Key Account Manager

About EB1A Experts

EB1A Experts is a leading immigration services company specializing in helping high-achieving professionals build compelling profiles for EB-1A extraordinary ability petitions. With 250-300 employees across our US and India offices, we've helped hundreds of clients successfully navigate the complex immigration process through our structured subscription programs.

Role Summary

The Key Account Manager (KAM) serves as the primary relationship owner for assigned clients throughout their immigration journey. The role is responsible for driving client success by ensuring high customer satisfaction, improving retention, maintaining operational excellence, identifying advocacy opportunities, and collaborating effectively with cross-functional teams to deliver a seamless client experience.

Key Responsibilities

•  Manage an assigned portfolio of clients and act as their primary point of contact throughout the engagement.

•  Build strong client relationships through proactive communication, timely follow-ups, and consistent expectation management.

•  Drive customer retention by identifying risks early, resolving concerns proactively, and minimizing client churn.

•  Deliver an exceptional client experience by maintaining high CSAT scores and ensuring prompt resolution of client queries and escalations.

•  Coordinate with internal stakeholders to ensure timely case progression and milestone completion.

•  Conduct client meetings professionally, document Minutes of Meeting (MOMs), and maintain accurate records across CRM, trackers, and internal systems.

•  Ensure strict adherence to defined processes, communication SLAs, documentation standards, attendance expectations, and operational guidelines.

•  Encourage satisfied clients to participate in referrals, testimonials, and advocacy initiatives that support business growth.

•  Monitor account health, identify potential risks or delays, and escalate critical issues with recommended solutions to leadership.

•  Collaborate effectively with team members, contribute to process improvements, and demonstrate ownership, accountability, and a customer-first mindset.

•  Maintain high standards of professionalism, confidentiality, and service quality.

Key Success Measures

Performance will be evaluated based on:

•  Customer Retention (Low Churn Rate)

•  Customer Referrals and Advocacy

•  Customer Satisfaction (CSAT)

•  Effective Escalation Management

•  Team Collaboration and Assessment

•  Process Adherence, including attendance, video-enabled client meetings, timely MOMs, and accurate tracker updates.