Senior Associate, Account Management

Mô tả Công việc
Are you passionate? A perpetual solver of problems? Are you proactive, dedicated to honing your skills, and persistent in completing and executing tasks? If the answer is yes, then we want you to join our team in Vietnam! We are currently seeking for an outgoing, energetic and detail oriented individual to join our Account Management team. Life at Lalamove is fast-paced, thrilling, and we are constantly doing things no one has ever done before.
We are looking for a high energy, quick thinking individual to achieve business target by creating and maintaining professional relationship with clients.
If you understand all things that are worth doing are never easy, and you want to become a better version of yourself, apply now!
What you'll do
A. Growth responsibility
Mainly responsible for Account Management (AM) Group KPI in revenue & supporting metrics (Customer retention rate; up-selling/ cross-selling revenue; Reactivation rate)
Maintain relationships with key accounts and customer's visits according to set tiers of corporate customers in order to generate sales volumes & revenues through upselling, retention and reactivation activities;
Strategize & ensure growth rate of the whole existing corporate customer cohort by maintaining healthy pipelines of up-selling/ cross-selling/ reactivation/ API partnership opportunities;
Participate in Sales Management Team to roll out quarterly & yearly strategies and campaigns;
Handling customer complaints and enquiries; Following up with service failure issues & coordinating with other departments;
Collaborate with marketing department on regular and seasonal campaigns;
Roll out periodical surveys on existing corporate customers cohort from time to time to identify market insights;
B. Team building & management
Supervise a team of Account Management Executives & Associates; able to mentor junior team members to build up the strong AM team.
Ensure all AM Group members comply with Standard Operating Procedures; participate in revising & optimizing current Standard Operating Procedures of AM Group to achieve higher service standards;
Oversee account handover process between Account Management & Business Development Teams as well as re-distribute accounts complying with corporate tiers periodically;
Oversee overall campaign timeline to make sure the integration plan is finished as committed expected output quality.
Working closely and coordinating with internal stakeholders in handling service failure, billing issues.
Weekly and Monthly report to the Manager.