Key Account Management (KAM)- Head Full Time NEW

About ShipDelight: Our Journey, Our Vision From Ground Operations to a Scalable Post-Purchase Engine

When we started ShipDelight 10 years ago, it was about building a digital bridge between supply and demand redefining post-purchase intelligence in e-commerce logistics. We always believed that India already has the infrastructure to connect the last mile, it simply needed a strong technology layer to transform it into a reliable and scalable delivery network. Over the years, we’ve evolved from a problem-solving logistics team into a full-stack, tech-first platform that powers post-purchase excellence — blending automation, business intelligence, and customer experience.

We have stayed close to the ground by building platforms across B2C, B2B logistics, partnering with fashion brands, D2C challengers, traditional retailers, and now government-backed ecosystems like ONDC. At ShipDelight, our intention is to carve out a niche by aligning with our client’s long-term vision: “Empowering brands to drive retention and revenue by owning their post-purchase experience”. We believe in offering more than just a service, we provide affirmation, built on the belief that if you “Own your data, you own your customer.”

Our Purpose With over two decades of domain expertise and a combined experience of 55 years, the founders of ShipDelight possess unparalleled insight into the challenges that arise from incomplete integration between e-commerce and logistics. This profound understanding enables us to develop comprehensive solutions that address the root issues, ensuring seamless operations and optimal performance for our clients

Our Mission is to lead a logistics revolution powered by smart technology for modern Bharat.

The Opportunity

We are looking for a driven and commercially sharp KAM Head to build and lead ShipDelight’s Key Account Management function. Reporting directly to the Director, you will be the architect of our top client relationships — nurturing enterprise accounts, driving revenue growth, and ensuring our clients see measurable business outcomes through ShipDelight’s platform.

This is a high-impact, high-visibility role where you will shape how ShipDelight partners with its most strategic clients for the long term.

What You’ll Own:

Revenue & Growth

•    Own revenue retention, upsell, and cross-sell targets for top-tier accounts

•    Build detailed account plans aligned to client priorities with clear growth milestones

•    Drive expansions and renewals, meeting or exceeding revenue targets quarter-on-quarter

Client Relationships & Success

•    Develop and execute a strategic KAM framework across priority enterprise clients

•    Manage senior-level escalations, ensuring client trust is maintained at all times

•    Deliver strong client NPS and retention metrics across B2C and B2B segments

Team Leadership

•    Build, lead, and mentor the KAM team for structured client engagement

•    Drive a culture of ownership, accountability, and continuous learning within the team

Cross-functional Collaboration

•    Partner with Product/Tech to channel client requirements into the platform roadmap

•    Work with Operations to proactively resolve SLA-linked issues before they escalate

•    Collaborate with Finance on pricing, invoicing, and reconciliation processes

•    Support the Sales team on enterprise pursuits by leveraging deep account insights

Strategic Alignment

•    Align account strategy with ShipDelight’s SaaS-first direction

•    Keep leadership informed of account performance, market shifts, and competitive intelligence

•    Stay ahead of industry trends, policy changes, and competitor moves

What We’re Looking For:

Experience

•    9+ years in account management or client success roles in logistics / logistics tech

•    Proven track record managing and growing enterprise accounts

•    Prior experience in SaaS-led companies or supply chain platforms is a strong advantage

Skills & Knowledge

•    Strategic account planning and commercial negotiation

•    Deep understanding of enterprise client success frameworks

•    Familiarity with e-commerce, D2C, and quick commerce ecosystems

•    Ability to translate client requirements into actionable product features

•    Strong stakeholder management at C-suite and senior levels

Who You Are

•    Strong ownership mindset — you treat accounts like your own business

•    Relationship-first, commercially sharp, comfortable with ambiguity

•    A coach and mentor who builds strong, high-performing teams

•    Growth-oriented with an entrepreneurial drive

Education

•    MBA or equivalent post-graduate qualification preferred