⚓️ Stable company with a strong employer brand

🎯 Mission-driven, customer centric organisation

🧑‍🏫 Training and mentorship to learn from best in class talent

💰 Competitive salary and Performance bonus

🏡 🖥️ Remote friendly work culture

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.

• Customer Onboarding and Training
• Guide new customers through onboarding, ensuring a smooth and successful implementation.
• Provide training and resources to help customers maximize the value of our products/services.
• 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.
• Customer Advocacy
• Advocate for customers’ needs within the company, providing feedback to product, marketing, and sales teams.
• Develop customer success stories and case studies.
• 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.
• Proactive Support
• Monitor customer health metrics and proactively address potential issues.
• Develop and implement strategies for improving customer satisfaction and retention.
• Receivable Management
• Monitor outstanding balances and manage 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.
• Payment Tracking and Reporting
• Track account performance, follow up on outstanding payments, and maintain accurate reports.
• Provide regular reports on receivable status and overdue accounts.
• Work with Operations and Product Managers to forecast cash flow.
• Analyze payment trends to identify potential risks or opportunities for process improvements.
• 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.
• Renewals and Upsells
• Identify opportunities for upselling and cross-selling additional products/services.
• Manage contract renewals, ensuring continued customer success and retention.
• Reporting and Analysis
• Track and report on key customer success metrics.
• Analyze customer data to identify trends and areas for improvement.
• Track and report on key account metrics, including sales performance, client satisfaction, and growth opportunities.
• 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.
• 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.
• 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.
• Escalation Management Handling
• Define a clear escalation path.
• Resolve issues promptly with support from the team.
• Maintain detailed records of issues, steps taken, and communication with customers.
• Acknowledge escalations promptly and maintain regular, transparent communication with customers.
• Identify underlying causes and coordinate with internal teams to address issues.
• Retrain customers if needed.
• Conduct post-resolution reviews and analyze escalation trends and patterns.

Measurement of Success / Key Result Areas (KRAs)

• Successfully trained client users.
• Achieving over 95% of client user adoption post-training.
• Receivables collected within 30 days from the date of invoicing.
• Established value proposition to the client's management team.
• Improved client 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.
• Reduced average time taken to resolve disputes related to invoicing or receivables.

• 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, bi-lingual 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.

TVS Digital is a digital technology start-up headquartered in Singapore focused on the Automotive and Fintech industries with portfolios and offerings in the Connected Factory, Credit Services and Fleet Management domain. TVS Digital’s mission is to build & deliver high quality software solutions to help address real life business challenges of global companies in these domains by harnessing the power of Analytics, Artificial Intelligence (AI), Augmented Reality (AR), Internet of Things (IoT), Machine Learning (ML) and Virtual reality (VR). Our strategy is to leverage inorganic and organic means for the initial build out and subsequent expansion and growth. TVS Digital represents the digital business arm of TVS Motor company Limited and has currently invested in several early stage High tech start-ups globally in areas of connected manufacturing, fleet management and credit services. TVS Digital aims to build a platform team to deliver on this mission and we are looking for energetic, innovative & diverse talent based in Singapore and India.