Key Account Manager
3 months ago
Key Account Managers hold crucial and highly important customer contact positions within WiseTech. You will be serving as the escalation point for critical client and staff-related issues arising in Japan, optimizing our clients use of our core software suites.
The Key Account Manager pro-actively interacts with their own portfolio of strategic clients to keep them engaged with WiseTech Global, ensuring that outstanding Support issues are resolved and help our clients optimise the value of our CargoWise and Blume applications, working with sales and product teams to proactively support the growth of the client account and maximise their usage.
By having a background in Key Account Management within the logistics / freight forwarding industry, your interpersonal, leadership, and communication skills are an invaluable asset for this role. You will pro-actively communicate with your portfolio by phone, email and MS teams, gaining their trust and building a regular rapport. Be the person your clients want to speak with, you are the first point of escalation therefore it is imperative that you can direct your clients to e-requests and be the “go to person” for all queries.
The suitable candidate will report via our Sydney headquarters, but must be a business-level Japanese speaker.
Goals
Ensure that critical or important issues raised by clients are escalated quickly and efficiently to the relevant Support/Product Team To support the function and deliverables of the Global Key Account Management Team and wider Customer Services team. To stabilize the relationship with own clients and prevent relationship issues from escalating To retain and grow key client accounts
Responsibilities
Undertake deep dive investigations to establish and report back on clients motivations, strategies and preferences Using interpersonal, leadership and communication skills by phone, email, MS Teams to proactively engage with clients, gain their trust and establish a regular rapport Take a pro-active stance to developing personal knowledge and experience of the CargoWise and Blume applications in order to guide and direct the strategic client Using data develop understanding of how the client is using the CargoWise and Blume applications in order to advise the client of potential gaps and recommend WTG Products and Services. Build strong working relationships with WTG Product, Technical, and Commercial teams in order to provide the optimal solution for clients needs Build strong working partnerships with Service Partners in order to optimise the overall service offering for the client Adhere to standard Customer Services operating procedures and fulfil reporting requirements. Be the first escalation point for any issues not resolved by standard support processes i.e. eRequest process and Support
Required Competencies
Fluent in English and Japanese Ability to build rapport and gain trust Taking ownership of issues and tracks through to resolution – a problem-solving mindset Ability to build strong relationships externally with clients and partners and internally Strong communication skills Experience within Key Account Management or Relationship Management Technical knowledge/technically enabled skills-
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