Key Account/ Client Management Specialist

The primary task is responsible for managing strategic client relationships and ensuring the successful delivery of services that meet client expectations and business objectives. This role serves as the primary liaison between clients and internal stakeholders, providing consultative support, driving customer satisfaction, optimizing operational performance, and identifying opportunities for business growth. The Client Partner works collaboratively across multiple functions to deliver value-added solutions and maintain long-term client partnerships.

Key Responsibilities

Key Responsibilities

• Manage day-to-day operational activities for assigned Principal Accounts, ensuring service excellence and customer satisfaction.

• Maintain accurate and up-to-date reports, documentation, and material master data records.

• Develop and document process flows and work instructions aligned with customer business requirements and operational needs.

• Monitor customer feedback logs, manage escalation cases, and recommend Corrective and Preventive Actions (CAPA) to the Key Account Executive.

• Ensure thorough understanding and compliance with warehousing, inventory management, inbound, outbound, and customer-specific operational processes.

• Adhere to Good Distribution Practice for Medical Devices (GDPMDS) requirements and all applicable regulatory standards.

• Ensure operational processes comply with safety regulations, quality standards, and statutory requirements.

• Oversee the receipt, storage, retrieval, and dispatch of inventory in accordance with Standard Operating Procedures (SOPs).

• Ensure compliance with company policies, work instructions, and operational procedures across all activities.

• Lead and coordinate daily operational activities to achieve efficiency, productivity, and service targets.

• Drive continuous improvement initiatives to enhance inventory accuracy and operational effectiveness.

• Support inventory control functions through cycle counting, inventory reconciliation, and physical location audits.

• Participate in process improvement initiatives, system enhancements, and special projects aimed at improving service performance and business profitability.

• Monitor and ensure achievement of both internal and customer-defined Key Performance Indicators (KPIs).

• Perform additional duties and responsibilities as assigned by the reporting manager or management team.

Preferred Qualifications

• Relevant experience in client management, account management, customer success, healthcare, medical devices, or a related industry.

• Strong relationship-building, negotiation, and stakeholder management skills.

• Experience managing tenders, contracts, and commercial agreements is an advantage.

• Strong analytical, communication, and problem-solving abilities.

• Proficiency in Microsoft Office applications and CRM systems.