Position: Chief Customer Officer – APAC

Location: Malaysia

Reports to: Chief Revenue Officer

Please Note: This role is only open to Malaysian nationals or applicants holding a Resident Pass-Talent (RPT).

We are looking for a highly motivated and energetic individual with a can-do attitude who enjoys networking and establishing relationships. This role involves developing and implementing commercial and strategic partnerships with existing clients to achieve Anchanto’s revenue growth goals.

As the Chief Customer Officer – APAC at Anchanto, you will primarily focus on our Strategic Accounts deployed across multiple countries. You must be a natural at networking, building rapport, and articulating the value of complex technology solutions. You will lead and shape our account management SOPs and Customer Success strategies across the region.

You will be supported by three functions reporting directly to you:

• Customer Success
• Customer Operations
• Senior Strategic Account Managers

Key Responsibilities

1. Regional Commercial Leadership

• Own Year-over-Year topline growth for a portfolio of regional strategic accounts.
• Drive revenue through upsells, cross-sells, new product features, service offerings, brand expansions, and country license growth.
• Develop and manage quarterly Account Plans for self and team; report monthly to top management.
• Collaborate with Country Heads to ensure aligned client management strategies.
• Coordinate internally with Project Management to prioritize and fulfill customer requirements.
• Work with Product Management and Supply Chain Consultants to ensure strategic accounts receive value and commercial success.
• Deliver data-driven insights and performance metrics to the Chief Revenue Officer.
• Share updates on customer needs, challenges, competitive activity, and potential areas for product/service development.

2. Relationship Management

• Establish and maintain CxO and Director-level relationships across all strategic accounts.
• Conduct Quarterly Business Reviews (QBRs) to assess evolving client needs.
• Set KPIs to map and qualify account contacts; identify new stakeholders and define their roles.
• Implement account penetration strategies via cold calling, LinkedIn outreach, networking, and referrals.

3. Thought Leadership

• Stay informed on industry trends, lateral CxO hires, and organizational changes in the eCommerce and logistics ecosystem.
• Understand key success factors of brands, retailers, distributors, and 3PLs.
• Demonstrate thought leadership to strengthen Anchanto’s industry reputation.

4. Team Management

Strategic Accounts Team

• Own proposition development, pitch delivery, pipeline and sales skill development.
• Actively support top 10 deals across the region with hands-on involvement.

Customer Success & Operations Team

• Identify opportunities to expand services and increase contract value.
• Monitor and improve client satisfaction and health metrics.
• Define deliverables aligned with Account Management and National Account Teams.
• Establish company-wide SOPs and CRM cadences.
• Recruit, mentor, and motivate team members, fostering a high-performance, commercial-focused culture.

Essential Requirements

• Minimum 10 years’ experience in a sales role, ideally as an Account Director or Business Development Manager.
• Experience with SaaS products in eCommerce, Retail, or Logistics sectors.
• Strong understanding of eCommerce and ability to engage C-level stakeholders.
• Skilled at translating business needs into operational strategy.
• Exceptional written and verbal communication skills.
• Proficient in delivering high-impact presentations and building strong client relationships.

Personal Attributes

• Strong self-awareness and compelling storytelling skills.
• Ability to bring clarity to ambiguous customer needs and discussions.
• Self-driven and proactive in seeking solutions and opportunities.