Key Account Management Manager, Fulfilment

5 days ago

Subang Jaya, Malaysia Ninja Van Full time

Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries.

At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started We have much room for improvement and many ideas that will further shape the industry.

This person will lead the the KAM / biz ops team for Singapore’s Fulfilment and be responsible for all KAM / bizops activities, including making decisions within agreed upon frameworks and surfacing / proposing solutions to issues relating to all fulfilment customers, reporting to the Head of Fulfilment for SG who oversees the business. This role will be oversee all onboarded customers, which represent 80-90% of revenue for the business on a recurring basis. This role is also in charge of tech integrations related to onboarding a customer, driving retention and wallet share growth, billing, claims and ARs and end to end finance issue resolution. Travel is expected around 10-15% of the time. The KPIs for this role will be retention of customers and customer satisfaction metrics

**Responsibilities**:

- ** Own and manage rapport with existing clients**from onboarding, training and build customer trust towards Fulfilment service
- Focal contact and escalation point for **day-to-day operations**and manage change requests raised by assigned accounts
- ** Main customer support**for existing operational and system enquiries
- Coordinate with internal stakeholders to understand customer needs, maximize retention and growth, and communicate learnings
- ** Maintain existing customer success metrics**, documentation and data
- Independently **prepare, draft and review presentations**with customers
- ** Lead the onboarding** of new customers from point of acquisition to system go-live
- Handle inquiries and perform related duties including **ad hoc and fulfllment**related tasks as assigned
- Provide **technical fulfilment expertise** for incoming, onboarding and existing customers
- ** Create customer retention**using value proposition and continuous improvement

**Requirements**:

- At least 5-7 years of extensive experience in account management and/or in a customer success role
- Experience in 3PL logistics, particularly fulfilment and warehousing preferred
- Strategic, innovative, and creative personality with a strong business acumen
- A passion for working in and managing a fast-paced, collaborative environment
- Adept multi-tasker with the ability to quickly prioritize and effectively delegate tasks
- Business development or **account management experience in eCommerce Logistics market**:

- Strong existing **working relationships with clients**:

- Proficiency in Microsoft Office (Word, PowerPoint, Excel) and Google Workspace (Docs, Slides, Sheets, Forms)

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