| Detail | For this role |
|---|---|
| Department | Sales and Business Development |
| Level | Mid level |
| Reports to | Key Account Manager |
| Direct reports | None |
| Experience | 1 to 4 years in sales support or account coordination |
Key Account Executive job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Key Account Executive
Department: Sales and Business Development
Reports to: Key Account Manager
Location: [City], [office, branch or site]
About the role
A Key Account Executive supports the management of large, important customers, handling day to day account work under a key account manager. They coordinate orders, resolve service issues, track account activity and help grow the account. A good key account executive keeps key customers well served, spots small problems before they grow and supports upsell efforts. The role reports to a key account manager and is a strong step toward becoming a key account manager while serving the company's most important customers.
Key responsibilities
- Handle day to day requests and coordination for assigned key accounts.
- Coordinate orders, deliveries and service so account commitments are met.
- Track account activity, orders and issues in the CRM accurately.
- Resolve or escalate account service issues quickly to keep customers satisfied.
- Prepare account reports, order summaries and review inputs for the manager.
- Support upsell and cross sell by spotting needs in the account.
- Follow up on payments and outstanding items with the account.
- Build working relationships with day to day contacts at the customer.
- Coordinate internal teams to deliver on the account's requirements on time.
- Report account status and issues to the key account manager.
Requirements
- Graduate in business, commerce or a relevant field
- Customer facing or coordination experience
- Good communication and organizational skills
- 1 to 4 years in sales support or account coordination
KRAs and KPIs for a Key Account Executive
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Account service | Account requests and issues resolved within the agreed time |
| Order coordination | Orders processed and delivered accurately and on time |
| Customer satisfaction | Account satisfaction kept above the agreed level |
| Upsell support | Upsell opportunities identified and passed to the manager |
| Data accuracy | Account activity recorded accurately in the CRM |
| Collections support | Outstanding payments followed up within terms |
Skills and tools
Tools used day to day: CRM platform, MS Excel, Order management system, Email, Reporting tools.
Reporting line and career path
Next roles: Key Account Manager, Senior Account Executive, Corporate Sales Manager
Interview questions for a Key Account Executive
- How do you keep a large account well served day to day?
- How do you handle a service issue that upsets a key customer?
- How do you spot an upsell opportunity in an account?
- How do you coordinate internal teams to meet an account commitment?
- How do you keep account data accurate in the CRM?
- Tell me about a customer problem you solved.
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What does a key account executive do?
A key account executive supports the management of large, important customers under a key account manager. They coordinate orders, deliveries and service, track account activity in the CRM, resolve or escalate issues, and prepare reports. They support upsell efforts, follow up on payments and build relationships, keeping key customers well served day to day.
What is the difference between a key account executive and manager?
A key account manager owns the relationship, strategy and revenue target for the accounts. A key account executive supports that work with day to day coordination, service and reporting. The executive handles the running of the account, while the manager sets direction and owns growth. The executive role is a common step toward becoming a manager.
How do I become a key account executive?
A graduate degree and one to four years of customer facing or coordination experience usually qualify you. Employers want strong organization, communication and problem solving, and the ability to keep customers happy while juggling many requests. Doing the role well, learning the account and the products, opens the path to key account manager over time.