Key Account Manager – Digital & Gamification

Key Account Management

• Build and maintain strong, long-term relationships with B2B and enterprise clients.
• Act as the primary point of contact for assigned clients and ensure clear, consistent communication.
• Understand client objectives, challenges, business processes, and expectations.
• Manage client requests related to products, services, platform configuration, and operational requirements.
• Conduct regular account reviews and identify opportunities to improve customer satisfaction, engagement, and retention.
• Ensure client concerns and requirements are properly documented, communicated, tracked, and resolved.

Customer Success & Service Delivery

• Ensure clients receive the highest possible value from the company's products and services.
• Work closely with internal Product, Technology, Operations, BI, and Customer Success teams to deliver client requirements.
• Coordinate onboarding, platform setup, configuration, training, and ongoing account support.
• Monitor service quality and proactively identify potential issues before they impact customers.
• Follow up on technical or operational issues and ensure timely resolution.
• Develop a strong understanding of the platforms and tools used to support client operations.

Business Growth & Account Expansion

• Identify opportunities for upselling, cross-selling, account expansion, and new business within existing client relationships.
• Understand client needs and recommend relevant products, services, or solutions.
• Work with Sales and Business Development teams to convert customer opportunities into commercial outcomes.
• Develop account growth plans based on customer needs, business potential, and performance data.
• Contribute to revenue growth through strong relationship management and consultative engagement.

Digital & Gamification Operations

• Support clients in managing and optimizing their digital platforms and gamification activities.
• Coordinate the creation, configuration, scheduling, and maintenance of digital campaigns, tournaments, or platform activities.
• Ensure configurations and scheduled activities are accurate and aligned with client requirements.
• Monitor active platforms and identify inconsistencies, errors, or performance issues.
• Coordinate with relevant technical and operational teams to resolve platform-related issues.
• Maintain a high level of operational accuracy and attention to detail.

Data, Reporting & Insights

• Monitor customer activity, engagement, and behavioral trends across digital platforms.
• Prepare regular account performance and activity reports.
• Analyze customer and platform data to identify trends, opportunities, and potential risks.
• Use data-driven insights to recommend improvements in customer engagement, retention, and growth.
• Monitor key account KPIs and provide regular updates to management.

Cross-functional Collaboration

• Act as a bridge between clients and internal teams including Sales, Product, Technology, Operations, BI, and Customer Success.
• Translate customer requirements into clear internal actions and ensure effective follow-through.
• Communicate customer feedback to relevant teams to support product and service improvements.
• Coordinate multiple stakeholders to ensure smooth execution of customer initiatives.
• Participate in client meetings, business reviews, and internal planning sessions.