Abhishek Singh

ShopDeck (Blitzscale Technology Solutions Pvt Ltd) Assistant Manager – Key Account Management (Team Lead) Senior Key Account Manager Key Account Manager

Jan 2023 – Present

Mar 2024 – Present

• Promoted to lead a team of 5+ Key Account Managers, focusing fully on leadership and strategic oversight.
• Designed and managed the KAM Bootcamp program, onboarding and training new KAMs to build strong fundamentals in client management, SaaS adoption, and problem-solving.
• Built structured playbooks, reporting dashboards, and escalation processes to improve team efficiency and accountability.
• Coordinated with Product, Tech, Ops, and Marketing teams to resolve complex merchant issues and ensure a seamless seller experience.
• Shifted from direct client management to a pure leadership role, mentoring KAMs and ensuring team delivery on SLAs and revenue impact.

Jul 2023 – Mar 2024

• Managed ShopDeck’s top-tier merchant accounts while also supporting leadership in guiding junior KAMs.
• Balanced dual responsibilities: direct account management + partial team oversight.
• Acted as SPOC for high-value clients, driving adoption of new platform features and consulting on profitability strategies.
• Handled escalations from junior KAMs and ensured smooth delivery across marketing, logistics, and storefront management.

Jan 2023 – Jun 2023

• Managed 80+ D2C merchants, serving as the single point of contact for onboarding, storefront setup, catalog, logistics, and marketing needs.
• Ensured a 95%+ SLA closure rate, resolving seller queries across product, shipping, and finance.
• Conducted business reviews and worked with merchants to optimize profitability and SaaS adoption.
• Built strong client relationships that led to a promotion to Senior KAM within 6 months.

• Managed 30–40 high-value Flipkart seller accounts, driving sales growth through advertising strategies and account optimization.
• Guided sellers on Flipkart Ads benefits, CPC/ROI campaigns, and effective cataloging, pricing, inventory management, and promotions.
• Monitored ad performance closely; recommended changes in budget allocation, keyword targeting, and campaign structure to maximize visibility and conversions.
• Analyzed daily demand loads, sales trends, and ad spends to improve GMV and meet seller revenue targets.
• Onboarded new sellers to the Ads program, using negotiation strategies to drive higher ad adoption and maximize ad revenue.
• Collaborated with top brands in key categories, providing customized advertising solutions and ensuring campaign alignment with business goals.
• Collected seller feedback, identified pain points, and worked cross-functionally to resolve blockers.
• Consistently achieved and aligned daily, weekly, and monthly GMV-based sales targets through proactive account management and cold calling for lead generation.

• Managed inbound and outbound support for Flipkart sellers, ensuring smooth resolution of operational issues.
• Monitored and responded to seller emails within defined TAT, maintaining high satisfaction levels.
• Resolved seller concerns and escalated complex cases to relevant teams with regular follow-ups.
• Coordinated across teams to address complaints, ensuring timely updates and resolutions.
• Handled multiple tasks simultaneously while meeting organizational requirements.

• Handled inbound and outbound customer support operations, resolving queries efficiently within TAT.
• Consistently achieved required AHT (Average Handling Time) while managing 120+ calls per day.
• Supported real-time customer self-service platforms, guiding users to resolve issues on call.
• Raised and tracked complaints with relevant teams to ensure timely resolution.
• Facilitated seamless customer onboarding and ensured timely Customer Application Form activations.
• Delivered empathetic support by understanding customer concerns and enhancing overall experience.