Senior Client Manager

at  Telum Media

SENIOR CLIENT MANAGER, SINGAPORE-BASED

Are you a people person who thrives on making new connections? Are you looking to join a dynamic team that works at the intersection of the media and PR industries? Join Telum Media and take your career to the next level.
Telum Media is a tech company, founded in 2013, that builds connections between the communications and media industries across the Asia-Pacific region, Australia and New Zealand. We work with our friends in journalism and public relations every day to update our comprehensive, APAC-wide information platform, publish breaking industry news and host tailored regional networking and educational events.
We are looking for an ambitious Senior Client Manager to join our Client Management Team in Singapore. As part of the Client Management Team, you will work in a fast-paced environment with the existing team and other functions across the group.

• Strategic Collaboration
• Work closely with the Group Head of Clients on client engagement and strategy where needed
• Team Training and Mentoring
• Work closely with the Group Head of Clients to train up and mentor new team client management team members including but not limited to Client Manager and Junior Client Managers
• Have responsibility for an ongoing client training programme and undertake client trainings
• Assist with developing an ongoing client event series
• In case of a local Client Manager based in the same office/market, direct management will be expected
• Be the go to person to take on clients for a short period of time in case of leave, departure and any other unforeseen circumstances in coordination with the Group Head of Clients
• Business Development and Lead Generation
• Identify customers’ needs and wants in terms of the Telum product
• Ensure clients are aware of Telum’s features & functionality
• Examine client usage data to maintain and grow existing accounts
• Pass leads to the sales and marketing team
• Pass any PR news opportunities to the PR News team
• Client Management and Retention
• Support the client management team to execute a regular programme of client check-ins and manage assigned clients to ensure maximum client retention rates through administrative, and occasionally direct, client management against set target
• Manage challenging situations that may affect customers
• Execute an effective onboarding programme for new clients where needed
• Ensure instant and timely communication with clients across a variety of channels (phone, email etc.) where needed
• Maintain the company CRM, client and PR database to the highest standard about client activities and PR/Corporate information
• Relationship Building and Networking
• Build long-term relationships with key clients and the PR industry in order to build and maintain existing accounts
• Collaborate with internal teams
• Travel locally to meet potential and existing clients
• Stay on top of the latest industry trends
• Customer Support and Satisfaction
• Work with the Customer Support team to ensure quality of all client interactions
• Occasionally undertaking a “shift” on Telum’s customer service inbox to better understand the client experience