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Manager, Sales (Client Success Management)

Ninja Van

Ninja Van

Customer Service, Sales & Business Development
Subang Jaya, Selangor, Malaysia
Posted on Wednesday, July 3, 2024
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.
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.

Job Responsibilities

  • Candidate should possess exceptional interpersonal abilities and be capable of fostering mutually beneficial environments for all individuals they collaborate with. They will oversee a team of Client Success Specialists assigned to specific accounts, devising success strategies and ensuring their implementation.
  • Internal Customer Management
  • Defines and communicates the KPIs and Targets to the CSM team on a regular basis, and analyses of patterns in client and market behaviour.
  • Determine the strengths and weaknesses of direct reports to navigate challenges and areas of opportunity
  • Own overall relationship with assigned clients
  • Ensure retention and satisfaction of all assigned clients
  • Conduct Monthly Business Review with clients
  • Understand the customer’s goals, initiatives, products, and the value that they realize from Ninja Van services, and the overall relationship
  • Categorize client wants and needs and employ strategies to address these through NV’s suite of products.
  • Provides data-driven reports and action strategies in order to consistently optimize our commercial performance and improve market share.
  • Stakeholder Management
  • Collaborate with Country Sales Head in order to deliver industry “best in class” sales competence throughout the Client Success Specialist teams. This will include harmonized processes for competency development, recruitment, induction, objective setting, appraisal, in role development and incentives throughout the country sales organization. In addition, incumbent should identify the learning needs of team members.
  • Implement and ensure full adoption of Salesforce system to drive efficiency and transparency of sales performance within the sales team.
  • Collaborate with regional stakeholders in support of sales development programs and initiatives to improve sales efficiencies.
  • Working alongside local functional heads on day to day activities and tactical plans to resolve challenges and hurdles faced by the sales team.
  • Study and analyse competition sales strategy and provide insights to senior management team to assist in strategic country decisions
  • Reporting
  • Continually develop knowledge of products/services and general commercial awareness to provide the best possible guidance to sales teams.
  • Provide feedback and recommendation to further improve business operations
  • Analyse and monitor named accounts performance data to measure success and identify fluctuations/trends to decide on the relevant actions to be taken.
  • Adhere to regional standard profit margins and discount guidelines and account receivables of the sales teams
  • Formulate sales plan that incorporates initiatives for identifying and gaining new business prospects and maximises growth within the existing customer base.
  • Maintain customer business information, and update business activities in CRM system

Job Requirement

  • 3 years’ experience in leading sales processes and people at multiple levels
  • 5 years’ experience in sales
  • Experience in leading field and telesales teams.
  • Experience in Field & Telesales process management, Sales performance management, coaching and mentoring skills
  • Excellent verbal and written communication and a creative thinker.
  • Strong leadership and team management skills.
  • Proficient in Microsoft Office / Google Suite
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