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Client Services Lead, Apac
2 weeks ago
Account Development and Growth
- Meets and exceeds revenue targets set for high value and strategic agency accounts and projects.
- Proactively identifies and addresses any issues that may lead to client dissatisfaction, and for developing and implementing strategies to improve long term client satisfaction and engagement with the agency, and agency revenue goals.
- In-depth understanding of the customer relationship management (CRM) process and develops and implement strategies for retaining key accounts.
- Foresees potential client issues that could impact client relationships and can work independently to resolve issues.
- Strategic role in identifying new business opportunities and securing sales within existing accounts.
- Strategic role in managing the relationship with key and senior client account stakeholders. Also identifies and pursues strategic partnerships with key clients contacts.
- Deep understanding of client account objectives, challenges and industry trends.
- Lead a team of Client Associates or Managers in developing and maintaining professional relationships with key client account contacts.
Resource Management
- Oversees a team that builds rapport and maintains relationships with a large and diverse number of vendors.
- Seen as a trusted and enthusiastic advocate by vendors working across their account.
- Leads and monitors the progress of vendor onboarding plans, playing a strategic role in evolving and improving the overall vendor onboarding process.
- Ensures vendors are efficiently, effectively and happily deployed to meet account and project requirements.
- Identifies and effectively resolve issues that may arise between the client and vendor without undermining the relationship with both stakeholders.
- Identifies cross-account opportunities for vendors that support their career development and interest areas, as well as provide business value for the agency.
- Maintains accurate and timely updates to CRM and project tracker reports. Explores new and improved ways of monitoring and /tracking the deliverables
- Devises strategies to boost vendor engagement and retention with the agency.
Commercial Management
- Ensures accounts are run in accordance with financial KPIs and proactively identifies and notifies senior internal stakeholders of issues that may impact immediate or long term budget planning.
- Influences long term agency budgeting plans and manages the new business pipeline for client accounts.
- Analyses financial data and draws insights to inform account strategies and decisions.
- Foresees and raises potential commercial issues on accounts and offers solutions to resolve them.
- Solid understanding of the agency sales process, services and solutions. Offers suggestions on sales process improvement and new product solutions.
- Maintains knowledge of vendor and client contract terms and conditions, and plays a key role in contract negotiations.
- Supports Finance on timely client invoicing and payment settlement.
- Effectively coordinates with Sales and Marketing on the agency GTM strategy.
Leadership and People Management
- Strong communication and interpersonal skills and can adapt to different contexts, works effectively in a team and with peers.
- Strong leadership skills and the ability to manage and mentor a team of more junior staff.
- Ensures that team members are meeting performance expectations and providing feedback and coaching to improve performance.
- Leads and motivates internal team members, resolves conflict, and provides constructive feedback.
- Effectively delegates tasks and responsibilities in order to meet personal and account team KPIs.
- Provides effective communication on account updates at various levels, considering the depth and information at each point of contact. Also practices active listening.
- Manages situation of substantial change, conflicts and impasse through good relationships and interaction with stakeholders, as well using negotiation techniques.
- Takes action to persuade and adapts discourse during presentations or debates to seek a better outcome.
- A driving force in exhibiting agency values.
- Understands the agency’s formal and informal structure and culture, also the implicit constraints within the business.
Industry Knowledge
- Good understanding of the martech industry and can engage in strategic discussions with clients. Identifies and capitalises on industry trends and articulates an industry point of view.
- Good understanding of the industry in which their clients operate. This includes knowledge of industry trends, regulations, and best practices.
- Thought of by internal and external stakeholders as an individual with strong domain knowledge.
- Strong knowledge of the products and services that the agency offers and positions them effectively to potential clients.
- Identifies new business opportunities within the industry and client business.
Service Delivery and Processes
- Excellent attention to detail, f
