Key Account Manager / Business Relationship Manager

Position Summary:

The Key Account Manager will act as the strategic liaison between BSS and client, responsible for owning the relationship, aligning joint objectives, and ensuring all Go-to-Market (GTM), technical, and operational initiatives are executed with precision and transparency and targets achieved. This is a non-sales, non-marketing role focused on client engagement, governance, issue resolution, and reporting, serving as the single point of accountability from the BSS side.

Key Responsibilities:

Client Relationship Management

• Maintain a strong, collaborative working relationship with client's leadership, product, supply chain and marketing teams
• Represent BSS in all joint planning, review, and governance meetings with client
• Act as a trusted advisor and escalation point for all project and partnership-related issues

• Oversee all GTM execution, resource alignment, and deliverables involving BSS teams (Sales, Marketing, Tech)
• Track the end-to-end implementation of joint plans, including timelines, KPIs, and dependencies
• Ensure visibility of progress, blockers, and outcomes to both BSS and client stakeholders

• Own the preparation and presentation of Monthly & Quarterly Business Reviews
• Maintain dashboards and reporting frameworks for KPIs like MQLs, Campaign Impact, Channel Readiness, and Partner Engagement
• Ensure CRM cleanliness, stakeholder documentation, and reporting discipline across teams

• Proactively identify risks, misalignments, and coordination gaps and drive timely resolution
• Escalate critical blockers to BSS leadership with a problem-solving mindset

• Maintain records of decisions, actions, and knowledge artifacts between BSS and client
• Ensure onboarding documentation, GTM playbooks, and project trackers are updated and shared

• Act as the primary liaison between BSS and Client's teams, ensuring timely sharing of updates, deliverables, and escalations
• Facilitate regular review meetings, steering committees, and progress reporting

• Track progress on GTM activities, campaigns, digital rollouts, and partner onboarding tasks
• Support BSS in aligning execution with client's market priorities and corporate strategy

• Maintain and update shared dashboards, task trackers, and project timelines
• Ensure critical milestones are met, and risks are escalated early

• Consolidate and deliver performance reports on KPIs such as MQLs, campaign impact, and market feedback
• Monitor CRM hygiene and ensure all activities are logged in the system

• Proactively manage issues, risks, and bottlenecks across internal and client teams
• Collaborate with functional leads (Sales, Product, Marketing, etc.) to resolve roadblocks

• Prepare weekly/monthly performance summaries, MoM (Minutes of Meetings), and client communications.
• Ensure consistent documentation of decisions, next steps, and responsibilities.

• Bachelors or masters degree in business, marketing, or a related field
• 7+ years of experience in Account Management, Client Services, or Program Coordination in International Programs
• Strong project management skills and familiarity with tools like JIRA, MS Project
• Excellent interpersonal, written, and verbal communication skills
• Ability to work under pressure, manage multiple stakeholders, and meet deadlines.