The position is responsible for ensuring high client satisfaction, promoting the retention and renewal of clients, actively increasing revenue through upselling, cross-selling and account expansion within the assigned client portfolio, and keeping up to date with industry trends and market conditions.

All activities must be geared towards contributing to company revenue targets, maintaining the highest levels of service outcomes to internal and external colleagues and clients, and must conform to all legal, regulatory and statutory requirements, and organizational standards.


Primary Duties and Responsibilities

• Foster long-term relationships with assigned clients by maintaining regular contact with them, communicate client needs and expectations to internal teams, and provide inputs and data on client journey and experience.
• Research and anticipate client needs, follow-up on all client engagements and contract renewals, and proactively propose tailored solutions to enhance client satisfaction and outcomes.
• Identify, review and close opportunities for upselling and cross-selling products and services, and conduct quarterly review meetings to demonstrate value, present new offerings and secure account growth commitments.
• Onboard new clients and new employees of current clients as required, conduct product training sessions, and ensure that all clients have up-to-date training material and access to relevant user guides.
• Collaborate with Marketing and Client Success teams to craft and deliver customised proposals for existing clients, and participate in internal strategy meetings to share client insights and recommend service improvements.
• Acknowledge and respond to client communications promptly, document and resolve all client interactions and engagement service issues within established service level agreements, and share issue resolution summaries with relevant internal teams.
• Actively engage in social events with clients and represent the company at corporate events, client events and meetings, industry conferences and networking opportunities.
• Maintain accurate client records in CRM and other internal systems, track, measure and report on upsell/cross sell performance against established revenue targets, and submit monthly account performance and growth reports to Client Success Manager.
• Support the development and maintenance of a team environment by performing other related duties.
  
  

Qualifications and Experience

• Bachelor’s Degree in Business Management, Marketing, Communications or related field
• At least two (2) years’ experience in client management, account management or a customer-facing role in the media, communications or advertising industry
• At least one (1) year demonstrated success in B2B sales

Knowledge

• Excellent knowledge of Microsoft Office Suite - Word, Excel and PowerPoint, Outlook Mail.
• Strong knowledge of media monitoring, advertising, and communication industries.

Skills

• Excellent oral and written communication skills.
• Excellent interpersonal and relationship building skills.
• Excellent networking skills.
• Excellent negotiation and consultative selling skills.
• Excellent presentation and analytical skills.