JOB SUMMARY 

• The Key Account Manager at Drugstoc is responsible for managing and growing relationships with DrugStoc’s most important clients – typically large hospitals, health systems, or major pharmacy chains that contribute a significant portion of the company’s revenue. The KAM serves as the primary liaison between these key accounts and DrugStoc, deeply understanding the client’s needs, ensuring they receive exceptional service, and identifying opportunities to cross-sell or upsell additional products and services. This role involves strategic planning for each key account, negotiating contracts or supply agreements, and coordinating internally to make sure orders, deliveries, and any special projects (like inventory management solutions or financing options) are executed smoothly for these clients. The KAM’s goal is to build long-term partnerships that drive mutual value, achieving sales targets through account growth, and securing high client satisfaction and retention

JOBS TO BE DONE

• Account Planning & Growth
• Customer Advocacy
• Sales Target Achievement 
• Risk Management & Retention 
• Business Reviews & Partnership Building 

CORE RESPONSIBILITIES

• Build and maintain strong multi-level client relationships through regular check-ins and visits, ensuring satisfaction with DrugStoc’s services. Act as a dedicated point of contact, responding quickly to inquiries and resolving issues to strengthen client trust.
• Monitor ordering patterns, track account-specific sales targets, and introduce clients to the full product portfolio. Promote new products and services, and support clients with bulk or standing orders to maximize uptake and revenue growth.
• Lead contract discussions covering pricing, credit terms, delivery schedules, and SLAs, securing agreements that are mutually beneficial. Manage timely renewals while identifying opportunities to upsell or broaden the scope of partnerships.
• Collaborate with Operations, Customer Service, Finance, and program teams to deliver seamless experiences for key accounts. Ensure stock availability, prioritize critical orders, and integrate value-added offerings such as financing or technical solutions.
• Track client developments and competitor activity to anticipate opportunities or threats. Position DrugStoc’s strengths such as product authenticity, delivery speed, and tech-enabled solutions to maintain competitive advantage.
• Take ownership of client issues such as delivery delays, billing errors, or recalls, coordinating internally for swift resolution. Follow up consistently until the client confirms satisfaction.
• Conduct quarterly reviews with key accounts, presenting data-driven insights on supply performance and identifying opportunities for improvement. Document outcomes and ensure follow-through on agreed actions.
• Expand account value by identifying and pitching additional products, services, or categories that meet client needs. Partner with internal teams to source or introduce solutions that deepen engagement.
• Maintain accurate CRM records of communications, contracts, and decision makers. Provide reliable forecasts on account demand to support sales planning and inventory management.

CORE EXPERTISE:

• Proven ability to manage large, important client accounts, including strategic planning for accounts and day-to-day relationship nurturing.
• Good understanding of pharmaceutical products and the healthcare procurement process, enabling meaningful conversations with clients about their needs (e.g., knowing drug categories, generic vs. brand considerations, etc.).
• Strong salesmanship with consultative selling approach – able to identify how DrugStoc’s offerings solve the client’s problems. Excellent negotiation skills to handle contracts and pricing discussions, ensuring deals are win-win and within company profitability goals.
• Excellent interpersonal and communication skills, both in-person and via email/phone. Able to present data and proposals clearly, and also listen actively to client concerns or objectives.
• Creative problem solver who is resourceful in meeting client needs. Demonstrates a customer-first attitude, willing to go the extra mile to keep key clients happy (without sacrificing company’s interests).
• Highly organized in managing multiple large accounts simultaneously, keeping track of various commitments, order statuses, and follow-ups required. Uses CRM or other tools effectively to stay on top of tasks.
• Comfortable with numbers and can analyze the account’s purchase history, identify trends (maybe seasonality or shifting preferences), and use that data to suggest actions (like stocking up before the client’s busy season).
• Ideally, has a network in the healthcare industry or can build one, sometimes knowing the right people helps in account management and developing opportunities. 
• Also stays aware of industry changes (like new regulations affecting hospitals) that could impact the client or sales approach.
• Able to handle the dynamic nature of big accounts – sometimes urgent requests come in, other times prolonged negotiation cycles occur. The KAM should handle stress and adapt to changing demands gracefully.

This role will be perfect for you if you have:

• Bachelor’s degree in Business, Pharmacy/Pharmacology, or a related field. A background in healthcare or life sciences is advantageous given the domain.
• 7+ years of experience in sales or account management, with at least 2-3 years managing key or strategic accounts (preferably in pharmaceuticals, medical devices, or health services).
• Demonstrated track record of growing accounts and hitting sales targets.
• Deep understanding of B2B sales cycles and tender processes if applicable (like how hospitals procure medicines, etc.).
• Experience in negotiating contracts of significant value. Familiarity with contract terms like credit days, penalties for service failure, etc., common in supply agreements.
• Excellent proficiency in productivity tools and CRM software. Must be disciplined in logging interactions and managing pipelines within an account.
• Willingness to travel for on-site visits frequently (if the key accounts are spread geographically).
• Professional demeanor and confidence to engage with high-level client stakeholders.
• Keen attention to detail – whether in ensuring orders are correct or in contract fine print – to avoid costly mistakes in key relationships.