Key Account Manager

Whip Around

3d•$95,000 - $110,000

About The Position

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

Requirements

Bachelor's degree required
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
Experience with Complex stakeholder environments
Experience with Contract negotiations
Experience with Expansion pipeline development and management
Experience with Executive selling / advisory engagement
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.
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

Responsibilities

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