Executive, Sales (Client Success Management)

11 Minutes ago • 3 Years + • $30,000 PA - $38,400 PA

Sales

Job Description

This Executive, Sales (Client Success Management) role at Ninja Van involves independently managing client relationships, assisting with various issues from order uploads to disputes, and coordinating shipping activities. The role requires preparing shipping reports, monitoring shipper satisfaction, and providing data analysis to improve client performance. It also involves troubleshooting client questions, coordinating with internal departments, and proposing process improvements. Stakeholder management, ensuring cost-sensitive agreements, and regular evaluation of sales strategy are also key. Candidates should have at least 3 years of experience in Client Success, strong data analytics, and excellent communication skills in both Bahasa Malaysia and English.

Must Have:

Independently manage client relationships and resolve service issues.
Coordinate shipping activities and administrative tasks.
Analyze data to improve client performance and satisfaction.
Propose and implement process improvements for efficiency.
Maintain strong communication with all stakeholders.
Ensure adherence to pricing tariffs and cost-sensitive agreements.
Build and grow client accounts, reducing attrition.
Minimum 3 years in Client Success, e-commerce/logistics preferred.
Bachelor’s Degree in a relevant field.
Strong Data Analytics skills.
Excellent verbal and written communication in Bahasa Malaysia and English.
Customer-oriented with strong relationship-building skills.
Proficient in planning, organizing, decision-making, and problem-solving.
Proven influencing and negotiation abilities.
High dependability, adaptability, and team collaboration.

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Job Responsibilities

Customer Management
Independently engaged with clients that using Ninjavan services/platform
Assist clients with issues such as uploading orders, 1st mile & Last mile matters, dispute issues, client complaints etc as well as other administrative duties to coordinate shipping activities.
Prepare and communicate accurate shipping, numbers of shipper parcel daily inbound, using data from multiple sources.
Monitor shipper satisfaction and service quality throughout and prepare relevant/necessary reports for management
Provide data analysis to improve client performances.
Handle routine questions from clients to perform full level of troubleshooting, in addition actively communicate and coordinate with internal departments to identify and resolve admin, operations, IT and finance challenges
Pro-actively propose structural changes or new solutions to streamline existing processes to increase operation efficiency & client's retention .
Maintain open communication with all stakeholders, internal and external, across different geographies, throughout the onboarding, shipping and delivery cycle

Stakeholder Management
Ensure co-operation with other members of the sales team and throughout the sales force.
Ensure all customer agreements are cost sensitive so as to ensure a suggested minimum pricing tariff is set and adhered too. Any deviations from this tariff require management’s agreement and justifications.
Meet regularly with the Marketing and Sales management to evaluate the personal sales plan/strategy.

Reporting
Build a strong client relationship to ensure accounts perform and grow to their maximum potential, reducing attrition rate and minimizing opportunities for competitors to gain business.
Implement and execute after sales activities to achieve target budgets and maximise growth within the existing customer base
Conduct presentations of business review
Continually develop knowledge of products/services and general commercial awareness in order to provide the best possible solutions for customers.
Adhere to regional standard profit margins and discount guidelines and account receivables
Maintain customer business information, and update business activities in CRM system

Job Requirements

Minimum of 3 years’ experience in Client Success, preferably within the e-commerce or logistics industry.
Bachelor’s Degree in a relevant field.
Strong competencies in Data Analytics.
Excellent verbal and written communication skills.
Proficiency in both Bahasa Malaysia and English.
Demonstrated customer orientation with the ability to build strong client relationships.
Strong planning and organizing skills with the ability to manage multiple priorities.
Sound decision-making and problem-solving abilities.
Proven influencing and business negotiation skills.
High level of dependability, adaptability, and commitment to quality.
Strong sense of teamwork and collaboration.