Job Description – Account Manager
Our client is the world leader in computer vision solutions for retail. The company enables tighter execution controls in-store and the ability to leverage competitive insights through their in-store execution tools, market measurement services and data science to unlock revenue opportunities at all points of sale. Our client does this using smartphones, tablets, fixed cameras and robotics to gain actionable shelf analytics in real-time.
With over 175 clients, in over 50 countries, top brands such as Coca-Cola, AB InBev, Nestle, Henkel, PepsiCo and many more, leverage our client's solutions globally to manage their in-store execution and increase revenues at the shelf. The company is headquartered in Singapore with offices worldwide.
Role: Account Management, Country
Designation : Account Manager
Account Manager (AM)
Reporting into the Head of Account Management, APAC, the Account Manager (AM) will assume overall
customer responsibility both from a relationship, revenue and delivery for multiple client accounts. The AM will proactively manage customer relationship, including face-to-face visits, periodic calls, customer health
tracking, revenue recognition and communication.
The successful candidate will proactively manage and be aware of customer health factors on an ongoing basis including accuracy, target contractual SLA, monitoring usage statistics, etc. The successful candidate will be required to fully drive and manage overall status of the agreed deliverables, migration and upsell engagements with the help of the delivery team (operation members), engage Client procurement teams & budget holders when commercial opportunity. This role will also engage and drive various internal stakeholders across teams of Product, Sales & Client solutions, Support on feedback and / or escalation or customer dissatisfaction. This position is based in Tokyo, Japan.
Primary job responsibilities include:
• Primarily responsible to drive new opportunities into the existing accounts / regions and manage &
retain existing clients by building trusted relationships with the customer to enhance levels of usage
and adoption
• Monitor and improve customer health and drive customer escalation issues and manage the
escalation to resolution and closure
• To attain revenue targets by resourcefully identifying contacts, nurturing leads, building relationships
and reaching to the right stakeholders and budget owners for accounts allocated
• Manage stakeholders (internal and external), build a strong account team and a network of partners
and alliances within CPG/ Retail specific to the account or region
• Accountable for up-selling / cross-selling solutions while ensuring the client-facing aspects of
projects are successful, by acting as the primary point of contact for client, working collaboratively
with internal Client solution, Operations & product units
• Responsible for customer experience & satisfaction while anticipating and managing challenges and
risks
• Any other ad-hoc assignment(s) assigned by manager from time to time that may span other clients,
regions , events, brand building exercises etc.
• Amount of travel involved expected 25- 50%
Skills and Requirements
• 5-10 years of relevant experience of selling SW based solutions into the CPG and/or Retail
industries
• Candidates must have worked in the responsible market and have solid network of contacts and
relationships
• Possess strong leadership & team-working skills, ability to work with a matrix team of Sales
Engineers, Operations, Delivery and R&D in an effective manner
• Possess program management skills like managing issues, scope, risk, and timeline,
resolve conflicts to Proactively manages and holds oneself accountable for the success of the
customer and / or region
• Perceptive, collaborative and strongly customer-orientated with demonstrated ability to win new
customers/business with healthy revenue and build strong relationships with customers
• Structured thinker and communicator. Gives confidence, takes concerns seriously, but is able
identify serious issues vs. those which are less important, and treats them accordingly
• Demonstrated strength in analytical and logical reasoning; ability to clearly explain technology to
non-expert audiences
• Ability to understand technology and its evolving changes and process new information easily
• Solid written & verbal communication skills, effectively bilingual in Japanese and English
• Flexible, energetic, with a strong sense of entrepreneurship, creative mind, ability to think out-of-the-
box
• Self-motivated and able to work independently; Highly organized and efficient and ability to work in a
entrepreneurial / start up environment
• Handles stressful situations and deadline pressures well
• Must possess proficient verbal and written skills in English and Japanese
• Any other regional Asia Pacific languages will be an advantage
Education
• University degree in Business and/or other relevant major
Job Description – Customer Success Manager
This company is the world leader in computer vision solutions for retail, ranking in the top 25 Fastest Growing Companies on Deloitte's Technology Fast 500 list. The company enables tighter execution controls in-store and the ability to leverage competitive insights through their in-store execution tools, market measurement services and data science to unlock revenue opportunities at all points of sale. The platform does this using smartphones, tablets, fixed cameras and robotics to gain actionable shelf analytics in real-time.
With over 175 clients, in over 50 countries, top brands such as Coca-Cola, AB InBev, Nestle, Henkel, PepsiCo and many more, leverage our solution globally to manage their in-store execution and increase revenues at the shelf. The company is headquartered in Singapore with offices worldwide.
Role: Customer Success Manager
Reporting into the Head of Customer Success, APAC, the Customer Success Manager (CSM) will assume customer responsibility from the Project Manager. The CSM will proactively manage customer relationship, including face-to-face visits, periodic calls, customer health tracking and communication. The successful candidate will proactively manage and report customer health on an ongoing basis including ensuring accuracy, meeting reporting SLA, monitoring usage statistics, etc. The successful candidate will be required to fully execute Migration and Upsell projects, engages Account Manager when commercial opportunity arises as well as engages the Support organization on escalation or customer dissatisfaction.
Primary job responsibilities include but are not limited to
Proactively manage live customers (post onboarding project) relationship and activity
Drive customer escalation issues and manage the escalation to resolution
Serve as the Internal advocate of the customer within the Company
Build trusted relationships with the customer to enhance levels of usage and adoption
Ensure customer retention, and identify new revenue opportunities
Identify potential upsell opportunities by possessing technical knowledge of solutions as well as an understanding of customer business needs
Monitor and improve customer health
Drive upsell and upgrade projects to successful completion
• Any other ad-hoc assignment(s) assigned by manager from time to time
Skills and Requirements
3-5 years of experience in a senior client facing role in a software company
Experience in Retail/CPG/FMCG market – advantage
Ability to demonstrate Leadership and communication skills
Possesses strong business acumen
Possess technical aptitude
Possess PM skills - managing issues, scope, risk, and timeline
Ability to motivate & influence the customer and internal team members
Ability to effectively resolve conflicts
Proactively manages and holds oneself accountable for the success of the customer experience
Highly result oriented, organized and efficient
Be Self-motivated and possess the ability to work independently as well as collaboratively
Experienced in software delivery lifecycle
Must possess proficient verbal and written skills in English
Education
• BSc in Computer Science or equivalent