Customer Success Executive

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Anchanto Full time

About Anchanto:

At Anchanto, we believe that every business has the potential to unlock the full power of e-commerce. We provide a suite of SaaS products that enables businesses to drive omnichannel sales, scale fulfillment operations, and leverage intelligent data to grow their e-commerce, logistics & warehousing activities.

From leading brands like L'Oréal, Decathlon, or DHL Supply Chain to emerging businesses, our technology is trusted to scale their local and global e-commerce operations.

The Role: Key Account ManagerKey Responsibilities:
  1. Managing large corporate customer life cycles post GoLive and renewals
  • Collect all necessary information and detail 'what is sold' by the sales team to customers
  • Setup and execute kick-off/introduction call with the customer and the platform delivery team after taking over the account post GoLive
  • Be extremely structured and diligent in managing customer expectations while clarifying requirements, priorities, and any integrations with customers post-implementation
  • Escalation and resolution of issues, share and track on ETAs as required. Internal escalation of issues faced by the customer
  1. Enterprise and Large Customer/stakeholder expectations and relationship management
  • Maintain crisp, clear, and straight communication with the customer in different phases of the lifecycle
  • Work closely with customers to achieve success while using Anchanto products
  • Have regular follow-ups, status updates, and face-to-face meetings
  • Keep customers posted about major product releases, new features, and benefits
  1. 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 a 12-month account growth plan, forecasts with the customer, and work on the plan to achieve those targets
  • Assess impact on revenue and projections in case of churn situation identified with customer. Manage retention or exit process
  • Monitor and ensure customer usage on Anchanto platforms
  • Conduct 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 meetings with customer-side users, decision-makers, influencers, and mapping the account health and/or any risks
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 a bias towards decision making
  • Proven interpersonal skills during project management
  • Ability to work with teams in different geographies


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