Account Growth Specialist

7 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Anchanto Full time
About Anchanto:
Anchanto is a fast-growing global SaaS tech company that helps all businesses exploit the full potential of e-commerce. Our suite of products enables companies to springboard omnichannel sales, scale fulfillment operations, and use intelligent data to grow their e-commerce, logistics & warehousing activities.

At Anchanto, we believe in empowering our employees to grow and thrive in their careers. We offer a dynamic and supportive work environment, where you can develop your skills and knowledge, and take on new challenges and opportunities. If you're looking for a rewarding and challenging role, where you can make a real impact, then this could be the perfect opportunity for you.

The Role: Key Account Manager

Key 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 the 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 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
  1. Manage any delays and external dependencies
  • Publish detailed analysis internally on churn, improvement areas, new features, and internal alerts, and get support to retain and renew customers
  • Prepare and present proposals 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 a bias towards decision making
  • Proven interpersonal skills during project management
  • Ability to work with teams in different geographies

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