Key Account Manager

Drive Key Account Management initiatives for a fast-growing global SaaS tech company in Malaysia

^{Note: Apply only if you are a Malaysian Citizen or PR Holder}

About Anchanto:

Anchanto helps all businesses to exploit the full potential of e-commerce. Our suite of SaaS Products enables companies globally to springboard omnichannel sales, scale fulfilment operations, and use intelligent data to grow their e-commerce, logistics & warehousing activities. Leading brands, distributors, retailers, and logistic enterprises such as L’Oréal, Decathlon, or DHL Supply Chain rely on our technology to scale their local and global e-commerce operations.

Headquartered in Singapore and with more than 10 local offices across Asia-Pacific, the Middle East and Europe, we are growing rapidly and looking for ambitious people to join our teams to build the future successes of Anchanto.

The Role: Key Account Manager

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

Benefits of working with Anchanto:

• A chance to build a career with a fast-growing global SaaS tech company
• An opportunity to collaborate with global teams on interesting sales campaigns
• Competitive salary package
• Amazing work-life balance
• Learning opportunities
• Flexible work hours
• Beautiful office in the heart of the city