Pawan Kumar
Key Account Manager
Gurgaon
Summary
Dynamic Leader and Key Account Management (KAM) Expert with 5+ years of success in B2B SaaS, specializing in Enterprise Sales, Digital Transformation Advisory, and Net Revenue Retention (NRR) growth. Proven expertise in steering strategic initiatives, resulting in a 32% increase in NRR for key portfolios and leading the end-to-end delivery of complex AI-driven solutions. Experienced in building and leading KAM teams, defining Go-To-Market (GTM) strategy, and managing multi-crore books of business in BFSI, Telecom, and Insurance sectors.
Overview
10
10
years of professional experience
4
4
Certifications
Work History
Founding Member – Key Account Management
SalesAgents AI (Fogteams Tech Pvt Ltd)
Gurgaon
04.2024 - Current
- Strategic Leadership: Served as a Founding Member, responsible for hiring, training, and leading the KAM team while reporting directly to the Founder to define and execute the overall GTM strategy.
- AI Solution Architecture: Applied deep knowledge of conversational AI design to create, deploy, and refine client-specific automation flows directly on the platform UI, translating complex client use cases into delivered solutions.
- Revenue & Retention: Managed a key account portfolio valued at over ₹4 Crore ARR, maintaining a 95% Gross Retention Rate (GRR) and initiating cross-sell/upsell programs that increased average client value by 25%.
- End-to-End Delivery: Led cross-functional stakeholder engagement and project management for taking custom AI products live, reducing client operational costs by 20% and increasing market reach.
Enterprise Sales Manager
Defmacro Software Pvt. Ltd (ClearTax)
08.2022 - 03.2024
- NRR Growth: Drove a 32% increase in Net Revenue Retention (NRR) through solution-led sales and personalized client growth plans across 50+ enterprise accounts.
- Enterprise Advisory: Served as the strategic point-of-contact for top-tier enterprise accounts (revenue ₹1,000 Cr to ₹10,000 Cr), specializing in driving retention and renewals.
- Digital Transformation: Led the consultative transition for major clients, integrating advanced GST solutions with their ERPs (e.g., SAP) to automate manual reconciliation and filing, drastically reducing compliance errors and saving significant man-hours.
- Complex Negotiations: Coordinated Legal, Finance, and Product teams to structure strategic, high-value SaaS agreements, averaging ₹10-12 Lakhs in Annual Contract Value (ACV).
Enterprise Sales Manager
Wigzo Technologies
Delhi
06.2021 - 08.2022
- Context: Contributed to the company's success and rapid growth trajectory that culminated in a successful acquisition by Shiprocket.
- Strategic Sales: Closed and onboarded 20+ accounts in 16 months, with 40% of the deals being high-ticket, major logos, demonstrating strong closing ability for marketing automation platforms.
- Value Delivery: Enabled clients to achieve an average 15% increase in customer retention and a 25% increase in customer engagement by leading the adoption of the marketing automation and Business WhatsApp solutions.
- GTM Alignment: Conducted workshops aligning product value with client Go-To-Market (GTM) strategies and customer retention objectives.
Customer Support Executive
Voonik Technologies
02.2016 - 01.2017
- Managed customer interactions across multiple digital channels, resolving escalations and improving service feedback loops.
- Provided insights to enhance platform usability and user experience, contributing to customer satisfaction improvement.
Education
MBA - Marketing & Operations
Symbiosis Institute of Management Studies
Pune01-2021
BE - Electrical & Electronics
East West Institute of Technology
Bangalore01-2015
Skills
Strategic KAM & Sales: Key Account Management (KAM), Consultative Selling, GTM Strategy & Account Planning, Cross-Functional Leadership, Digital Transformation
Technical & Tools: Salesforce CRM, MixMax, ZoomInfo, Apolloio, Lusha, MS Excel & Power BI, AI Conversational Flow Design
Metrics & Results: Net Revenue Retention (NRR), Pipeline Management, Customer Retention & Upsell, Forecasting & Negotiation
Certification
Strategic Management & Brand Management – Swayam
Timeline
Founding Member – Key Account Management
SalesAgents AI (Fogteams Tech Pvt Ltd)
04.2024 - Current
Enterprise Sales Manager
Defmacro Software Pvt. Ltd (ClearTax)
08.2022 - 03.2024
Enterprise Sales Manager
Wigzo Technologies
06.2021 - 08.2022
Customer Support Executive
Voonik Technologies
02.2016 - 01.2017
MBA - Marketing & Operations
Symbiosis Institute of Management Studies
BE - Electrical & Electronics
East West Institute of Technology