Key Account Manager

Job Description

  • Singapore

  • Full Time

  • Account Management

Job Purpose

Key Account Manager is responsible to work closely with one of Anchanto main customer and shareholder in order to achieve success for the customer while using Anchanto products, over multiple sales opportunities.

Key Accountabilities/Responsibilities

  1. Manage customer life cycle after contract signature to stable to churn
  2. Maintain crisp, clear and straight communication with the customer in different phases of lifecycle
  3. Setup and execute kick off / introduction call with the customer after taking over the account from sales team
  4. Collect all necessary information and in detail 'what is sold' by sales team to the customers
  5. Clarify requirements, priorities, any integrations with customers prior to implementation and plan
  6. Access internal and customer readiness for implementation
  7. Prepare overall implementation plan along with Product Consultant and define the implementation schedule
  8. Manage any delays, external dependencies
  9. Manage customer on-boarding
  10. If needed be present onsite during implementation and or necessary priority meetings
  11. Regular (weekly, monthly, quarterly) meetings with customer side users, decision makers and mapping the account health and/or any risks
  12. Escalation and resolution of issues, share and track on ETAs as required. Internal escalation of issues faced by customer
  13. Monitor and make sure customer is using platform
  14. Weekly and Monthly monitoring of product usage and volume for the account as a health check, customer behavior, risk analysis and overall account status
  15. Customer / stakeholder expectations management
  16. Keep customer posted about major product release, new features and benefits
  17. Prepare and share internal revenue forecasts. Prepare 12 months account growth plan, forecasts with customer, and work on the plan to achieve those targets
  18. Follow-up on account growth plan and up-sell opportunities with the customer
  19. Ensure timely invoicing and payments from accounts being managed, resolution of customer queries on invoices if any
  20. Crisis Management
  21. Internal alerts and get support to retain customer. Prepare and present proposal to retain customer
  22. Asses impact on revenue, projections in case of churn situation identified with customer. Manage retention or exit process
  23. Publish detailed analysis internally on churn, and improvement areas
  24. Part of the new sales process with identification of the additional projects with the customer, across territories, including pre-sales involvement

Skills & Experience

  • Min 5+ years’ experience in dealing with medium/large accounts
  • Understand customer lifecycle and behavior
  • Ability to clearly communicate internally and externally
  • OMS and WMS software and landscape experience is a plus
  • Speaking English and French is mandatory, with other language as a plus
  • Already based in Singapore with valid existing visa secured (Singaporean, PR, PEP, DP)

Soft Skills

  • Ability to work independently with minimal direction, while also functioning and contributing as part of a team
  • Self-starter and should be able to proceed with minimal supervision
  • Strong communication skills
  • Understanding and respect multi-cultural work environment
  • Ability and desire to learn quickly
  • Strong attention to detail and problem-solving skills

Scope of the Role

  • The role will have geographical coverage for all countries including Europe
  • Based in Singapore

 



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