Abrar Admin

Mohsyn

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 Role Purpose
 
 
 
 
 
 
 The Key Account Manager is the single accountable owner for customer success, growth, and service quality within their city. This role owns the entire customer lifecycle: onboarding, service delivery, experience, utilization, retention, and offboarding. The Key Account Manager is responsible for ensuring that every customer in their city clearly feels the value of the USD 100/month subscription, through proactive relationship management, high utilization of services, and consistent delivery of &ldquo;beyond 5-star&rdquo; experiences. This role sits at the intersection of customers, operations, and field execution, with direct oversight of city FSOs and strong influence over the Solutions Center for city-specific execution.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 1. Customer Ownership &amp; Relationship Management:
 
 
 ● Own end-to-end customer experience for all customers in the city.
 
 
 ● Act as the escalation point for high-value or sensitive customer situations.
 
 
 ● Build strong, trust-based relationships with customers and their families.
 
 
 ● Ensure customers feel continuously supported, not only during problems.
 
 
 
 
 
 2. Onboarding, Utilization &amp; Value Delivery:
 
 
 ● Own customer onboarding quality and selection in the city.
 
 
 ● Ensure customers are onboarded with a clear understanding of how to use Mohsyn effectively.
 
 
 ● Drive high utilization of services, not passive subscriptions.
 
 
 ● Identify customer needs proactively and translate them into concrete use cases.
 
 
 ● Ensure customers consistently see value exceeding the subscription fee.
 
 
 
 
 
 3. Value Added Services &amp; Exceptional Experiences:
 
 
 ● Design and execute value-added and customized experiences for customers and families.
 
 
 ● Identify opportunities for:
 
 
 &gt; Proactive check-in
 
 
 &gt; Specialized assistance Surprise &amp; delight moments
 
 
 &gt; Preventive support
 
 
 &gt; Deliver &ldquo;mind-blowing, beyond 5-star&rdquo; experiences when it matters most.
 
 
 
 
 
 4. Service Delivery Oversight:
 
 
 ● Maintain strong oversight of the Solutions Center for city-specific execution.
 
 
 ● Ensure tickets for the city are handled with speed, care, and quality.
 
 
 ● Coordinate closely with Solutions Analysts to ensure customer expectations are met.
 
 
 ● Own service quality outcomes, not just task completion.
 
 
 
 
 
 5. Field Operations Oversight:
 
 
 ● Own city-level FSO performance and utilization.
 
 
 ● Ensure FSOs are deployed effectively and represent Mohsyn well.
 
 
 ● Provide feedback, direction, and escalation support to FSOs as needed.
 
 
 ● Ensure on-ground execution aligns with customer experience standards.
 
 
 
 
 
 6. Area Mapping &amp; Local Intelligence:
 
 
 ● Lead area mapping initiatives within the city through field researchers.
 
 
 ● Build and maintain a city-level resource map including:
 
 
 &gt; Hospitals and specialists
 
 
 &gt; Pharmacies and labs
 
 
 &gt; Towing and roadside services
 
 
 &gt; Domestic utilities and service providers
 
 
 ● Ensure city intelligence is consolidated centrally and kept up to date.
 
 
 
 
 
 7. KPI Ownership The City Owner is accountable for:
 
 
 ● Customer retention (target: zero churn)
 
 
 ● Customer happiness (NPS / CSAT)
 
 
 ● Customer utilization of services
 
 
 ● Quality and consistency of service delivery
 
 
 ● Growth and expansion of customer relationships within the city Profile &amp; Skills
 
 
 ● Strong customer empathy combined with operational discipline
 
 
 ● High ownership mindset; thinks in outcomes, not tasks
 
 
 ● Excellent communication and relationship-building skills
 
 
 ● Comfortable coordinating across teams and functions
 
 
 ● Able to manage ambiguity and complex customer situations
 
 
 ● Strong local knowledge of the city is a major plus
 
 
 ● Comfortable working closely with field teams and operations
 
 
 
 
 
 
 Qualifications:
 
 
 
 ● Bachelor&rsquo;s degree (any discipline)
 
 
 ● 5&ndash;7 years' experience in operations, customer success, hospitality, relationship management, or service delivery ● Experience in high-touch, service-heavy environments preferred ● Strong familiarity with local city dynamics and service providers
 
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Senior Key Account Manager

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Mohsyn

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Senior Key Account Manager