Key Account Manager - Islamabad

About the role

Mohsyn, which provides care services for Pakistani families abroad, is looking for a Key Account Manager based in Islamabad, reporting to the Head of Engagement. The role takes end-to-end ownership of a portfolio of families, monitoring the quality of services such as doctor visits, physiotherapy and lab investigations, and building trusted relationships with overseas family members. It is described as a full-time hybrid position.

Key responsibilities

• Monitor the quality and completion of services (doctor visits, physiotherapy, psychology sessions, lab coordination, medication delivery, emergency response, field visits) and intervene before clients notice problems.
• Follow up with Medical, Operations, Field Support Officers, City Operations and vendors until outstanding actions are resolved, and review recurring service issues.
• Own the full account lifecycle, from onboarding and orientation through renewals and offboarding, keeping track of active services, follow-ups, important dates and risks.
• Build long-term relationships with overseas families and beneficiaries, conducting proactive check-ins and remembering their preferences, routines and important occasions.
• Maintain detailed, up-to-date client profiles covering medical history, family structure, communication preferences and service preferences, and use them to anticipate needs.
• Track portfolio patterns such as service utilisation, missed visits, declining engagement and high-risk accounts, and recommend interventions.
• Handle complaints and service failures end to end, coordinate resolution across teams, document root causes and recommend process improvements.
• Work closely with physicians, specialists, physiotherapists, psychologists, field officers and other teams, translating client requirements into clear internal actions.

Required profile

• 2 to 4 years of experience.
• Ability to act as the internal owner of client relationships and to proactively manage account quality.