Lead (Enterprise Solutions) [RID-00181]

About Setel:

The Future of Mobility

Introduced in July 2018, Setel is a mobile platform that aims to delight customers by innovating for better, inclusive mobility. Setel serves customers across Malaysia by powering one app as the constant companion to ease motorists’ journey across fueling, parking, EV charging, motor insurance, road tax, auto assistance, general purchases, and more across an ecosystem of PETRONAS petrol stations, retail partners, and online merchants.

Role Purpose:

The Portfolio Lead of the Enterprise Solution Account Management carries multiple responsibilities including managing the portfolio of enterprise solutions digital products and services, manage and administering Service Level Agreements, resolving portfolio related issues on a timely basis and connecting with key business stakeholders in addition to cross-functional internal teams to ensure timely and successful delivery of Enterprise Solution Business in Setel.

To be successful in this role, the The Portfolio Lead of Account Management must understand the business structure of the business, develop excellent rapport with stakeholders and take ownership of coordinating and supervising a team dedicated to meeting operational needs.

In This Role You Will:

Team Management:

• Supervise and provide guidance and performance feedback to the team, enabling them to achieve their targets and professional growth.
• Coordinate and communicate clear goals, metrics, and performance indicators for the team, regularly reviewing and optimizing processes to maximize efficiency, revenue growth, and customer success.

Enterprise solution account management and customer success:

• Managing Enterprise solutions accounts (overall engagement, issue resolutions, renewals, onboarding, etc.)
• Custodian of Service Level Agreements Enterprise Solutions. Developing, managing, administering, negotiating and close contracts/agreements to ensure all operational SLA are well covered to provide a good customer experience.
• Drive analysis and periodic reporting on operational metrics and providing insights on enterprise solution performance and taking actions to drive OKR improvements for the business.
• Facilitating communication between the Engineers and customers in order to define/manage the escalation process and maintain the SLAs required for each solution.
• Clearly communicate the service performance of monthly/quarterly initiatives to internal and external stakeholders.
• Drive resolution on complex and unresolved issue escalations to internal and external stakeholders as needed.
• Serve as an expert on our products, providing guidance and training to customers as needed.
• Stay up-to-date on product changes and releases, and communicate those changes to customers.

Operational efficiency and issues resolutions:

• Coordinate and supervise escalations and ensure any issues are resolved in a timely manner.
• Sets up and enforces daily and operational SLAs for Level 2 support and Subject Matter Experts (Technical specialist).
• Share monthly/quarterly/yearly CX performance insights to the relevant stakeholders.
• Develop daily/weekly/monthly reports on team’s productivity and making recommendations to improve operational efficiency from the perspective of process, tools and cost.
• Monitors and maintains customer satisfaction levels and works to improve overall customer experience.

You're A Great Fit If You Have:

• Bachelor’s degree with proven success in managing key accounts and building successful long-term relationships with customers, preferably in a relevant industry.
• Proven work experience of 4-6 years customer success, customer support, account management and are well versed in the operations.
• Experience in managing SLA contracts and SLA performance reporting.
• Analytical skills with a genuine interest in consumer/market research as well as the ability to make clear decisions from such analyses.
• Ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level.
• Ability to lead, develop, and motivate a team to ensure they are able to surpass targets.
• Ability to build growing relationships with integrity, reliability and maturity.
• Excellent listening, negotiation and presentation abilities.
• Experience working in a fast-paced and results-driven environment.

What Makes Working With Us Awesome

• Our people and culture- You will get to work with awesome and friendly colleagues to whom you can expect to collaborate well to deliver your work. Empowerment is given and you will get a lot of opportunities for peer-learning.
• Availability of tools and applications: You will be provided with different tools to facilitate your work. Automate your work whenever possible so that you can focus on delivering impact for your role.
• Development focused- Your learning and growth matters most for us. We are people centric and always ready to help our people to define what they want to make an impact on and craft their learning plan accordingly.

Cool Perks/Benefits

• Hybrid working arrangement; Flexible working hours
• Relax and unwind in the leisure area with video games, board games, books, and more.
• Wear your favourite jeans, or any cool OOTD so that you can work comfortably (in style).
• Coffee, tea, or snacks are available for consumption at the pantry. Because you’ll be happier with a full tummy.
• A healthy body leads to a brilliant mind. Let’s get moving with the inter-company sports team.
• There will be workshops, talent shows, sports activities, and other events for sharing and bonding.

Personal Data Protection

Setel Ventures Sdn Bhd (“Setel”, “we”, “our” “us”) is committed to protecting and respecting your privacy. This Setel privacy statement (“Privacy Statement”) explains what personal data we collect about you, when and why we collect it, how we use it, the conditions under which we may disclose it to others, your rights to your personal data, and how we keep it secure. This Privacy Statement covers both our online and offline collection activities, including personal data that we collect through online platforms such as websites, applications, third-party social networks or our online and physical events, or through other third parties that we work with. Please read this Privacy Statement carefully to understand our views and practices regarding your personal data.

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