Key Account Manager - Philippines (Work from Office)

About Anchanto: 

We are a Global B2B cloud company that enables enterprises and partners to grow and manage their end-to-end Commerce and Logistics operations through its world class Cloud and AI products and services. With more than 7,000 customers, leading global brands, large retailers, and postal operators leverage Anchanto to process more than a billion dollars of revenue each year. Our powerful, scalable products deliver rapid innovation integrated to over 135 different commerce and carrier platforms across the world. Our offices are spread across Singapore, Kuala Lumpur (Malaysia), Jakarta (Indonesia), Manila (Philippines), Sydney (Australia), Bangkok (Thailand), Seoul (South Korea), Pune (India). Our diverse and multicultural fabric is woven in a way that each Anchanter gets complete freedom and opportunity to realize & explore his/her full potential. We pride ourselves in building awesome & powerful products that have the potential to change the way businesses perceive eCommerce management. We believe in delivering anchanting experiences and aim to become the #1 customer-centric company in our domain.

The Role: Key Account Manager

As a Key Account Manager (KAM), you will be responsible for managing and strengthening relationships with our key clients, ensuring their satisfaction and driving their success. You will serve as the main point of contact, guiding clients through their digital transformation journey while ensuring that their objectives are met using Anchanto’s products. This role requires a blend of strategic thinking, commercial acumen, and exceptional client relationship management. You will be integral in driving long-term success for both our clients and Anchanto, with a focus on maximizing client satisfaction, retention, and growth.

Key Responsibilities: 

1. Strategic Account Management:

• Act as the primary point of contact for key clients, managing their day-to-day needs while aligning Anchanto's solutions with their business objectives.
• Build and maintain trusted, long-term relationships by deeply understanding client goals, challenges, and growth strategies.
• Lead quarterly business reviews with clients to assess performance, propose enhancements, and ensure continuous value delivery.
• Identify opportunities for upselling and cross-selling additional products or services that align with clients’ evolving needs.
• Create tailored solutions that address clients' unique requirements, ensuring the deployment of Anchanto's products to their full potential.

1. Client Success & Satisfaction:

• Monitor client health and satisfaction metrics, proactively addressing potential issues or bottlenecks to ensure high retention rates.
• Work closely with clients to manage expectations and ensure timely resolution of issues, concerns, or service disruptions.
• Leverage customer feedback to inform product development and service improvements, advocating for client needs within the company.

1. Cross-Functional Collaboration:

• Collaborate with internal teams (sales, product, technical support, and marketing) to ensure smooth execution of deliverables and high-quality service.
• Facilitate cross-functional communication to address client-specific requirements and ensure seamless integration of services.
• Partner with the sales team to identify new business opportunities within existing accounts and support business expansion efforts.

1. Performance Tracking & Reporting:

• Conduct regular account performance analysis, tracking key metrics such as ROI, user engagement, and system adoption rates.
• Develop and present comprehensive reports that demonstrate the value of Anchanto’s solutions and how they are impacting the client’s business.
• Identify areas for improvement in service delivery, workflow, and product usage, ensuring clients maximize their return on investment.

1. Product Training & Advocacy:

• Provide ongoing training and guidance to clients on best practices for using Anchanto’s software, ensuring they are fully equipped to utilize all features and functionalities.
• Serve as a subject matter expert (SME) on the company’s products, offering expert advice on e-commerce, supply chain, and logistics processes.
• Lead workshops, webinars, and training sessions to help clients understand new features and optimize the use of the software.

1. Market & Industry Expertise:

• Stay up-to-date with the latest e-commerce, supply chain, and SaaS industry trends and technologies, advising clients on how these can benefit their operations.
• Share insights with clients on emerging market trends and competitor strategies to help them stay ahead in the competitive landscape.

1. Business Development & Lead Generation:

• Engage in networking activities, trade shows, conferences, and industry events to establish new relationships and generate business leads.
• Contribute to the identification and targeting of prospective clients to expand the company’s client base in line with business goals.

1. Client Retention & Growth:

• Ensure high levels of customer retention through proactive communication, relationship-building, and delivering consistent value.
• Analyze customer feedback and performance data to identify at-risk accounts, and create action plans to mitigate churn.
• Drive the renewal process for existing contracts, ensuring smooth renewals and client satisfaction throughout the lifecycle.

 Qualifications:

• Education: Bachelor’s degree in Business Administration, Marketing, or a related field  (preferred).
• Experience: Minimum 6 years of experience in account management, client relationship management, or a related role within the SaaS, e-commerce, or technology industry.
• Track Record: Proven success in managing and growing key accounts, with a demonstrated ability to deliver high customer satisfaction and retention.
• Industry Expertise: Strong understanding of e-commerce platforms, supply chain, and logistics solutions, with the ability to provide valuable insights to clients.
• Client-Centric: Ability to build trust and influence at senior levels, understand client business models, and provide consultative advice.
• Commercial Acumen: Strong ability to identify and seize new business opportunities within existing accounts while ensuring long-term profitability.
• Communication Skills: Excellent written and verbal communication skills with the ability to explain complex ideas in a clear, concise, and persuasive manner.
• Problem-Solving: Strong analytical skills to assess client needs, identify root causes of challenges, and recommend actionable solutions.
• Multitasking & Organization: Ability to manage multiple high-value accounts simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment.
• Positive Attitude & Work Ethic: A proactive, client-focused mindset, and a passion for delivering exceptional customer experiences.
• Travel Requirement: Willingness to travel as necessary for client visits, industry conferences, and events.