上海招聘

TEAM LEADER ACCOUNT MANAGEMENT ‘ *Shanghai-based for U.S. company

Arpin International Group is a US-based, 115 year old international moving services company with offices in USA, Europe and Asia. Our clients consist of Fortune-500 companies with ever-expanding global operations. With the continued investment in the Chinese economy, Arpin International respects the market and its clients while being tasked with providing world-class service to transferring employees and their families who need the greatest care as they move overseas for a new role.

Reports to: General Manger

Primary Responsibilities:

Account Management Role:

• Serve as the primary relationship owner for an assigned group of top tier client accounts with responsibility for retention and growth. Ensure clients derive maximum value from our services
• Prepare implementation plans and lead client on-boarding; present content strategy and annual plan
• Drive client retention, renewals, upsells and client satisfaction
• Act as an escalation point for customers
• Project plan for VIP assignee relocations
• Ensure a deep enough understanding of clients’ individual experiences to head off potential issues before they become problems.
• Work with freight-forwarding companies regarding air & sea solutions
• Updating data entry into our company’s global tracking system
• Auditing vendor invoices for billing

Sales Support:

• Generate Quotes, RFQ proposal opportunities
• Preparing the survey guides for the sales team to present to our potential client
• Identify new opportunities from within existing accounts, partnering with the Business Development team to aid in increasing revenue
• Prepare and deliver effective client presentations, including stakeholders at all levels of the organization up to C-Suite.

Management:

• Track and monitor the quality control of the international move coordinators case loads
• Manage billings and costs
• Evaluate and monitor gross margin
• Negotiate costs with nation-wide suppliers
• Act as a mentor and industry expert for the team to reference, inquire and seek advice.
• Provide input on new processes and workflows as needed
• Monitor team key performance indicators
• Focus on ensuring we maintain superior customer service levels, operational excellence and strategic insight
• Coach, mentor and lead by example
• Sponsor and spearhead global initiatives for operation metrics, performance quality and data integrity.
• Work closely with the General Manager to drive prosperous business endeavors
• Must be willing to lead and hold responsibility for initiatives while also being compassionate and empathetic.
• Strong proof of experience in efficient delegation
• Able to discern skillsets and individual strengths and weaknesses and be able to promote growth of each individual in the team.
• Able to present, demonstrate and educate clients and team members

• Ability to gracefully and respectfully influence & motivate

Additional: Supporting team as required by necessity or by management

Requirements:

• 7+ years experience in Customer Success and/or Account Management
• Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business
• Confident communication (written and oral) skills and a demonstrated ability to work collaboratively with all levels of internal and external organizations
• A focus on relationships, able to gain trust through communication, expectation setting and completion of planned deliverables
• Business acumen, sound decision making, analytical and organizational skills in a fast paced environment; a consultative approach to managing complex client relationships
• Ability to prioritize multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations
• Passion about business and dissatisfaction with status quo – always thinking of ways to improve/grow assigned clients
• Strong analytical skills
• Working knowledge of computers and Microsoft office suite of services
• Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business
• Project and program management experience; knowledge of key concepts including phases, plans, deliverables, scope and tasks

Top skills & proficiencies:

• Analytical Skills
• Motivation
• Adaptability
• Problem Identifier and Solver
• Handle Multiple Priorities
• Organizational Skills
• Written and Verbal Communication
• Ambition
• High Energy
• Will to Succeed
• Team Management Skills

Salary Commensurate with Experience

Send English CV and English Cover Letter of interest to: mhughes@arpinintl.com

All CVs received will be kept confidential.

Arpin International Group is a US-based, 115 year old international moving services company with offices in USA, Europe and Asia. Our clients consist of Fortune-500 companies with ever-expanding global operations. With the continued investment in the Chinese economy, Arpin International respects the market and its clients while being tasked with providing world-class service to transferring employees and their families who need the greatest care as they move overseas for a new role.