Customer Success Executive
2 weeks ago
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:- 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
- 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
- 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
- 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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