**NOTE**: Accepting applicants who already have full working and living rights in Indonesia and do not need visa sponsorship.**
**About Anchanto**:
Anchanto is a Singapore-based technology company that provides SaaS products to help businesses maximize their e-commerce potential. The suite of products includes solutions for omnichannel sales, fulfilment operations, and data analytics. The company's technology is trusted by top brands, distributors, retailers, and logistics companies worldwide, including L'Oréal, Decathlon, and DHL Supply Chain. With over 10 local offices across Asia-Pacific, the Middle East, and Europe, Anchanto is rapidly expanding and seeking talented individuals to help shape the future of e-commerce.
We are passionate about our customers and believe that they are our most important asset, and we are always looking for ways to improve their experience. Our world-class products and our customer-facing teams are all designed to provide our customers with the best possible service.
**Role Overview**:
As the Director, Account Management, you will be responsible for leading and developing a high-performing team of account managers. You will play a pivotal role in ensuring customer satisfaction, retention, and expansion. In this role, you will need to have a deep understanding of the e-commerce, supply chain management and logistics industries, as well as a strong strategic vision, leadership skills, and a proven track record of success in driving revenue growth.
As a leader, you will be responsible for setting the overall vision and strategic plan for the Account Management team. Your focus will be on driving product adoption, leading a positive customer experience at every step of the customer journey, and driving growth through gross renewals and net retention improvements.
**Key Responsibilities**:
**Leadership and Team Management**:
- Recruit, train, mentor, and motivate a team of account managers, fostering a culture of excellence, collaboration, and commercial focus
- Provide guidance, coaching, and performance feedback to the account management team, enabling them to achieve their targets and professional growth
- Establish clear goals, metrics, and performance indicators for the team, regularly reviewing and optimizing processes to maximize efficiency, revenue growth, and customer success
- Demonstrate operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation and planning
**Commercial Strategy and Revenue Generation**:
- Develop and execute a comprehensive commercial strategy that aligns with business goals, focusing on revenue growth, upselling, cross-selling, and customer expansion
- Collaborate closely with the sales team to identify and capitalize on opportunities within the existing customer base, driving revenue growth and customer lifetime value
**Customer Relationship Management**:
- Develop and maintain strong relationships with key strategic accounts, serving as the primary point of contact for escalated issues and inquiries with a commercial focus
- Collaborate closely with cross-functional teams, including Customer Support, Engineering, Product, Delivery, Sales, and marketing to ensure seamless delivery of services and solutions to customers
- Drive customer satisfaction, retention, and commercial success by proactively identifying opportunities to enhance value, address customer needs, and resolve challenges in a timely manner
- Escalation point for Accounts managed by the Account Management Team
- Understand, review, update and execute (if required) the Get Well Plans
**Data Analysis and Insights**:
- Utilize data-driven insights to analyse customer usage patterns, identify opportunities for upselling and cross-selling, and drive revenue growth.
- Work closely with the product development team to prioritize and advocate for customer-driven enhancements and new features with a strong commercial focus.
- Monitor market trends, and industry developments to identify commercial opportunities and stay ahead of the curve
**Account Management**
- Managing Key Accounts (overall engagement, issue resolutions, renewals, Upsell, cross-sell, CRs etc.)
**Qualifications and Skills**:
- Bachelor's degree in business, marketing, or a related field (MBA preferred)
- Total Industry experience of more than 15 years
- Proven experience (min 5 years) in a leadership role within the E-commerce/Logistics/Supply Chain Management SaaS industry, with a strong focus on account management, Customer Care and Sales
- Strong understanding of domain trends, technologies, and best practices
- Excellent interpersonal and communication skills, with the ability to build and maintain strong relationships with customers and internal stakeholders
- Demonstrated experience in managing and developing high-performing teams
- Data-driven mindset, with the ability to analyse metrics and derive insights for decision-making, with a s