Regional Associate, Cross Border (Key Account Management)
Salary undisclosed
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Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries.
At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started! We have much room for improvement and many ideas that will further shape the industry.
The Cross Border Commercial, Sales Operations team supports all sales activities ranging from (i) Shipper onboarding, (ii) Key shipper retention, (iii) Sales strategy & initiatives for Sales offices, (iv) Data visibility & tooling for Sales offices.
This role sits in Retention team within Sales Operations, as part of the team incumbent will be responsible for retention which includes but not limited to;
1) Account management covering operational escalations & commercial enquiries
2) Onboarding existing shipper onto new service; guiding & walking through SOPs
3) Develop & lead account management plan translating into revenue growth
4) Performance monitoring.
The incumbent is expected to have a client-facing demeanour, can-do attitude and takes initiative and demonstrates flexibility to address all types of shipper issues. We prize team-first mentality, accountability to shippers and tenacity to solve difficult issues to retain shippers amidst a very competitive landscape.
Responsibilities
- Prepare and deliver regular updates on key account performance, client feedback, and growth opportunities to regional stakeholders within the organization.
- Monitor and analyze the performance of assigned key accounts to ensure that SLAs and shippers' expectations are met, while proactively addressing any issues or opportunities for improvement that arise.
- Facilitate the onboarding of existing shippers onto new services, ensuring seamless integration into operational workflows
- Act as the main point of contact for daily account inquiries and escalations, ensuring the development and maintenance of strong, long-term relationships with key shippers.
- Conduct MBR sessions with shippers to review service lane performance, understand their needs, and address any concerns.
- Ensure balanced internal alignment while executing strategies to achieve shipper retention and improve satisfaction.
- Identify and cultivate new opportunities within existing accounts by working with the team to explore potential upsell and cross-sell options
- Collaborate independently with internal teams (XB Country Ops, XB Opex & Country XB Account Managers) to ensure seamless service delivery and address all operational escalations.
- Drive & Own resolution of all XB's shipper operational escalation in a timely and effective manner.
- Maintain and update CRM for key accounts assigned, ensuring 100% pipeline visibility and sales report generation from Salesforce
- Ensure adherence to SOPs during the go-live and post-onboarding processes.
Requirements
- Minimally 1-3 years of account management experience
- Ability to converse with and influence senior stakeholders in client organizations
- Confident and effective communication skills, both written and oral
- Working knowledge of MS Word, PowerPoint, Excel
- Demonstrated experience in executing complex multi-stakeholder commercial and operational projects
- Good understanding of cross border related operations and solutions
- Exposure to working across geographies, teams and individuals will be an added advantage
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