Key Account Manager

About Reach

Reach is the Shopify of telecom. We're a cloud-native, modular, API-first platform that lets any brand, ISP, fintech, or retailer launch a mobile, broadband, or IoT service — without becoming a telco, without legacy complexity, and without the years-long timelines big telco still treats as normal. We cut launches from years to weeks.

We're professional troublemakers. We built what we couldn't buy, and now we run it for the brands we wish had existed when we were on the other side of the table. Everything big telco wasn't: simple, transparent, and human.

Website: https://www.reachplatform.com

Position Overview

Location: Bangalore, India • Experience: 4–6 years • Function: Account Management

Our clients aren't buying software — they're betting their connectivity business on us. The Key Account Manager owns that bet.

You'll run a portfolio of our strategic accounts end-to-end: you're the face of Reach for client leadership, the person who knows their business cold, the one who carries the revenue number, and the operator who keeps every account in your book green. The job is relationship-led and operations-tight — deep trust with senior client stakeholders, and the discipline underneath it so nothing in the day-to-day quietly slips. You'll work shoulder-to-shoulder with product, engineering, ops, and BD.

What You'll Actually Do

Account Management — of course!

• Own a portfolio of accounts end-to-end — the face of Reach for client leadership and the person their team calls first.
• Build real partnerships with stakeholders across the client's business, product, and ops teams — the kind they invite into the room when it matters, not the kind they cc.
• Run QBRs and strategic planning sessions that the client actually shows up for — you set the agenda for the relationship, you don't just react to theirs.
• Build account plans with sharp objectives, real metrics, honest stakeholder maps, and a 12-month roadmap per client.
• Present updates, reviews, and recommendations to client leadership in language they'd use themselves — not in account-management speak.
• Be the voice of the client inside Reach — surface what they actually need to product, engineering, and leadership, not a polished translation of it.

Revenue Ownership

• Carry the revenue number for your book of accounts. This is the KPI — everything else supports it.
• Grow each account — more modules, more integrations, more services — where it makes the client's business better, not just our quarter.
• Own renewals end-to-end — legal, finance, product, and client stakeholders all moving on your timeline, not theirs.
• Work with the BD team to find, qualify, and close new opportunities inside accounts you already own.

Account Operations

• Run a weekly account health rhythm — usage, SLAs, open issues, billing, NPS, exec sentiment — and act on what it tells you before the client has to raise it.
• Maintain a live account status (green / amber / red) for your portfolio and drive amber/red accounts back to green with a clear plan, owner, and timeline.
• Orchestrate internal pods across support, ops, finance, and product to close out client issues — you're the single throat to choke on the client side, and you make sure there's a single throat to choke on ours.
• Keep account hygiene tight — contracts, SOWs, contact maps, renewal dates, commercial terms, escalation paths — so nothing falls through a gap that shouldn't exist in the first place.
• Run structured escalations when they happen — fast acknowledgement, clear comms, honest timelines, and a post-mortem that actually changes how we operate next time.

Product Consulting

• Advise clients on how to configure and get real value out of the platform. Trusted advisor isn't a title — it's how they describe you to their CEO.
• Turn client business problems into clear product requirements; partner with PMs to shape what gets built.
• Help push the roadmap forward with synthesised client feedback, usage data, and market signal — specific recommendations, not just observations.
• Lead growth conversations — pulling on platform capabilities, integration patterns, and what's working across the rest of the book.

Program Management

• Own delivery of client programs — kick-off, go-live, and what happens after.
• Build the implementation plan; manage scope, risks, and dependencies on both sides of the table.

What You Need to Walk In With

Education & Experience

• Full-time MBA from a Tier-1 B-school (IIM A/B/C/L/K/I, ISB, FMS, XLRI, MDI or an equivalent program).
• Strong academic record — evidence you can think structurally, hold business acumen, and stand up an argument.
• 4–6 years of experience in Account Management, Customer Success, Strategy Consulting, SaaS/Platform businesses, Product/Program Management, or other relevant client-facing roles.
• A track record of owning client relationships, expansion targets, or multi-stakeholder programs end-to-end.
• Mobile, connectivity, or related platform/SaaS background helps you ramp faster. Not having it doesn't disqualify you — we'd rather hire a great account leader from an adjacent domain than a mediocre one from telecom.

Cheat Book — What Sets Great Candidates Apart

• Account Leadership & Client Management: Builds senior stakeholder relationships, runs QBRs people actually want to attend, creates multi-year account strategies, maps stakeholders effectively, sets expectations early, and handles escalations or conflict with maturity and composure.
• Strategic & Commercial Thinking: Able to zoom out to understand a client's broader business model while also diving deep into specific account challenges. Comfortable owning revenue across a portfolio through renewals, pricing, expansion, and growth initiatives, backed by strong commercial instinct and execution.
• Product & Platform Consulting: Advises clients on platform adoption and operational strategy, translates business needs into structured product requirements, and partners closely with product, engineering, operations, and external partners to drive outcomes.
• Communication & Executive Presence: Clear, concise communicator with strong presentation skills and credibility in executive conversations, including with C-suite stakeholders and senior leadership teams.
• Cross-Functional Influence: Drives alignment and execution across teams without relying on formal authority — able to move initiatives forward collaboratively and effectively.
• Ownership, Bias to Action & Comfort with Ambiguity: Thrives in fast-moving environments where structures and playbooks are still evolving. Brings clarity to ambiguity, proactively closes gaps, and takes accountability beyond defined responsibilities.
• Data-Informed Decision Making: Comfortable analysing data, building simple models, deriving insights, and presenting recommendations to senior audiences in a practical and business-oriented manner.
• Soft Skills & Judgment: Demonstrates empathy, active listening, patience, and the judgment to know when to push, when to absorb, and when to guide clients away from poor decisions while preserving trust.
• AI Fluency (Differentiator): Uses AI tools effectively for research, analysis, drafting, and productivity enhancement, and can thoughtfully incorporate AI-driven thinking into client and operational conversations in a practical, non-gimmicky way.