Key Account Manager
Overview
Overview
The Key Account Success Manager owns the direct end-user relationship after the sale — protecting and growing revenue and gross profit within an assigned account portfolio across every tier, from Platinum down to House. This seat exists so no account is left to erode: it runs the tiered satisfaction call and visit cadence, catches risk before it becomes churn, and resolves friction before the customer has to escalate. This is equal parts relationship management, revenue ownership, and fanatical service, and it is trusted to call the customer first — not wait for the customer to call. This is an enterprise-caliber relationship-management role, not a reactive service function. The strongest candidates have already been accountable for finding and closing expansion revenue inside an existing account base — not just servicing it — and are comfortable setting their own outreach cadence, teaching customers things they didn't know they needed, and building relationships several levels deep rather than waiting to be asked. KAM I is the entry point onto Forza's Key Account career track, built to develop a rep into a Platinum-account owner and, from there, into people leadership.
Responsibilities
Revenue & GP Ownership
- Own and be accountable for revenue retention and gross profit performance within the assigned direct end-user account portfolio.
- Identify growth opportunities within existing accounts — new product adoption, expanded applications, and increased share of wallet.
- Monitor account-level revenue and GP trends; flag erosion early and take corrective action before business is lost.
Tiered Account Management & Satisfaction Call Program
- Own and execute the customer satisfaction call program across every account tier — Platinum, Gold, Silver, Bronze, and House — in strict adherence to the cadence requirements below.
- Treat satisfaction calls as proactive, non-sales check-ins — not order follow-ups, case updates, or issue calls; they exist to take a pulse on the customer and reinforce the relationship.
- Document every satisfaction call in Salesforce with key insights, customer sentiment, and follow-up actions — an undocumented call does not count.
- Conduct account visits on the required cadence per tier — in-person visits are not optional for Platinum, Gold, and Silver accounts.
Customer Retention & Risk Management
- Identify at-risk accounts early — watch for reduced order frequency, unresolved complaints, key contact changes, or dissatisfaction surfaced on satisfaction calls, multi-threading the account rather than relying on one point of contact.
- Take immediate ownership of any identified risk; develop a recovery plan and communicate it to the customer and the National Sales Manager within 24 hours of identification.
- Remove friction at every touchpoint — fix any process, communication, or service failure, document it, and work with the right team to prevent recurrence.
Fanatical Customer Service
- Respond to customer inquiries and issues with urgency — fast response is a non-negotiable core standard.
- Leave every customer interaction — call, email, or visit — feeling valued, heard, and confident Forza has their back.
Relationship Development & Contact Expansion
- Continuously deepen and expand the number of contacts Forza has within each account — a single-contact account is a retention risk.
- Identify key decision-makers, influencers, and end users at each account and build active relationships at multiple levels.
Qualifications
Required
- Minimum 2 years in a post-sale account management, customer success, or renewals role where the candidate personally owned an expansion, upsell, or net revenue retention (NRR) number — not just a renewal/retention number. Reactive support, order management, or onboarding-only backgrounds do not meet this bar.
- Able to cite specific, quantifiable results they personally drove — an NRR%, expansion bookings figure, or retention rate — not just tenure or activity counts.
- Has designed or owned a proactive outreach cadence (call/visit schedule) themselves — not one dictated by a manager, ticket queue, or CRM workflow.
- Concrete example of expanding a relationship beyond a single point of contact within an account (multi-threading), with a specific story to back it up.
Preferred
- Background specifically in SaaS Account Management, Commercial/Strategic Customer Success, or a Growth/Expansion Manager role.
- Working knowledge of MEDDICC (or a comparable framework — MEDDPICC, Command of the Message) applied to expansion/renewal opportunities specifically.
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