Enterprise Account Manager (B2B)

New Trends Commerce Private Limited; Dadri; On-site; INR 400,000 - 700,000; Full time

Job summary

New Trends Commerce Private Limited, a Poddar Group company with Amazon investment, seeks a proactive B2B customer support specialist in Noida to drive seamless onboarding, order processing, and post-sale engagement.

You will coordinate with internal teams, manage escalations, and help optimize the customer journey, contributing to revenue and customer delight in a fast-paced ecommerce environment.

Qualifications

• B2B e-commerce customer support experience required.
• Experience in sales operations and order management.
• Proven ability to coordinate with internal and external stakeholders.

Responsibilities

• Understand post-conversion customer journey and its benefits to external audiences.
• Implement end-to-the-customer journey from order placements to handling escalations and delivery experience with reports and payment closures.
• Work with internal stakeholders to set priorities and nurture account relationships.
• Track and report performance using key metrics; meet productivity and customer satisfaction targets.
• Engage with customers and teams to improve products and processes.
• Identify prospects/partners, communicate value propositions, and build long-term partnerships.
• Collaborate with customer advisors to negotiate deals and support onboarding.
• Work with managed accounts to understand requirements and adoption of features.

Skills

B2B support

Customer support

Sales operations

Stakeholders management

Job description

New Trends Commerce Private Limited is a Poddar Group Company with Amazon Investment. Our vision is to be the most trusted go-to-market partner for the businesses, empowering them to establish and grow their digital ventures efficiently and cost-effectively. We achieve this through a customer-focused approach, sales expertise, high-performance culture, and tech-powered sales strategies. We provide comprehensive go-to-market solutions tailored to each client’s needs, covering everything from identifying the right target customer segments and developing data-driven sales strategies, offering sales training, implementing sales automation, executing on the ground, and ensuring client retention.

To achieve our vision, we hire and develop the best talent through our rigorous hiring & talent management mechanisms which is anchored in our Leadership Principles. Our teams focus on inventing & reinventing for customers (clients & their customers) and simplify the execution. While executing we focus on the key inputs of the business and deliver them with the right quality and at speed.

To be successful in this role you will have superior communication, analytical, presentation and organizational skills. Operating in a fast-moving and sometimes ambiguous environment you will work autonomously, taking full control and responsibility for achieving business objectives.

Location: Noida

Responsibilities-

• Understand post conversion customer journey and be able to end closure its functions and benefits to external audiences.


• Implement end-to-the-customer journey from order placements to handling customer escalations & delivery experience through detailed shipment reports followed by payment closures.


• Work across key internal stakeholders to set priorities and develop account relationships and customer retention.


• Track and report performance using appropriate metrics. Achieve productivity and customer satisfaction targets


• Engage with internal and external customers/teams to improve products and business processes.


• Identify specific prospects/partners to approach, communicate the specific value proposition for their business and use case, and establish long-term, successful partnerships.


• Work closely with customer advisors at interested sellers to successfully negotiate deals and help in onboarding.


• Work with managed accounts to understand their requirements and drive adoption of relevant features/benefits

A day in the life

• Order Placements


• Review and process all customer orders within the defined SLA timelines


• Payment Closure Adherence


• Follow up with customers on outstanding payments within the stipulated timelines


• Acknowledge and respond to customer escalations within the defined response window


• Reporting Adherence


• Submit all daily, weekly, and periodic reports on time as per the reporting calendar


• Other Customer Onboarding Tasks include - PBI, Vendor registration, Quote request, DP Setting etc.


• More than 2-3 years of B2B e-commerce customer support or sales operations operations experience


• Ability and experience of managing internal and external stakeholders