Akshita A

Key Account Manager

CARE HEALTH • Freelance

Jun 2025 - Nov 2025 • 5 mos

• Managed a portfolio of 10 B2B SaaS accounts (~€27,500), onboarding 3 new clients and driving platform adoption within a focused 4-month engagement. • Served as the primary point of contact and trusted advisor for all clients, conducting needs assessments and delivering tailored guidance to maximise platform value and ROI. • Proactively monitored account health and engagement signals to identify retention risks early, implementing mitigation strategies in close collaboration with internal teams. • Channelled structured client feedback to product and engineering teams, serving as Voice of the Customer to drive platform improvements and better client outcomes. • Maintained <1-hour client response time and ~24-hour issue resolution SLA consistently across all accounts.

Key Account Manager

HealthCare.gov • Freelance

Jun 2022 - Mar 2025 • 2 yrs 9 mos

• Owned a €407,000 book of business across 30 enterprise accounts including global organisations Capgemini, Microsoft, and Hitachi, achieving 95–100% client retention year-on-year through proactive relationship management and value-driven engagement. • Generated ~€132,000 in annual incremental revenue (~€11,000/month) by systematically identifying upsell and cross-sell opportunities and positioning expanded services aligned to each client’s evolving needs. • Delivered Quarterly and Annual Business Reviews to C-suite, HR, and procurement stakeholders, building Excel dashboards and data-driven performance reports that translated complex account metrics into clear commercial narratives. • Managed end-to-end commercial negotiations and contract renewals across multi-stakeholder enterprise accounts, balancing pricing, scope, and long-term value to secure 24–25 high-value renewals annually within a concentrated window. • Maintained accurate pipeline forecasting and account records in Salesforce and HubSpot, ensuring full visibility of renewal timelines, account health, and expansion opportunities for leadership reporting. • Served as the internal Voice of the Customer — systematically feeding client insights and feedback to Product, Operations, and Leadership teams to inform roadmap decisions and service improvements. • Collaborated cross-functionally with Sales, Product, Legal, Finance, and Operations teams to resolve escalations, align on client objectives, and deliver a seamless end-to-end customer experience. • Developed and implemented SOPs for enterprise client lifecycle management, improving onboarding consistency, engagement quality, and operational efficiency across a growing account base. • Led, coached, and mentored a team of junior account managers, providing guidance on commercial conversations, account health reviews, escalation handling, and data-driven best practices.