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Chief Customer Officer

4 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Anchanto Full time

Position: Chief Customer Officer – APAC
Location: Malaysia
Reports to: Chief Revenue Officer

Please Note : This role is only open to Malaysian nationals or applicants holding a Resident Pass-Talent (RPT)

We are looking for a highly motivated and energetic individual with a can-do attitude, who enjoys networking and establishing relationships while developing and implementing commercial and strategic partnerships with our existing clients to achieve Anchanto's revenue growth goals.

As the Chief Customer Officer – APAC at Anchanto, primarily focused on our Strategic Accounts deployed across multiple countries, you will have a natural ability to network, build rapport, and explain the value proposition of complex technology. You will also lead and shape our account management SOPs and Customer Success strategies across all regions. You will be supported by three functions directly reporting to you: Customer Success, Customer Operations, and a team of Senior Strategic Account Managers.

Key Responsibilities

1. Regional Commercial Leadership

  • Accountability for Year-over-Year topline growth for the assigned portfolio of existing Regional Strategic Accounts. This growth is delivered through quota targets on self and the Strategic Account Manager team reporting to you across the region.
  • Drive quota targets primarily through upsells and cross-sells to existing customers, including new product licenses, features, services, brand, and country license expansions.
  • Strategize, manage, and deliver Account Plans quarterly for self and the team, with monthly reports to top management.
  • Collaborate closely with the Country Head team to identify and capitalize on opportunities, ensuring a coordinated client management approach.
  • Work internally with Customer Delivery/Project Management Teams to prioritize and promptly fulfill customer requirements/change requests.
  • Collaborate with Product Management and internal supply chain consultant teams to align resources and provide the necessary value to strategic accounts for commercial success.
  • Provide the Chief Revenue Officer with data-driven insights and reports covering key performance metrics, revenue strategies, client satisfaction, and opportunities for business expansion/revenue growth.
  • Share management reports on customer needs, problems, interests, competitive activities, and potential for new products and services.

2. Relationships Management

  • Establish CxO and Director-level connections with every Strategic Account, including Quarterly Business Review sessions as part of the Account Plan, to understand their evolving business needs.
  • Set KPIs with the team to map accounts, qualify existing contacts, and identify new stakeholders, creating clear stakeholder maps and defined buying roles.
  • Implement Account Penetration plans, including cold calls, LinkedIn outreach, emails, personal networking, events, and referrals from existing contacts.

3. Thought Leadership

  • Stay informed about industry trends, cross-company hires, organizational changes, and CxO lateral hires, particularly in the Customer Domain and the broader eCommerce and logistics ecosystem.
  • Understand the Key Success Factors of our customer domain, including Brands, Retailers, Distributors, and 3PLs.
  • Articulate these trends and success factors to demonstrate thought leadership and industry expertise, aiding in brand building.

4. Team Management

Strategic Accounts Team

  • Ownership of proposition development, pitch delivery, pipeline management, continuous development, and the outcomes of account sales skills for the team.
  • Enable, upskill, and assist in managing the pipeline for the team, with regular and direct involvement in the top 10 deals.

Customer Success and Operations Team

  • Identify opportunities to expand services and increase the lifetime contract value.
  • Regularly assess and address client satisfaction and health.
  • Define clear deliverables for the team that support the Account Management team—both Strategic and National.
  • Generate insights and reports that deliver value to the customer, directly or through Regional Strategic Accounts Team or National Account Teams.
  • Establish clear SOPs and CRM cadences to be followed across the company.
  • Recruit, train, mentor, and motivate a team of managers, fostering a culture of excellence, collaboration, and commercial focus.

Essential Requirements

  • Minimum of 10 years' experience in a sales role, preferably as an Account Director or Business Development Manager.
  • Experience with SaaS products for eCommerce in the Retail and Logistics sector.
  • Strong understanding of eCommerce concepts and comfort in working with and communicating to C-level stakeholders. Adept at translating business outcomes into operational language.
  • Exceptional communication skills, particularly in writing.
  • Ability to deliver presentations that captivate an audience.
  • Ability to build rapport, create connections, and drive engagement.

Personal Attributes

  • Self-aware of your strengths with clarity in storytelling.
  • Capable of handling ambiguous briefs from customers and restoring clarity in discussions.
  • Self-motivated with the ability to proactively seek out solutions and opportunities.
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