Key Account Management Manager

2 Months ago • All levels • Account Management

Job Summary

Job Description

The Key Account Management Manager will be responsible for monitoring team performance and KPIs, managing technical projects to improve team efficiency, and analyzing sales channel performance to identify root causes and implement recovery plans. The role also involves supporting sellers by setting customer service standards, ensuring timely and accurate service, and providing customer feedback to internal teams. Additionally, the manager will collaborate with operations, product, and commercial teams to resolve customer issues and enhance overall customer service. The position includes team management responsibilities such as recruiting, training, and evaluating the CE SSM team. Other duties involve ad-hoc tasks assigned by the line manager. The role requires a Bachelor's degree, proven experience as a CE, CR, or AM manager, strong technical understanding, customer-service orientation, excellent communication skills in both Vietnamese and English, proficiency in Microsoft Office, basic data analytics, and team management skills.
Must have:
  • Bachelor Degree & above
  • Proven work experience as CE/CR/AM manager
  • Solid technical background
  • Customer-service oriented
  • Problem-solving attitude
  • Excellent written and verbal communication (Vietnamese & English)
  • Excellent Microsoft Office (Gsheet, Excel, Powerpoint)
  • Team management skills
  • Experience with help desk and remote control software
Good to have:
  • Basic data analytics
Perks:
  • Competitive income
  • Paid social insurance
  • Tet bonus (13th salary)
  • Performance review
  • Annual salary review
  • 12 days annual leave
  • 5 days sick leave (full salary)
  • AON Health Insurance for manager level
  • Year End Party
  • Annual Townhall Ceremony
  • Team-building activities
  • Regular internal activities
  • Provide laptop
  • Internal training courses (online/offline)

Job Details

Key Accountabilities

    • Performance Monitoring (70%)
    • Develop daily, weekly and monthly reports on CE SSM team’s productivity & KPI. Monitor & propose to the CE Deputy Head to adjust CE SSM KPI if needed to support the business strategy.
      Manage technical projects aimed at improving performance of the team such as: FM Cluster, Partial Delivery, Zalo OA,...
      Monitor performance of the Sales Channels and work with the related departments to understand the root cause and ask for an action/recovery plan in order to assure  performance improvement for the sales channels.

    • Seller support (15%)
    • Internal:
    • Set specific customer service standards
      Ensure customer service is timely and accurate on a daily basis ( through collaborating with the internal QA team in developing & monitoring QA criterias & reports.)
      Provide customer feedback to the appropriate internal teams, like operations, commercial & product team
      Collaborate with internal teams (ex: Operations, Product, Commercial team…) to proactively find both short & long term solutions to handle customers’ issues. 
      Contribute to and improve Ninja Van's overall processes to enhance Customer Service and Satisfaction
      Establish best practice throughout Contact Reason analysis to feedback with other stakeholders.

    • External (Seller/Buyer):
    • Follow up with customers to identify areas of improvement (though seller visit or reporting/surveys)
      Contribute to improving customer support by actively responding to queries and handling complaints

    • Team Management (10%)
    • Recruit, train and support CE SSM on daily operation 
      Manage the CE SSM team and evaluate performance
      Establish best practices through the entire technical support process

    • Others (5%): Other projects/ad hoc tasks assigned by the line manager.

Key Requirements

    • Bachelor Degree  & above
    • Proven work experience as a CE or CR or AM manager
    • Solid technical background with an ability to give instructions to a non-technical audience
    • Customer-service oriented with a problem-solving attitude
    • Excellent written and verbal communications skills both Vietnamese & English
    • Excellent in Microsoft Office (especially Gsheet, Excel, Powerpoint)
    • Basic data analytics is preferable
    • Team management skills
    • Customer-service oriented with a problem-solving attitude
    • Hands on experience with help desk and remote control software

Working Place

    • Working address: Ninja Van Vietnam Office, 307/21 Nguyen Van Troi st, 1 Ward, Tan Binh District
    • Monday - Saturday (10 a.m. to 6 p.m.; work from home on Saturdays)

Benefit

    • Salary and benefits:
    • Competitive income compared to the market
      Paid social insurance based on full salary
      "Tet" bonus (13th salary)
      Performance review from 1 - 4 months
      Annual review salary
      12 days annual leave, 5 days sick leave (with full salary)
      High-class AON Health Insurance for manager level.
      Year End Party, annual Townhall Ceremony
      Attractive team-building activities, regular internal activities
      Provide laptop for employees

    • Training and developing:
    • Participate in internal training courses: online/offline

    • Work environment & colleagues:
    • Senior leaders are open-minded, respectful, and ready to facilitate personal growth
      Young and dynamic working environment
      The scope of work is large, the company has more than 6000 employees, the company has operations spreading to 63 provinces/cities thoughout the country.

Personal Data Processing Notice To Applicants

    • By completing and submitting this form, you attest to the accuracy of the personal information you have entered. You give Nin Sing Logistics Company Limited ("Ninja Van") permission to gather, use, and share the personal data you have submitted in line with the terms of Ninja Van's Privacy Policy/Personal Data Processing Notice, which can be found at https://www.ninjavan.co/files/vi-vn/personal-data-processing-notice.pdf.

    • As a data subject, you have the right to update, correct, delete, and withdraw consent, among other rights. Please submit a request to vn-privacy@ninjavan.co via email in order to exercise these rights.

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