Senior Account Manager

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. In January 2018, we raised one of the largest Series C rounds ever in Southeast Asia and are well-positioned for our next phase of rapid growth.

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.

About the Job 

The Senior Account Manager is responsible for providing exceptional support to the assigned VIP accounts under the Corporate and Relationships Unit. He or she is expected to  monitor the marketplace accounts’ overall performance and operational health to ensure that the desired contractual and commercial KPIs are met. This role will serve as a high-level escalation point for associates in handling and resolving more complex issues or concerns.

Main Duties

• Working across the different commercial and operations departments to improve account experience. 
• Maintains regular alignments with assigned VIP accounts  to ensure high levels of client satisfaction.
• Monitors and ensures that Ninja Van is providing highest efficiency and productivity across the parcel journey.
• Develop and build regular data and performance reports for clients.
• Ensures that all discussions i.e. agreements and complaints made between clients and company are properly documented and cascaded to concerned teams.
• Has overall responsibility for maintaining strong business relationships and ensuring optimal performance of the assigned VIP accounts. 
• Resolve claim issues, billing disputes, and shipment issues of accounts.
• Ensure all existing account payments are updated and all disputes have been resolved within the SLA. 
• Be responsible for ad-hoc projects both internal as well as those undertaken together with general accounts and clients.
• Other tasks that may be assigned by the Head of Sales.

Qualifications

• Bachelor’s degree in sales marketing, communications, business administration, or related field
• At least 3-5 years of working experience in the related field specifically in Account Management, Stakeholder Management, Client Coordination.
• Knowledge in e-commerce and/or social commerce.
• Background in a supply chain, Import and freight  export, domestic, e-commerce, or consumer retail industry
• Experience working in high growth, successful start-up or similar fast-paced environment
• Worked with senior stakeholders 
• Proficiency in English and Filipino
• Comfortable with quantitative analysis, complex spreadsheets, and large datasets