Key Account Manager – Digital & Gamification

Job Title: Key Account Manager – Digital & Gamification

Employment Type: Full-time

Job Location: Dhaka, Bangladesh

Department: Business Development / Customer Success

Number of Vacancies: 1

Starting Date: Immediate

Job Context

MIAKI is an organization with skillful resources that are relentlessly working to make a difference in the spectrum of Tech & Digital Services. As a Multi-Country Service Provider, we specialize in delivering customized software solutions, digital transformation services, managed services, and skilled resources across local and international markets.

We are looking for a proactive and results-oriented Key Account Manager – Digital & Gamification to manage and grow strategic B2B accounts while ensuring an exceptional customer experience across our digital products and services.

This role sits at the intersection of Account Management, Customer Success, Business Growth, and Digital Platform Operations. The successful candidate will work closely with clients to understand their business objectives, coordinate internal teams to deliver solutions, monitor customer and platform performance, and identify opportunities for account expansion and long-term partnership.

The ideal candidate is commercially aware, highly organized, data-driven, comfortable working with digital platforms, and capable of turning customer requirements and insights into measurable business outcomes.

Role & Responsibilities

Key Account Management

• Build and maintain strong, long-term relationships with B2B and enterprise clients.
• Act as the primary point of contact for assigned clients and ensure clear, consistent communication.
• Understand client objectives, challenges, business processes, and expectations.
• Manage client requests related to products, services, platform configuration, and operational requirements.
• Conduct regular account reviews and identify opportunities to improve customer satisfaction, engagement, and retention.
• Ensure client concerns and requirements are properly documented, communicated, tracked, and resolved.

Customer Success & Service Delivery

• Ensure clients receive the highest possible value from the company's products and services.
• Work closely with internal Product, Technology, Operations, BI, and Customer Success teams to deliver client requirements.
• Coordinate onboarding, platform setup, configuration, training, and ongoing account support.
• Monitor service quality and proactively identify potential issues before they impact customers.
• Follow up on technical or operational issues and ensure timely resolution.
• Develop a strong understanding of the platforms and tools used to support client operations.

Business Growth & Account Expansion

• Identify opportunities for upselling, cross-selling, account expansion, and new business within existing client relationships.
• Understand client needs and recommend relevant products, services, or solutions.
• Work with Sales and Business Development teams to convert customer opportunities into commercial outcomes.
• Develop account growth plans based on customer needs, business potential, and performance data.
• Contribute to revenue growth through strong relationship management and consultative engagement.

Digital & Gamification Operations

• Support clients in managing and optimizing their digital platforms and gamification activities.
• Coordinate the creation, configuration, scheduling, and maintenance of digital campaigns, tournaments, or platform activities.
• Ensure configurations and scheduled activities are accurate and aligned with client requirements.
• Monitor active platforms and identify inconsistencies, errors, or performance issues.
• Coordinate with relevant technical and operational teams to resolve platform-related issues.
• Maintain a high level of operational accuracy and attention to detail.

Data, Reporting & Insights

• Monitor customer activity, engagement, and behavioral trends across digital platforms.
• Prepare regular account performance and activity reports.
• Analyze customer and platform data to identify trends, opportunities, and potential risks.
• Use data-driven insights to recommend improvements in customer engagement, retention, and growth.
• Monitor key account KPIs and provide regular updates to management.

Cross-functional Collaboration

• Act as a bridge between clients and internal teams including Sales, Product, Technology, Operations, BI, and Customer Success.
• Translate customer requirements into clear internal actions and ensure effective follow-through.
• Communicate customer feedback to relevant teams to support product and service improvements.
• Coordinate multiple stakeholders to ensure smooth execution of customer initiatives.
• Participate in client meetings, business reviews, and internal planning sessions.

Job Requirements

Educational Requirements

• Bachelor's degree in Business Administration, Marketing, Management, Communications, or a related discipline.

Experience Requirements

• 6+ years of experience in Key Account Management, Account Management, Customer Success, Business Development, Sales, or a similar client-facing role with digital product & operations.
• Proven experience managing B2B or enterprise clients.
• Experience in digital services, SaaS, technology products, gaming, gamification, OTT, FinTech, media, or related industries will be an advantage.

Required Skills & Expertise

Account Management

• Strong experience building and maintaining B2B client relationships.
• Strong customer service and relationship management capabilities.
• Ability to understand customer needs and translate them into actionable solutions.
• Strong ownership of client requirements and follow-up.

Business Growth

• Ability to identify commercial opportunities within existing accounts.
• Understanding of customer retention, account expansion, upselling, and cross-selling.
• Strong commercial awareness and results-oriented mindset.

Digital & Technology

• Strong digital aptitude and ability to quickly learn new systems and platforms.
• Comfortable working with technology products and digital services.
• Ability to understand platform functionality and coordinate effectively with technical teams.
• Experience with CRM or customer management platforms is an advantage.

Data & Reporting

• Strong analytical ability and attention to detail.
• Ability to analyze customer activity and performance data.
• Comfortable preparing reports and drawing actionable conclusions from data.

Key Competencies

• Customer-first mindset.
• Excellent communication and interpersonal skills.
• Strong presentation and stakeholder management capabilities.
• Highly organized and detail-oriented.
• Strong analytical and problem-solving ability.
• Fast learner with the ability to work independently.
• Strong ownership and accountability.
• Comfortable managing multiple clients and priorities simultaneously.
• Able to work effectively in ambiguous and rapidly changing environments.
• Results-driven and commercially minded.
• Strong ethical standards and ability to handle confidential information.

Preferred Qualifications

• Experience working in a high-growth startup or international technology company.
• Previous experience in Customer Success and Account Management.
• Experience with digital platforms, SaaS products, gamification, gaming, OTT, or other technology-driven services.
• Strong interest in emerging technology, AI, digital products, and gamification.
• Experience working with international clients will be an advantage.

Salary: Competitive and negotiable based on experience, skills, and market standards.

Compensation & Benefits: As per company policy.

Interview Process

1. Introductory discussion with HR.
2. Business / Account Management interview with the relevant team.
3. Final interview with the Project Owner / Management & CEO

Application Process

Interested candidates are encouraged to submit their updated CV highlighting their experience in B2B account management, customer success, business development, digital services, or technology-driven products.