Account Management Senior Associate

2 days ago

Singapore Ninja Van Full time

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 Account Management Senior Associate is responsible for establishing and maintaining strong rapport and account retention with shippers using Ninja Van’s suite of services. They will be the primary contact for assigned clients and liaise with them to grow their revenue and ensure a high level of service delivery and client satisfaction. They are also responsible for the mentoring of Account Management Associates and helping to drive the discovery of new wallet share amongst existing clients.

**Responsibilities**:

- Ensure escalations and issues from clients are handled in a timely manner with appropriate solutions to provide a positive customer experience
- Retain and grow revenue of assigned accounts through identifying opportunities for up-selling and cross-selling of solutions and services
- Conduct Monthly/Quarterly Reviews with clients
- Conduct contract renewal with clients
- Build and establish strong relationships with assigned accounts for strong account retention
- Work closely with internal departments and stakeholders to identify and resolve any operational issues
- Maintain regular performance and data reporting format to present relevant shipping data and statistics to clients
- Monitor operational performance and service standards for assigned clients
- Monitor ongoing and emerging trends within the industry
- Work with Account Management Manager to Identify, ideate and propose new business opportunities to expand Ninja Vans’ existing suite of products/services to meet and anticipate shippers needs
- Learn and share best practices within area of responsibility through leading by example
- Work with the team to identify common recurring issues faced by clients and work closely to develop SOPs to resolve issues

**Requirements**:

- At least 2 years experience in an account management/client-facing role, experienced in logistics industry is advantageous
- Demonstrate good presentation and negotiation skills
- Business acumen to ensure profitability when offering discounts and promotions to key clients
- Strong communications skills and relationships building to manage both internal and external stakeholders, at all levels.
- Mentorship - Willingness and ability to and nurture junior team members
- Ability to work and thrive in a fast-paced, rapidly changing work environment.
- Customer-centric mindset with strong communication skills
- Proficiency in English required, proficiency in Mandarin will be a bonus to service clients based in China

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