Responsibilities
Key Accountabilities
- Champions the overall Customer Centricity agenda to drive actions that go beyond just responding to CXM
- Drives Net Growth by winning additional and retaining existing business from the customer; increasing our share of wallet
- Builds extensive coach network in customer’s organization, gains access to decision makers and spreads the word on the value we have delivered
- Trusts Operations to deliver the KPIs, but tracks performance and jumps in when customer satisfaction is at risk; escalates decisively if and when required
- Knows commercial agreement inside out and fully understands DSC’s and customer’s duties & rights. Leads related commercial negotiations (e.g., rate increase) based on internally aligned positions
- Diligently coordinates DSC internal commercial process related to his/her accounts, e.g., O2D, Renewals, BCA process, etc. Ensures timely and accurate data entry into systems and tools required for above processes, e.g., Salesforce.com.
Towards Customer
- Is the customer’s main point of contact for topics of strategic and tactical relevance, especially for commercial, but also for important operations matters
- Manages customer relationship during operational crises and other escalations
- Establishes communication matrix with customer and upholds discipline to ensure clarity and effectiveness of communication
- Knows commercial agreement inside out and fully understands DSC’s and customer’s duties & rights. Leads related commercial negotiations (e.g., rate increase) based on internally aligned positions
- Ensures customer is billed accurately, completely, and on time for the consumed services; follows up with customer for outstanding payments
- Drives Net Growth by winning additional and retaining existing business from the customer; increase share of wallet
- Builds extensive coach network in customer’s organization, gains access to decision makers and spreads the word on the value we have delivered
- Excites customer for regular and numerous participation in the CXM survey and agrees mutual action plans that address their feedback
- Champions overall Customer Centricity agenda to drive actions that go beyond responding to CXM
- Schedules, prepares and conducts regular leadership meetings with customer (e.g., QBR/QBP)
Introduces relevant innovation, products and capabilities to customer and builds commitment of customer to (co-)invest.
Requirements
- Minimum 5 years experience as Key Account Management in Logistic / Supply Chain industry; OR act as Supply Chain Management/Logistics Management/Warehouse Management in multinational companies
- University degree or equivalent education
- Customer Leadership: Able to own the customer relationship, defend margin, and drive account growth.
- Hands-on understanding of warehouse-transport operations. Able to challenge Ops respectfully to protect margin & service quality.
- Skilled in negotiating renewals, scope increases, and rate adjustments.
- Can drive contract extensions, new service launches, and solution expansions, grow new business from existing accounts.
- Financial Acumen: Margin management, forecasting, contract modeling, and cost-to-serve understanding.
- Communication: Executive-level English + Vietnamese; strong deck writing and presentation.
- Tender & Pricing Strength: Experience with bids, change control, and commercial controls.
- Fluent in English
