Key Account Manager

Mohsyn is looking for a committed Key Account Manager (KAM) to manage a portfolio of families, ensuring the smooth delivery of healthcare and support services. This full-time position, based in Islamabad with a hybrid/on-ground work model, reports directly to the Head of Engagement. The ideal candidate will have 2 to 4 years of relevant experience and will serve as the primary contact for clients, overseeing the entire client journey. The KAM will ensure that all services—from doctor visits to emergency responses—are delivered with high quality and timeliness. This role requires a proactive, hands-on approach to relationship management, service quality assurance, and coordination across teams to build trust and provide an exceptional experience for overseas families and their beneficiaries in Pakistan.

Key Responsibilities

Service Quality & Delivery Assurance: Monitor and confirm the completion and quality of all client services, including medical visits, therapy sessions, lab work, medication delivery, and emergency responses. Proactively identify and address any service gaps before clients raise concerns.

End-to-End Account Ownership: Oversee the entire client lifecycle from onboarding through renewals and offboarding. Maintain full visibility of each account’s active services, issues, and risks, ensuring internal teams follow through on all commitments.

Client Relationships & Proactive Communication: Develop trusted, long-term relationships with overseas family members and beneficiaries. Conduct regular check-ins, customize communication based on client preferences, and engage families with meaningful updates and wellness initiatives.

Client Profiling & Understanding: Keep detailed, up-to-date profiles that capture medical history, family dynamics, preferences, and cultural factors to personalize service delivery and anticipate client needs.

Client Health & Engagement Monitoring: Track service utilization and engagement patterns to detect vulnerable or disengaging clients early. Collaborate with clinical and operational teams to recommend timely interventions.

Escalation & Service Recovery: Manage complaint resolution from identification to closure, coordinating across departments to address medical, operational, or billing issues calmly and effectively. Document incidents and suggest process improvements.

Internal & Clinical Coordination: Facilitate effective communication between clinical professionals, operations, and vendors. Advocate for client interests internally, ensuring multidisciplinary support and challenging processes to maintain service quality.

Client Retention & Renewals: Proactively manage client retention by identifying at-risk accounts early and implementing recovery strategies. Lead renewal discussions emphasizing Mohsyn’s value and work cross-functionally to resolve issues affecting long-term relationships.

Feedback, CRM & Reporting: Maintain accurate client records and CRM data. Collect structured feedback, analyze satisfaction trends, and provide actionable insights to leadership. Ensure timely resolution of all client-related action items.

Required Qualifications

- 2 to 4 years of experience in key account management, customer success, relationship management, healthcare coordination, hospitality, or similar high-touch service roles.
- Strong relationship-building skills with emotional intelligence to engage diverse clients.
- Exceptional ownership mentality and a quality assurance mindset.
- Excellent written and verbal communication skills in English.
- Proficiency in stakeholder management and cross-functional coordination.
- Ability to work effectively with healthcare professionals without clinical credentials.
- Strong organizational skills to manage multiple accounts and deadlines.
- Calm and empathetic approach to handling complaints and difficult conversations.
- High integrity and discretion with sensitive information.
- Comfortable using CRM systems, digital tools, and data analysis to monitor client engagement.

Preferred Qualifications and Benefits

Experience in healthcare, elder care, concierge, premium customer service, or similar sectors is highly valued. Candidates with a background managing high-value or long-term client relationships, especially with overseas or international clients, will have an advantage. Familiarity with service-quality audits, customer satisfaction metrics such as CSAT and NPS, incident management, and escalation handling is preferred. Exposure to startup or rapidly scaling service environments and knowledge of AI and automation tools to enhance account management and reporting are additional benefits. A bachelor’s degree in Business Administration, Management, Psychology, Communications, Healthcare Management, or related fields is preferred but not mandatory if strong client management and ownership skills are demonstrated.

Joining Mohsyn offers the opportunity to work in a culture that values autonomy, trust, and meaningful impact. The role enables you to make a real difference by easing the concerns of families separated by distance through attentive, proactive care coordination and relationship management. Success will be measured by high client retention, proactive issue resolution, and consistently delivering on Mohsyn’s promise to families.