Executive, Sales (Client Success Management)

Executive, Sales (Client Success Management) Job Responsibilities

Independently engage with clients using Ninja Van services / platform.

Assist clients with issues related to uploading orders, first mile & last mile matters, disputes, client complaints, and other administrative duties to coordinate shipping activities.

Prepare and communicate accurate shipping data, including daily inbound shipper parcels, using data from multiple sources.

Monitor shipper satisfaction and service quality; prepare relevant reports for management.

Provide data analysis to improve client performance.

Handle routine client questions and perform troubleshooting; coordinate with internal departments to resolve admin, operations, IT and finance challenges.

Proactively propose structural changes or new solutions to streamline processes to increase operational efficiency and client retention.

Maintain open communication with all stakeholders across geographies throughout onboarding, shipping and delivery cycles.

Stakeholder Management

Collaborate with the sales team and across the organization to ensure client success.

Ensure customer agreements are cost-sensitive; adhere to a defined pricing tariff. Deviations require management approval and justification.

Meet regularly with Marketing and Sales management to evaluate sales plans / strategies.

Reporting

Build strong client relationships to maximize account performance and reduce attrition.

Implement after-sales activities to achieve targets and grow within the existing customer base.

Conduct business reviews and presentations.

Develop knowledge of products / services and market awareness to provide optimal solutions.

Adhere to regional profit margins and discount guidelines; manage accounts receivable.

Maintain customer business information and update activities in the CRM system.

Job Requirements

Minimum of 3 years’ experience in Client Success, preferably in e-commerce or logistics.

Bachelor’s Degree in a relevant field.

Strong competencies in Data Analytics.

Excellent verbal and written communication skills.

Proficiency in 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.

Experience in the fashion industry is an added advantage.

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