Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gaurav Kumar

Key Account Manager
Delhi

Summary

Strategic and results-oriented Key Account Manager with over 6 years of success in client relationship management, B2B sales, and customer success across travel tech, fintech, and digital services. Skilled in managing multi-million INR accounts, increasing revenue streams, and delivering seamless client experiences. Currently driving account growth and user satisfaction at MakeMyTrip, India’s premier travel platform. Expert in CRM tools, client onboarding, contract negotiation, and customer retention strategies. Eager to leverage strategic sales acumen in a fast-paced, growth-oriented organization.

Overview

8
8
years of professional experience

Work History

Key Account Manager

MakeMyTrip (MyBiz)
Gurugram
02.2024 - Current
  • Managed a portfolio of 40+ corporate travel accounts, driving 35% increase in annual revenue.
  • Designed and executed strategic account growth plans aligned with client KPIs.
  • Improved client retention to 90%+ through proactive communication and periodic CXO engagement.
  • Delivered tailored travel solutions, conducted post-demo training for admins and travel bookers.
  • Collaborated with product and operations teams to resolve high-priority issues and ensure seamless travel experiences.

Senior Lead Manager – Sales & Partnerships

Shakti Vidya & Spiritual Vidya
Delhi
06.2023 - 01.2024
  • Led B2B sales initiatives for wellness and spiritual education services; increased sales pipeline conversion by 27%.
  • Streamlined CRM adoption, reducing manual tracking errors and improving follow-up compliance.
  • Facilitated long-term partnerships through custom solutions and client-centered communication.

Senior Project Lead

ADG Online Solutions Pvt. Ltd
Gurugram
05.2021 - 04.2023
  • Directed a 300-seat national call center project for BECIL under the Ministry of Information & Broadcasting.
  • Managed large-scale survey projects (AFEES, MWS, QES), including end-to-end execution and compliance.
  • Trained and led over 100 surveyors, ensuring quality data collection and accurate reporting.

Senior Customer Support Officer

Paytm
03.2019 - 04.2021
  • Resolved high-volume UPI and wallet-based issues via voice and chat support.
  • Introduced structured feedback loops from customers to reduce resolution TAT by 22%.
  • Promoted to chat-based team after consistent performance in query handling and CSAT.

Bank Clerk & Cashier

Karnataka Bank
01.2018 - 10.2018
  • Managed end-to-end banking operations including CASA account servicing, cash handling, and forex desk rotation.
  • Delivered a seamless in-branch experience while maintaining full compliance with banking protocols.

Education

M.Com Hons - Commerce

IGNOU, SLCC
Delhi
04.2001 -

Skills

Key account management

Client relationship building

Account management

Business development

Salesforce dashboards

MS office

Reporting and metrics

Timeline

Key Account Manager

MakeMyTrip (MyBiz)
02.2024 - Current

Senior Lead Manager – Sales & Partnerships

Shakti Vidya & Spiritual Vidya
06.2023 - 01.2024

Senior Project Lead

ADG Online Solutions Pvt. Ltd
05.2021 - 04.2023

Senior Customer Support Officer

Paytm
03.2019 - 04.2021

Bank Clerk & Cashier

Karnataka Bank
01.2018 - 10.2018

M.Com Hons - Commerce

IGNOU, SLCC
04.2001 -

Similar Profiles

CREATE PROFILE
Gaurav Kumar Key Account Manager