(senior) Key Account ExecutiveCÔNG TY CỔ PHẦN DHL ECOMMERCE SOLUTIONS (VIỆT NAM)

Key Accountabilities: • Knows commercial agreement inside out and fully understands DSC's and customer's duties & rights. • Diligently coordinates DSC internal commercial process related to his/her accounts, ( e.g., O2D, Renewals, BCA process). Ensures timely and accurate data entry into systems and tools required for above processes • Ensures customer is billed accurately, completely, and on time for the consumed services; follows up with customer for outstanding payments Towards Customer • Do data analysis for commercial negotiations (e.g., rate increase) based on internally aligned positions • Balances needs of the customer with needs of our operations by facilitating mutual solutions. • Ensure internal O2D process in managing accounts (Salesforce, BCA, CAP) • Follow up the results of CXM survey and agrees mutual action plans that address their feedback. • Knows commercial agreement inside out and fully understands DSC's and customer's duties & rights. • Ensures customer is billed accurately, completely, and on time for the consumed services; follows up with customer for outstanding payments. Equally towards Customer & DSC • Balances needs of the customer with needs of our operations by facilitating mutual solutions. • Investigates validity of customer claims and manages internal approval and customer communication process Towards DSC (P&L Owner, Operations, Finance, etc.) • Works closely with the Operations leader for her/ his account and trusts them to deliver the KPIs. But tracks operational performance to jump in when customer satisfaction is at risk; and escalates decisively if and when required • Participates in regular internal Performance Management Reviews • Owns any New and Renewal opportunities with this account and coordinates the required pursuit team (e.g., Solution Design, ITCS, HR, Finance) • Diligently coordinates DSC internal commercial process related to his/her accounts, e.g., O2D, Renewals, BCA process, etc. Ensures timely and accurate data entry into systems and tools required for above processes • Ensures SOPs are fit to deliver on customer requirements and kept up to date • Coordinates regular interaction between DSC internal parties (e.g., Ops, IT, OE) to drive Continuous Improvement, based on own initiative or CXM feedback People - Management • Is the 'glue' between customer, operations and the wider DSC business. • Needs to be able to communicate and build rapport with diverse group of people - operations leaders and operatives / senior customers / DSC P&L owners • Is a role model for the principles of Customer Centricity: o Putting ourselves into the customer's shoes o Actively listening, understanding, then acting o Delivering excellence & continuously challenging the status quo o Doing what we said we would be doing o Going the extra mile o Being simple to do business with