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Key Account Manager

3 weeks ago

Jakarta, Indonesia Anchanto Full time

Experience: 4+ years
Education and Experience: Graduate Customer/Client facing roles **essential** with a technical background and project management experience.

**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 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
is GoLive
- Be extremely structured and diligent in managing customer expectations while Clarifying
requirements, priorities, any integrations with customers post implementation
- Escalation and resolution of issues, share and track on ETAs as required. Internal escalation of
issues faced by customer

**2. Enterprise and Large Customer / stakeholder expectations and relationship management**
- Clear understanding of Maintain crisp, clear and straight communication with the customer in different phases of lifecycle
- Responsible to work closely with customers in order to achieve success for the customer while using Anchanto products
- Have regular follow-up, status and face-to-face meeting
- Keep customer posted about major product release, new features and benefits

**3. 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 12 months account growth plan, forecasts with customer, and work on the plan to achieve those targets
- Asess impact on revenue, projections in case of churn situation identified with customer. Manage retention or exit process
- Monitor and make sure customer usage on Anchanto platforms
- 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 (weekly, monthly, quarterly) meetings with customer side users, decision makers, influencers and mapping the account health and/or any risks

**5. Manage any delays, external dependencies**
- Publish detailed analysis internally on churn, and improvement areas, new features, Internal alerts and get support to retain and renew customer.
- Prepare and present proposal 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 bias towards decision making
- Prover inter-personal skills during project management
- Ability to work with teams in different geographies