Job Description

Role & responsibilities - Is the customers main point of contact for topics of strategic and tactical relevance, especially for commercial, but also for important operations matters - Establishes communication matrix with customer and upholds discipline to ensure clarity and effectiveness of communication - Trusts Operations to deliver the KPIs, but tracks performance and jumps in when customer satisfaction is at risk; escalates decisively if and when required - Manages customer relationship during operational crises and other escalations. - Schedules, prepares and conducts regular leadership meetings with customer - Champions overall Customer Centricity agenda to drive actions that go beyond responding to Customers - Drives detailed account business planning including short to long-term strategy setting for own accounts - Own account successes including Revenue Generation, Share of Wallet, Account P&L management - Builds extensive network in customers organization, gains access to decision makers and spreads the word on the value we have delivered - Drives Net Growth by winning additional and retaining existing business from the customer; increase share of wallet - Knows commercial agreement inside out and fully understands duties & rights of Customer & Delhivery. Leads related commercial negotiations (e.g., rate increase) based on internally aligned positions - Introduces relevant innovation, products and capabilities to customer and builds commitment of customer to invest - Ensures customer is billed accurately, completely, and on time for the consumed services; follows up with customer for outstanding payments - Diligently coordinates Delhivery internal commercial process related to his/her accounts, e.g., O2D, Renewals, Value Added Service Offerings etc. Ensures timely and accurate data entry into systems and tools required for above processes Preferred candidate profile - Good to have: logistics background - Nice to have: Operational/ Solution Design / Consulting experience that involved facing customers - Relevant years experience in Client facing role as Key Account Management/Business Development in Logistic / Supply Chain industry; OR playing role as Supply Chain Management/Logistic Management/Warehouse Management in MNC - Proficiency in Excel & Powerpoint - Willingness to learn about Operations if unexperienced in that area - Ability to leverage large datasets to support business decisions by deriving strong insights - Good communication skills for articulation of issues, solutions and collaborating with stakeholders at all levels (internal + external) - Empathy - being able to identify and understand a stakeholder or customer's situation, feelings and motivations - Resilience/ Confidence - being able to stand one's ground when dealing with tough/ highly demanding stakeholders

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