Lokal - Key Account Manager (3-5 yrs)

Role Overview :

The Key Account Manager (KAM) is responsible for managing, nurturing, and growing relationships with astrologers on the platform.

This role ensures that astrologers receive the necessary support, training, and insights to maximize their performance while maintaining quality standards.

The KAM will act as the primary point of contact for astrologers, ensuring retention and engagement.

Key Responsibilities :

Account Management & Engagement

- Act as the single point of contact for assigned astrologers, addressing their queries and concerns

- Build strong relationships with astrologers to enhance retention and performance

- Ensure astrologers remain engaged and follow platform guidelines

Performance Monitoring & Improvement

- Track key performance metrics such as quality scores, ratings, and retention percentages

- Analyze astrologer performance and provide actionable feedback for improvement

- Ensure astrologers meet minimum engagement criteria (login hours, participation in live sessions, etc.)

Training & Quality Support

- Guide astrologers on improving their consultation quality and customer experience

- Work with the Quality & Training teams to organize refresher sessions for underperforming astrologers

- Ensure astrologers understand and comply with platform policies

Revenue Growth & Retention

- Assist astrologers in optimizing their profiles to attract more consultations

- Encourage participation in live shows, articles, videos, and promotional activities to boost their visibility

- Identify high-potential astrologers and strategize ways to increase their earnings

Escalation Handling & Compliance

- Address astrologer concerns and coordinate issue resolution with relevant teams

- Ensure astrologers adhere to platform rules (no personal contact sharing, quality compliance, etc.)

- Manage escalations related to complaints, penalties, or disputes

Requirements

- Master's/Bachelor's degree in Business, Management, or a related field

- 3-5 years of experience in account management, client servicing, or business development

- Strong interpersonal skills with ability to manage and engage key stakeholders

- Experience in customer retention, training, or quality management is a plus

- Ability to analyze data and provide strategic recommendations

- Proficiency in CRM tools and reporting dashboards