Account Manager - Indonesia

Job Description

  • Jakarta, Indonesia

  • Full Time

  • Account Management

Experience: 4+ years
Education and Experience: Graduate Customer/Client facing roles essential with a technical background and project management experience. 

Responsibilities Include:

1. Managing large corporate customer life cycle post GoLive, and then renewals

  • Collect all necessary information and in detail 'what is sold' by sales team to the customers
  • Setup and execute kick off / introduction call with the customer and the platform delivery team after taking over the account
    is GoLive
  • Be extremely structured and diligent in managing customer expectations while Clarifying
    requirements, priorities, any integrations with customers post implementation
  • Escalation and resolution of issues, share and track on ETAs as required. Internal escalation of
    issues faced by customer

2. Enterprise and Large Customer / stakeholder expectations and relationship management

  • Clear understanding of Maintain crisp, clear and straight communication with the customer in different phases of lifecycle
  • Responsible to work closely with customers in order to achieve success for the customer while using Anchanto products
  • Have regular follow-up, status and face-to-face meeting
  • Keep customer posted about major product release, new features and benefits

3. Follow-up on account growth plan and up-sell opportunities with the customer

  • Ensure timely invoicing and payments from accounts being managed, resolution of customer queries on invoices if any
  • Prepare and share internal revenue forecasts. Prepare 12 months account growth plan, forecasts with customer, and work on the plan to achieve those targets
  • Asess impact on revenue, projections in case of churn situation identified with customer. Manage retention or exit process
  • Monitor and make sure customer usage on Anchanto platforms
  • Weekly and Monthly monitoring of product usage and volume for the account as a health check, customer behavior, risk analysis and overall account status
  • Regular (weekly, monthly, quarterly) meetings with customer side users, decision makers, influencers and mapping the account health and/or any risks

5. Manage any delays, external dependencies

  • Publish detailed analysis internally on churn, and improvement areas, new features, Internal alerts and get support to retain and renew customer.
  • Prepare and present proposal to renew customer contracts
  • Liaise with internal teams to delegate and follow-up on work assigned 

Key Competencies
• Demonstrable Project Management Skills with multiple stakeholder Management
• Excellent written and verbal communication skills in English.
• Experience in project management in the eCommerce/Saas or IT domain
• Analytical and problem solving skills with bias towards decision making
• Prover inter-personal skills during project management
• Ability to work with teams in different geographies

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