Job Summary

The Key Account Manager (KAM) will be responsible for developing long-term relationships with key clients, connecting with stakeholders, and ensuring the successful delivery of our products and services in alignment with client needs. The KAM will act as a primary point of contact between the company and its strategic customers and will work closely with internal teams to enhance client satisfaction, drive revenue growth, and ensure client retention.

Key Responsibilities for a Key Account Manager (KAM) at Tripesa

These key responsibilities are designed to ensure the Key Account Manager is aligned with Tripesa's growth goals, particularly by focusing on client-centric growth, cross-functional collaboration, and innovative product adoption.

1. Client Acquisition and Relationship Management:

• Lead Generation & Qualification: Develop and implement strategies to identify, qualify, and convert potential leads within the tourism and hospitality sectors. Proactively engage prospects to establish relationships with key decision-makers.
• Client Engagement: Serve as the primary point of contact for key clients, maintaining regular communication, conducting quarterly business reviews, and ensuring a deep understanding of client needs and business goals.
• Retention & Satisfaction: Continuously monitor and improve client satisfaction by addressing concerns, aligning Tripesa’s solutions with their needs, and providing superior customer support. Aim for a high client retention rate by anticipating potential risks and resolving issues proactively.
• Onboarding & Adoption: Oversee seamless onboarding for new clients and ensure they effectively utilize Tripesa’s suite of products, including digital tourism platforms, payments APIs, and channel managers. Provide training and guidance to help clients maximize the value of Tripesa’s solutions.

2. Revenue Growth & Product Expansion:

• Revenue Target Achievement: Drive revenue growth by developing customized growth strategies for each account. Ensure key accounts meet or exceed revenue expectations through upselling and cross-selling of Tripesa’s products (e.g., Amadeus integration, channel managers, marketplace enhancements).
• Revenue Forecasting: Collaborate with the finance and sales teams to track and forecast monthly and yearly revenue per client, ensuring alignment with Tripesa's revenue milestones and strategic goals.
• Product Adoption: Partner with product teams to promote new feature adoption across key accounts. Ensure clients are aware of and excited about new solutions (e.g., loyalty programs, new marketplace regions), driving incremental revenue growth through product expansion.

3. Strategic Account Planning:

• Account Strategy Development: Develop tailored account plans for each key client, outlining growth opportunities, revenue targets, and product needs over the next 1-3 years. This includes strategies for entering new markets (e.g., expanding into regional tourism hubs like Kasese or Buganda).
• Business Reviews & Feedback Loops: Conduct quarterly and annual business reviews with clients, gathering feedback on product performance and discussing upcoming initiatives. Use this feedback to influence Tripesa’s product development roadmap and align with clients’ growth strategies.
• Market Analysis: Continuously monitor market trends within the tourism sector, identifying shifts in client demands and new growth areas. Share insights with internal teams to ensure Tripesa is well-positioned to meet emerging client needs.

4. Cross-Functional Collaboration:

• Product & GTM Alignment: Work closely with product management, marketing, and operations teams to align client needs with Tripesa’s go-to-market (GTM) plans. Ensure that key product developments (e.g., marketplace enhancements, integrations) are ready for launch and that clients are adequately prepared.
• Collaborative Projects: Lead and participate in cross-functional initiatives that enhance client experiences, such as improving user interfaces, streamlining onboarding processes, or introducing client-specific loyalty programs.
• Client-Centric Innovation: Advocate for clients by communicating their feedback to Tripesa’s development and product teams. Ensure client needs and industry trends shape future product roadmaps, especially for key markets and regions.

5. Client-Specific Solution Customization:

• Tailored Solutions: Work with Tripesa’s tech and product teams to offer customized integrations or solutions for high-value clients, ensuring our technology meets the specific operational challenges of regional tourism providers, tour operators, and hospitality businesses.
• Payments and Platform Integration: Led discussions on the integration of Tripesa’s payments API and other technologies into client systems, ensuring smooth implementation and optimized usage across their services.
• New Revenue Streams: Identify and capitalize on opportunities for clients to leverage Tripesa’s evolving suite of products, including new marketplace enhancements and regional-specific solutions.

6. Performance Monitoring and Reporting:

• Performance KPIs: Track key performance metrics such as client retention rates, revenue growth, lead conversion rates, and sales cycle length. Present these insights to the leadership team, providing strategic recommendations for continuous improvement.
• Data-Driven Insights: Utilize Tripesa’s CRM and analytics tools to gather data on client behavior, product usage, and revenue contribution. Leverage this data to optimize strategies for client engagement, satisfaction, and growth.
• Risk Management: Identify and mitigate risks related to client satisfaction, service delivery, and revenue projections. Proactively address issues before they escalate, maintaining a high standard of service.

7. Thought Leadership and Industry Presence:

Tourism Sector Expertise: Stay up-to-date on tourism industry trends, regulatory changes, and technology advancements. Share thought leadership insights both internally (with the team) and externally (with clients), positioning Tripesa as an innovator in the sector.

• Client Advocacy: Act as a champion for your clients within Tripesa, ensuring their voices influence business decisions. Maintain a pulse on competitor offerings and ensure Tripesa’s key accounts are always positioned for growth.

8. New Market Penetration and Expansion:

• Regional Growth: Support Tripesa’s growth strategy by identifying and helping enter new geographical markets. Drive expansion into regions such as Kasese, Buganda, and other high-potential Uganda tourism hubs.
• Market Share Growth: Increase Tripesa’s market share within key accounts by demonstrating value, implementing cutting-edge technology solutions, and expanding product adoption across regions and business segments.

Key Qualifications

Education

• Bachelor’s degree in business, Sales, Marketing, or a related field.

Experience

• Proven experience (5+ years) as a Key Account Manager or in a similar role managing strategic clients.
• Demonstrated success in driving revenue growth and client satisfaction.

Skills and Competencies

• Identify Opportunities: Research potential markets and customer segments for growth.
• Build Relationships: Establish and maintain relationships with clients and partners.
• Strategic Planning: Develop and implement plans to achieve business growth.
• Sales and Marketing: Collaborate on and execute sales and marketing strategies.
• Market Research: Stay informed on industry trends and competitor activities.
• Negotiate Deals: Negotiate and close business deals and contracts.
• Customer Management: Use CRM tools to manage client interactions.
• Coordinate Teams: Work with internal teams to ensure successful project delivery.
• Financial Management: Prepare budgets and monitor financial performance.
• Continuous Improvement: Refine strategies based on industry developments.