Senior Key Account Manager

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 “beyond 5-star” 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 & 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 & 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 & Exceptional Experiences:

● Design and execute value-added and customized experiences for customers and families.

● Identify opportunities for:

> Proactive check-in

> Specialized assistance Surprise & delight moments

> Preventive support

> Deliver “mind-blowing, beyond 5-star” 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 & Local Intelligence:

● Lead area mapping initiatives within the city through field researchers.

● Build and maintain a city-level resource map including:

> Hospitals and specialists

> Pharmacies and labs

> Towing and roadside services

> 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 & 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’s degree (any discipline)

● 5–7 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