Requirements
Experience: 5 – 7+ years of experience managing key accounts or customer success in dental, medical devices, or a similar B2B healthcare/medical sector.Clinical & Technical Proficiency: Strong clinical or technical grounding sufficient to independently train dental practices, map workflows, configure CRMs, and support software onboarding (e.g., Titan software).Proven Portfolio Growth: A documented track record of expanding and retaining high-value accounts, with experience owning and achieving quarter-over-quarter growth targets (both in case volume and revenue).Multi-site Implementation: Experience managing complex, multi-clinic, or multi-location implementations (such as DSOs or group practices) from initial setup through to full clinical activation.Proactive Client Management: Exceptional relationship-building skills across multiple channels (Email, WhatsApp, Phone), with a proactive approach to identifying account risk and preventing churn.Cross-Functional Coordination: Ability to serve as the single point of contact for VIP accounts, coordinating seamlessly with production, logistics, marketing, and compliance teams to resolve operational escalations.Ownership & Traits: High level of personal accountability, exceptional follow-through, and the organisational capacity to manage a demanding portfolio of high-value clients without dropping details.
Description
ROLE SUMMARYThe Key Account Manager is a senior, standalone commercial role responsible for supporting the onboarding of all new customers and directly handling the full post-sale lifecycle of K Line's highest-value accounts — DSOs, high-volume orthodontists, dental labs, and strategic B2B brand partnerships. This role exists so the BDM sales team can focus exclusively on closing new business, without carrying onboarding, technical implementation, training, or long-term account growth themselves.Once a BDM member closes a new customer, the Key Account Manager takes primary ownership: leading onboarding, implementation, and clinical activation; The Key Account Manager becomes the account's single point of contact for continuous retention, growth, and expansion.KEY RESPONSIBILITIESOnboarding & ImplementationLead onboarding for all newly closed accounts, acting as primary contact from onboarding through to full activation.Own technical implementation: portal setup, workflow mapping, CRM configuration oversight, and Titan software training.Provide a clinical framework for onboarding — streamlining the process using clinical knowledge to accelerate time-to-first-case and reduce friction for new accounts.Coordinate multi-clinic and multi-location rollouts for DSO and group-practice accounts, including individual onboarding calls and training per location.Retain full ownership of VIP/high-potential accounts indefinitely once they pass the revenue threshold — ensuring a smooth handover of smaller accounts to Customer Champions.Identify and support expansion opportunities — onboarding of additional clinics, practices, or locations within an existing account.Monitor account performance on an ongoing basis, proactively flagging risk (declining volumes, disengagement, unresolved issues) before it becomes churn.Relationship & Cross-Functional OwnershipAct as the primary relationship owner for assigned accounts across email, WhatsApp, and calls — including regular proactive check-ins, not just reactive support.Serve as the internal escalation point for operational issues affecting VIP accounts: shipping disputes, contract and annex delays, marketing material handoffs, and production/logistics coordination.Bridge internal and external communication — translating account-specific technical, workflow, or portal customization needs between the customer and internal teams (production, marketing, logistics, compliance).Work closely with the Commercial Coordinator, directing day-to-day account monitoring and follow-up while retaining strategic ownership of the relationship.Customer retention & Growth enablementAccount Retention & GrowthDevelop and execute inside-sales growth strategies to increase case volumes within existing accounts.Drive new business expansion and identify opportunities for further long term growthContinuously nurture, grow, and retain assigned accounts, with accountability for quarter-over-quarter account growth (case volume and revenue).Partner with BDM sales during the pre-threshold phase to ensure a seamless transition and shared understanding of account history, commitments, and pricing structure.