Assistant Manager, Key Account Management

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 Assistant Manager, Key Account Management (Fulfilment) will oversee and be directly responsible for all account management and business operations processes of all customers, such as onboarding integrations, driving retention and end-to-end finance billing matters. This person will also play an active role in ensuring that shippers' satisfaction is measured holistically and maintained throughout the customer lifecycle while looking for strategic opportunities to increase wallet share and help our shippers grow their business.

This headcount will be the first Key Account Management hire in the Fulfilment team and will report to the Head of Fulfilment in Singapore.

**Responsibilities**:

- ** Key Account Lead**:

- Own and manage rapport with existing clients from onboarding, training, and build customer trust towards Fulfillment service.
- Focal contact for day-to-day operations and manage change requests raised by assigned accounts in order to deliver a seamless customer experience.
- Main customer support for existing operational and system enquiries.
- Coordinate with internal stakeholders to understand customer needs, maximize retention and growth, and communicate learnings.
- Maintain existing customer success metrics, documentation and data.
- Independently prepare, draft and review presentations with customers.
- Prepare and maintain all retention/customer success-related metrics and data to provide visibility via function-level reporting to management.
- Plan and strategise with SG Head of Fulfilment and Regional KAM Manager to encourage higher wallet share from existing customers.
- ** Business Operations**:

- Handle inquiries and perform related duties including ad hoc and fulfillment related tasks as assigned.
- Provide technical fulfillment expertise for incoming, onboarding and existing customers.
- Create customer retention using value proposition and continuous improvement.

**Requirements**:

- 3-5 years of extensive experience in account management, customer success role with some experience in business
- Experience in 3PL logistics business development, particularly fulfillment and warehousing. Track record on delivering and exceeding sales targets
- Diploma / Degree holder in any field Strategic, innovative, and creative personality with a strong business acumen
- A passion for working in and managing a fast-paced, collaborative environment
- Adept multi-tasker with ability to quickly prioritize and effectively delegate tasks
- Business development or account management experience in eCommerce logistics market
- Strong existing working relationships with clients
- Proficiency in Microsoft Office (Word, Powerpoint, Excel) and Google Workspace (Docs, Slides, Sheets, Forms)Proficiency in English (Reading, Writing & Speaking)