Account Manager

Role: Account ManagerType: Full-time with LancesoftWork Location: Jaffna/ Anuradhapura (Preferably candidates from Jaffna)About LanceSoft:Established in 2000, LanceSoft is a pioneer in delivering top-notch Global Workforce Solutions and IT Services to a diverse clientele. Headquartered in Herndon, VA, LanceSoft operates 32+ regional offices across North America, Europe, Asia, and Australia Currently, our team of over 5,000 professionals caters to 110+ enterprise clients worldwide, including Fortune companies. Our client base represents a diverse spectrum of industries, including Banking & Financial Services, Semiconductor/VLSI, Technology, Healthcare & Life Sciences, Government, Telecom & Media, Retail & Distribution, Oil & Gas, and Energy & Utilities.About the Job: We are seeking a dynamic and analytical Account Manager to join our team to provide service to and support our client Uber Sri Lanka, a global leader in ridesharing and online food ordering and delivery space. Uber Sri Lanka keeps expanding, igniting opportunities and empowering communities by providing earnings opportunities to merchants and delivery and driver partners while offering convenience to their customers.As an Account Manager, you will be responsible for managing a portfolio of merchants (Small and Medium Merchant Partners) in the cities of Anuradhapura, Puttalam and Jaffna within our food delivery platform. Your primary focus will be on building strong and positive relationships with merchants - you will be consulting such partners to ensure high satisfaction and to drive growth in their businesses. You wil also sel and upsel marketing products to grow revenue, maintain operational quality, and maximize business retention. In addition, you wil focus efforts on new acquisition of Small and Medium (SMB) Merchant Partners to the platform, when required. It is the perfect mix between a commercial and an analytical/operational role.If you are passionate about customer service, operations and have commercial skills in partner management, communication, and problem-solving, as well as outstanding learning agility, this is an amazing opportunity for you!Key Responsibilities: 1. Merchant Relationship Management: Develop and maintain strong relationships with assigned key merchants, through regular visits and meetings.Understand their business needs, challenges, and goals and develop strategies in conjunction with your partners to help grow their businesses (e.g. effective marketing plans, menu optimizations, operational improvements etc.) and experiment with new business models (eg. delivery-only kitchens).2. Portfolio Management: Hold accountability and ownership in managing a portfolio of merchants and ensure sales attainment targets are met month-on-month.Monitor performance metrics, including order volume, revenue, investments, customer satisfaction, churn and other key metrics.Use your analytical ability combined with operational rigor to identify gaps in your portfolio to drive forward partnership KPIs and maximize your impact. Utilize data-driven decision making to understand the performance of initiatives to ensure you are effectively prioritizing those with the highest return on investment.3. Sales and Upselling: Drive demand to the app, by working with Marketing and Growth teams to improve our brand strength and in-app conversion. This includes selling and upselling MarTech products to merchants.4. Retention Strategies: Implement strategies to retain existing merchants, including traveling to gather on-ground information to enable maintaining, resurrecting or acquiring new SMB merchants, when required.Address any issues promptly and proactively.Provide exceptional customer service to ensure long-term partnerships.5. Market Insights: Stay informed about industry trends, competitor activities, and market dynamics.Use these insights to tailor solutions and recommendations for merchants.Basic Qualifications & Skills: Bachelor's degree in Business Administration, Marketing, or a related field.2-3 years of relevant experience in account management, experience in Consumer Tech would be an added advantage.Confident in making data-led decisions and using sound business judgment.Excellent communication (verbal and written) and negotiation skills.Native Tamil, and fluent in English and Sinhala to effectively communicate with merchants.Willingness to hustle, roll up sleeves, and get in the weeds with our highest value partners. Speed and go-getter attitude is highly advantageous in this role.Preferred Skills: Problem solving skills: when you see a problem, you work hard and think out of the box until you fix it.Capable to run analysis and/or understand data and transform it into relevant insights.Strong executive presence and have a track record of outperforming metrics-based business goals.