Account Management Executive

* Onboarding Success Management
* Customer onboarding workflow development
- Develop, implement and continuously enhance new customer onboarding workflow to meet the successful onboarding process for all customers.
* Customer Demand Management
- Collaborate with Business Development team to create a successful bidding and sales plan according to the business development target.
- Engage customer stakeholders by demonstrating how Esoft services and solution can support customer business & scalability.
* Testing & Deal Management
- Collaborate with other department to implement the customer tests and ensure the on-time and high-qualified testing results to customers.
- Identify customer drivers for change to design a joint solution for the customers.
- Win customers with a compelling value proposition based on Esoft values and success outcomes.
* Adoption Management
- Prepare and manage the customer workflows including product workflow, turnaround time workflow, communication workflows, reporting workflows and any special workflows such as customer system workflows, etc.
- Prepare and manage all customer tutorials and guidelines (including collecting them from other relevant departments).
- Welcome customers to Esoft team and provide an alignment to establish a shared success expectation and a mutual success plan including onboarding success metrics such as on-time delivery target, correction rate target, complaint rate target, volume ramp-up targets, etc.
- Establish a joint relationship expectation including check-in, on-line meeting frequency, satisfaction feedback, etc.
- Ensure all relevant parties are well informed and understood of the onboarding success plans to foster a productive onboarding outcomes.
- Provide customers all trainings and continuous support of Esoft solutions, system and workflows to ensure customers well adopted with Esoft onboarding process.
- Monitor and ensure all onboarding success metrics on track and flag to relevant departments to prevent off-track outcomes.
- Follow up and update customers on the success plan progress and onboarding success metrics to align on the customer expectations and satisfaction during the adoption process.
- Wrap up the onboarding process completion and hand over to Account Success Team for continuous customer consumption and expansion.
*** Account Success Management
* Consumption Management
- Welcome customers to Account Success team and Consumption journey and provide an alignment to establish a shared success expectation and a mutual success plan including account success metrics such as on-time delivery target, correction rate target, complaint rate target, volume plan targets, etc.
- Establish a joint relationship expectation including check-in, on-line meeting frequency, on-site meeting frequency.
- Ensure all relevant parties are well informed and understood of the account success plans to foster the productive consumption outcomes.
- Develop Key Account Plan file
- Collaborate with Tech to develop Reporting documents for managing all account success metrics and ensure these documents are timely updated.
- Monitor and ensure all account success metrics on track and flag to relevant departments to prevent off-track outcomes.
- Organize and join frequent meetings with other department to review quality, delivery, system and take actions for improvement.
- Follow up and update customers on the account success plan progress and account success metrics, and review the quality, delivery, communication, support, system and improvement actions to align on the customer expectations and satisfaction to develop the loyalty relationship with the customers.
- Ensure customers receive proactive guidance and engagement to foster on-going consumption.
* Expansion Management
- Collaborate with BD and PE to analyse customers' needs and trends to propose/recommend solutions.
- Support BD and PE for new business development to expand new services and solutions for customers