Key Accounts Lead
As a Key Accounts Lead, you will drive client relationships, identify growth opportunities, and oversee the execution of high-impact projects — ensuring smooth delivery, client satisfaction, and continuous business growth.
We are a strategic design consultancy based in Mumbai working with global CXOs who recognise that good design is good for business. Our design decisions are data-led, shaped by principles of behavioural psychology and are handcrafted by a passionate team of Experience Design specialists. We are known for our deep work and would like to think of ourselves as designers focused on business outcomes. Our team is a mix of Interaction Designers, Business Strategists, Graphic Artists, Illustrators and Developers who shape products with client teams.
We are looking for clear thinkers who are not afraid of challenging design norms & industry benchmarks.
About the role:
We’re looking for someone who fosters client partnerships, spots growth opportunities, and thrives when the client’s success feels like our own. As Key Accounts Lead at HumanX, you’ll own our most strategic accounts. This role is about more than managing accounts — it’s about making sure every project is delivered seamlessly, every relationship grows deeper, and every opportunity for impact is spotted and acted on.
What You’ll Do
Client Relationship Management (Sentiment, Retention, Growth)
- Be the face of HumanX for all key accounts — the person they trust and turn to.
- Conduct regular check-ins, sentiment checks, and quarterly reviews with key stakeholders.
- Maintain strong client retention rates (≥90%) and consistently high satisfaction (NPS ≥80).
- Identify opportunities for upselling, cross-selling, and expanding service offerings.
- Ensure your team acknowledges within 24 hours and acted upon with clear timelines.
Project Management (Execution, Quality, Timeliness)
- Own the full delivery lifecycle for key client projects — from initiation to completion.
- Ensure projects are delivered on time, within budget, and with minimal deviations.
- Spot potential risks early, communicate proactively, and resolve issues before they escalate.
- Lead client escalations with a solution-first mindset and minimal turnaround time.
Internal Collaboration & Coordination
- Work closely with sales, design, and strategy teams to ensure client needs are met seamlessly.
- Raise red flags before they become bottlenecks, ensuring proactive communication.
- Map resources effectively to keep projects on track and avoid crunch.
- Actively contribute to planning meetings and provide visibility on progress to stakeholders.
Team Leadership & Development
- Lead and mentor junior members of the Key Accounts team.
- Provide clear delegation, guidance, and regular feedback to support growth.
- Maintain team morale and satisfaction (≥80%) while fostering a collaborative environment.
- Ensure accountability and ownership within the team.
What We’re Looking For
- 6-10 years of experience in account management, project management, or consulting (agency/consultancy background is a plus).
- Proven ability to manage complex projects and senior-level stakeholders with ease.
- Strong communication skills — you can keep CXOs confident, clients engaged, and teams aligned.
- A proactive problem-solver who thrives in ambiguity and owns outcomes, not just tasks.
- Experience leading a team of 3+ people, with a focus on mentorship and collaboration.
- A sharp eye for growth opportunities and the drive to turn them into results.
Why Join Us
- Work with ambitious global brands on projects where design and tech solutions deliver real business impact.
- Be part of a culture that values ownership, craft, and curiosity.
- Contribute & Grow alongside a team that is humble, driven, and deeply passionate about their work.
Ideal Candidate:
- Proven experience in project management, ideally within an agency or service-driven environment.
- Excellent communication skills, capable of managing multiple stakeholders and driving internal collaboration.
- Ability to identify growth opportunities within existing accounts and maintain strong client relationships.
- Strategic thinker with a proactive approach to problem-solving and client satisfaction.
- Team Leadership experience, managing a team of 3 or more members.
