Key Account Managers play a pivotal role in maintaining crucial customer relationships at WiseTech. As the primary point of contact for critical client and staff-related issues in Japan, you will optimize our clients' utilization of core software suites. Regular interactions with strategic clients ensure they remain engaged with WiseTech Global, addressing outstanding Support issues to maximize the value of CargoWise and Blume applications.

The ideal candidate possesses excellent interpersonal, leadership, and communication skills, honed through experience in Key Account Management. Proactive communication with clients via phone, email, and MS Teams fosters trust and establishes a strong rapport. As the first escalation point, you must effectively direct clients to e-requests and serve as the go-to person for all queries.

This remote position requires candidates to reside in Japan.

Objectives

• Elevate issue escalation efficiency by promptly referring critical or important matters to relevant Support/Product Teams.
• Support the Global Key Account Management Team and Customer Services department in delivering their function and deliverables.
• Maintain stable client relationships and prevent issues from escalating.
• Retain and grow key client accounts.

Responsibilities

• Establish the first point of contact for clients regarding any queries or issues.
• Escalate unresolved issues not covered by standard support processes, including the eRequest process and Support.
• Conduct in-depth investigations to understand clients' motivations, strategies, and preferences.
• Utilize interpersonal, leadership, and communication skills to engage proactively with clients, establish trust, and maintain regular contact.
• Develop expertise in CargoWise and Blume applications to guide and advise strategic clients.
• Analyze data to identify gaps in clients' usage of these applications, recommending WTG products and services accordingly.
• Foster strong working relationships with WTG Product, Technical, and Commercial teams to provide optimal solutions for clients' needs.
• Cultivate partnerships with Service Partners to optimize the overall service offering for clients.
• Comply with standard Customer Services operating procedures and fulfill reporting requirements.

Essential Competencies

• Fluency in English and Japanese.
• CCP qualification.
• Able to build rapport and gain trust.
• Takes ownership of issues and tracks them through to resolution.
• A problem-solving mindset.
• Able 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.

Preferred Experience

• Degree-level qualification.
• International freight forwarding or similar Supply Chain/Logistics industry experience.