Enterprise Account Manager

Role Overview

As an Account Manager, you are the primary owner of your assigned corporate accounts. Your responsibility is to ensure every client receives exceptional service while continuously growing the account.

You are expected to understand your clients’ procurement processes, anticipate their needs, coordinate with internal departments, manage supplier relationships, resolve issues quickly, and drive procurement spend through the Lapasar platform.

Success in this role is measured by customer satisfaction, account growth, operational excellence, and achievement of sales targets.

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Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned corporate clients.
• Build strong, long-term relationships with procurement teams, finance departments, and business users.
• Conduct regular account reviews with clients.
• Understand each client’s procurement policies, workflows, and business objectives.
• Anticipate client needs and proactively recommend improvements.
• Maintain high customer satisfaction and retention.

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Account Growth

• Achieve monthly, quarterly, and annual sales targets.
• Increase procurement spend from existing customers.
• Identify upselling and cross-selling opportunities.
• Promote new platform features and services.
• Develop account growth plans for each customer.
• Expand platform adoption across additional departments and business units.

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Order Management & Customer Success

• Ensure every order is processed accurately and on time.
• Monitor order fulfilment from purchase order to delivery.
• Coordinate with Procurement, Operations, Finance, and Customer Service teams to resolve issues.
• Escalate critical issues immediately and ensure timely resolution.
• Track outstanding orders and proactively communicate updates to clients.
• Ensure service level agreements (SLAs) are consistently met.

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Supplier & Vendor Management

• Coordinate onboarding of client-nominated suppliers onto the Lapasar platform.
• Ensure suppliers complete all required documentation and verification.
• Assist suppliers with platform training and adoption.
• Monitor supplier performance and service quality.
• Work with Procurement teams to improve supplier responsiveness and fulfilment.
• Ensure supplier information remains accurate and up to date.

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Project & Implementation Management

• Manage onboarding of new corporate clients.
• Coordinate implementation timelines.
• Ensure procurement workflows are configured correctly.
• Work with Product and Technical teams on system integrations where required.
• Conduct client training sessions.
• Ensure successful platform adoption.

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Operational Excellence

• Monitor account health using key performance indicators.
• Ensure procurement requests are actioned promptly.
• Maintain accurate CRM records.
• Prepare account reports and business reviews.
• Ensure internal teams meet agreed response times.
• Identify process improvements to enhance customer experience.

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Internal Collaboration

• Work closely with:
• Sales
• Procurement
• Operations
• Finance
• Customer Support
• Product Team
• Vendor Management
• Act as the client’s advocate within Lapasar.
• Ensure cross-functional alignment to deliver exceptional service.

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Key Performance Indicators (KPIs)

Revenue

• Monthly Sales Target
• Quarterly Revenue Growth
• Annual Revenue Growth
• Gross Merchandise Value (GMV)

Customer Success

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer Retention Rate
• Client Renewal Rate

Operational

• Order fulfilment SLA
• Issue resolution time
• First response time
• On-time delivery rate
• Escalation resolution time

Vendor Management

• Supplier onboarding completion
• Supplier response time
• Supplier fulfilment rate
• Supplier performance score

Account Development

• Upsell revenue
• Cross-sell revenue
• Active user growth
• Platform adoption rate
• Number of departments onboarded

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Required Skills & Qualifications

• Bachelor’s Degree in Business, Marketing, Supply Chain, Procurement, or a related field.
• 3–5 years of experience in Account Management, Enterprise Sales, Customer Success, Procurement, or B2B SaaS.
• Experience managing large corporate or enterprise accounts is an advantage.
• Strong stakeholder management and relationship-building skills.
• Excellent communication and presentation abilities.
• Strong problem-solving and negotiation skills.
• Ability to manage multiple projects simultaneously.
• Comfortable working in a fast-paced environment.
• High attention to detail with excellent organisational skills.
• Proficiency in Microsoft Office, CRM systems, and business reporting tools.

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Preferred Experience

Experience in one or more of the following areas is highly desirable:

• Enterprise procurement
• Supply chain management
• B2B marketplaces
• ERP systems (SAP, Oracle, Microsoft Dynamics)
• eProcurement platforms
• Vendor management
• Corporate sourcing
• Customer Success platforms

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Core Competencies

• Customer-first mindset
• Strong commercial acumen
• Ownership and accountability
• Operational excellence
• Relationship management
• Strategic thinking
• Effective communication
• Problem solving
• Negotiation skills
• Time management
• Collaboration
• Adaptability
• Results-driven execution

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What Success Looks Like

A successful Account Manager at Lapasar:

• Becomes a trusted advisor to every assigned client.
• Consistently achieves or exceeds sales and growth targets.
• Delivers an outstanding customer experience with high retention and satisfaction.
• Ensures orders are fulfilled accurately and on time with minimal escalations.
• Successfully onboards and manages client-nominated suppliers.
• Coordinates effectively across internal teams to resolve issues quickly.
• Identifies new opportunities to grow each account and increase platform adoption.
• Maintains strong, long-term client relationships built on trust, responsiveness, and measurable business value.

This role requires a balance of commercial focus, operational discipline, and customer advocacy. The Account Manager is ultimately responsible for ensuring that every client views Lapasar as a strategic procurement partner rather than just a procurement platform.