Alibaba Group San Mateo , CA 94401
Primary Job Responsibilities
The KA Account Manager position is a fundamental component of the Alipay Global Merchant Management team, serving a portfolio of large and strategically important merchants and partners in each market.
The role provides account management support in two capacities: as the primary contact for an assigned portfolio of large merchants and partners, as one of key members of a cross functional account team that includes Business Development, Marketing, Technical Support and Risk Management whose focus is to retain, manage and grow key account relationships while expanding Alipay market share.
The KA Account Manager is the lead point of contact for all service aspects of the merchant processing relationship during the contract life, ensuring a smooth transition from onboarding through to the activity phase. The position is the focal point for information and communication with the merchants and partners on critical operational issues including risk and compliance management
Maintain a specific number of accounts as required, deliver quality merchant support service to the account portfolio, and meet specific customer satisfaction requirements.
Be available to answer all email, phone, and voice mail inquiries from your account base, and provide one-stop solution to address their needs, including difficult contacts and complaints
Provide accurate solutions and proper education to merchants regarding products, processes and compliance requirements
Work closely with related teams or counterparts to resolve merchants issue and follow up with responsible parties until they are resolved.
Make outbound contacts to merchants whenever there are outstanding issues in the account, and give merchants proper guidance to improve the process and conduct authenticity investigation based on regulation requirement
Provide feedback to related teams on customers voice timely and proactively work on the solutions
Summarize the trend based on merchants voices; identify the valuable feedback and urgent issues to escalate to higher leadership team.
Keep monthly contact with merchants and maintain business relationships; complete daily phone outreach
Regularly update customer relationship management database;
Insights study and analysis for each market to address challenges and opportunities