about customer end markets, trends and ensuring

clients are leveraging platform to achieve greater value.

Commercial Acumen:

Revenue growth, pricing, negotiation

Strategic Thinker & Trusted Advisor:

Commits to learning customers business model & industry so

they can position WA as a strategic solution addressing key

operational challenges, proactive developing plans to achieve

customer goals.

Cross-Functional Collaboration:

Effective championing needs of customer and responsibly

rallying teams to problem solve and remove barriers. Assumes

ownership and accountable facilitating outcomes for customers

vs. “not my job” mentality

Data Mindset & ROI driven:

Analytical thinker that consistently translates product usage into

tangible financial value and can articulate ROI to executive

stakeholders.

Profile of a High-Performing Senior KAM

A top-performing KAM demonstrates the following key attributes:

• Thinks like a business operator, not an order taker
• Builds trusted advisor credibility with key stakeholders and executives
• Balances customer advocacy and commercial discipline
• Uses data, industry expertise, and consultative skills to shape outcomes
• Creates repeatable expansion motions inside strategic accounts
• Anticipates risk before churn signals emerge
• Partners with Customer Success, Product, Marketing and Finance to advocate on behalf of the customer to achieve value driven outcomes

Benefits

• Compensation: $95K - $110K USD, depending upon experience and location
• Unlimited PTO: Use your paid time off when you need it
• Subsidized Healthcare: A variety of subsidized medical plans to fit your needs
• Retirement Support: 401(k) matching to help you invest in your future.
• Family Friendly: Paid parental leave and caregiver support
• Growth & Development: Professional development plans and resources to support continuous learning.

Even if you don't meet every single requirement, we encourage you to apply - Whip Around is a place for learning, growth and building what's next. Following your application, a member of the Whip Around team will be in touch. If you have any accessibility requirements you can then let us know, so we can assist throughout the process. We participate in E-Verify and will verify employment eligibility via the I-9 Form.