Key Accounts Manager

Overview of Role
The Key Account Manager (KAM) at TVS Digital is responsible for building customer relationships and becoming a trusted advisor and “point” person for all aspects related to product roadmap, implementation, pricing, end-user support, product adoption and value realization.
Individuals in this role have a keen interest in financial & automotive services technology and its applications. They have the ambition to discern specific requirements and business objectives of our customers as well as gain understanding of how our solutions create value. They embrace a growth mindset and use a customer-centric approach to deliver the promised value on an ongoing basis. We are looking for a passionate individual who thrives by having systematic engagements with customers and is proactive in his/her outreach.

Key Responsibilities
1. Customer Onboarding and Training:

• Gude new customers through onboarding, ensuring a smooth and successful implementation.
• Provide training and resources to help customers maximize the value of our products/services.

2. Relationship Management:

• Build and maintain strong, long-lasting customer relationships.
• Serve as the main point of contact for customer inquiries and issues.
• Conduct regular check-ins and business reviews with customers to ensure they achieve their goals.

3. Customer Advocacy:

• Advocate for customers’ needs within the company, providing feedback to product, marketing, and sales teams.
• Develop customer success stories and case studies.

4. Account Planning and Strategy:

• Develop strategic account plans tailored to each key client's needs and objectives.
• Identify opportunities for growth within assigned accounts and develop plans to capitalize on them.

5. Proactive Support:

• Monitor customer health metrics and proactively address potential issues.
• Develop and implement strategies for improving customer satisfaction and retention.

6. Receivable Management:

• Monitoring outstanding balances and managing receivable processes to ensure timely collections.
• Coordinate with Clients to address invoices and create action plans to resolve delays.
• Evaluate credit risk and enforce credit terms in line with company policies.

7. Payment Tracking and Reporting:

• Track account performance, follow up on outstanding payments, and maintain accurate reports.
• Provide regular reports on receivable status overdue accounts and work with Operation and Product Managers to forecast the cash flow.
• Analyse payment trends to identify the potential risks or opportunities for process improvements.

8. Problem Solving:

• Assist customers in troubleshooting and working with technical support teams to resolve complex problems.
• Provide insights and best practices to help customers overcome challenges.

9. Renewals and Upsells:

• Identify opportunities for upselling and cross-selling additional products/services.
• Manage contract renewals, working to ensure continued customer success and retention.

10. Reporting and Analysis:

• Track and report on key customer success metrics.
• Analyse customer data to identify trends and areas for improvement.
• Track and report on key account metrics, including sales performance, client satisfaction, and growth opportunities.
• Analyse account data to identify trends and areas for improvement.

11. Cross-Functional Collaboration:

• Collaborate with internal teams (e.g., product development, marketing, customer support) to meet clients' needs.
• Provide feedback to internal teams to help improve products/services and customer experience.

12. Client Retention and Satisfaction:

• Monitor client satisfaction and proactively address any issues to ensure high client retention.
• Conduct regular check-ins and business reviews with key clients to ensure their ongoing satisfaction.

13. Market and Industry Knowledge:

• Stay informed about industry trends, market conditions, and competitor activities.
• Share relevant insights with clients and internal teams to maintain a competitive edge.

14. Escalation Management Handling:

• Define a clear escalation path
• Resolve the issues at the beginning with support from the team
• Maintained a detailed record of issues, steps taken and communication with customers
• Acknowledge the escalation promptly
• Maintain transparent, regular communication with customers
• Identify the underlying cause of the issues
• Coordinate with internal teams (e.g., technical support, product development) to address the issue.
• Retrain the customers if needed.
• Conduct a post-resolution review to evaluate the handling of the escalation process.
• Analyse escalation trends and patterns.

Measurement of the success / Key Result Areas (KRAs) to be reviewed yearly:
• Successfully trained client users.
• Achieving over 95% of Client’s user adoption post-training.
• Receivables should be collected within 30 days from the day of invoicing.
• Established value proposition to the client's management team.
• Improved client's Net Promoter Score (NPS).
• Achieved upselling and cross-selling with respective clients.
• Conducted successful management business reviews with clients
• Supported pre-sales efforts with demos.
• The average time taken to resolve the disputes related to invoicing or receivables.

Our Ideal Candidate Will Have
• At least 5 - 10 years of relevant experience in a similar customer-centric role such as Customer Success, Key Account Management, Customer Service Support etc.
• A bachelor’s degree in engineering/business/economics. MBA & Project Management Degrees will be an added advantage.
• Experience working with and managing global accounts for SaaS products within SMB and Enterprise markets.
• Previous “FinTech” / “AutoTech” experience is valued - our customers seek technical expertise in the domain and hence we expect you to have the curiosity and aptitude to learn relevant subject matter in areas such as sales, lending, collections, payments, insurance etc.
• A basic understanding of emerging technologies such as AI, IoT etc. for striking meaningful conversations with customers for gauging interest and maturity.
• A passion for teamwork and collaboration - you’ll be working with geographically dispersed Product, Engineering and Data teams in Singapore, Indonesia, Philippines and India.
• A natural inclination to take charge of all client contact and account management across multiple channels (phone, email, instant messenger etc.)
• Exceptional verbal and written communication skills (English language proficiency mandatory, bilingual favorable)
• Sharp negotiation skills to engage with diverse set of customers and stakeholders
• An evangelist personality to build the “Customer Success Brand” across TVS Digital and our stakeholders.