Manager/senior Manager Client Success

Job Description

**Posting Start Date**:13/03/2025

**Job Title**:Manager/Senior Manager Client Success

We are a global engagement marketing agency that creates human-centric touchpoints that unleash the power of people to deliver innovation and growth.
Firm believers in the power of building community since 1987, we are helping brands, associations and not-for-profit organisations solve their key people challenges through our core expertise: Live & virtual events, Strategic & digital communications and Consulting & community solutions.
We are an independently owned agency, headquartered in Geneva, Switzerland, with a global presence of 60 offices in 31 countries.

**THE OBJECTIVE**

The Manager/Senior Manager Client Success also called a major account manager, key account manager, national/global account manager is the guardian of the strategic client relationship, orchestrating the deployment of corporate-wide resources to provide comprehensive products, services, and solutions to the strategic account.
You will be expected to manage MCI’s Account(s) base in Singapore or in the Asia Pacific region to continue with the momentum in winning more business through strategic communication and relationship management. You will work towards contributing to the achievement of the financial goals and growth of the account allocated.
To ensure smooth communication flow and knowledge sharing with Director,Corporate and with the Client Success team based in Singapore.

**THE WORK**
Client Relationship Management (40%)
- Implement Annual Client Needs Assessment + Account Action Plan + Personal Action Plan
- Manages relationship with local and country contacts
- Possess a thorough understanding of client’s current and future needs
- Take a client perspective, be the voice of the client within MCI
- Recognize and meet client’s needs: be the voice of the client within MCI, responsible for the overall client experience and orchestrates deployment of MCI resources to provide comprehensive products, services, and solutions to the client
- Possess client-centric attitude, good networking skills, empathy and cultural sensitivity
- Strategic Sales & Value Creation (20%)
- Identify respective global accounts trends and developments
- Develop growth within existing accounts in cooperation with Project Managers
- Increase local country business opportunities; expose opportunities for MCI to offer business solutions and innovation to the client
- Identify potential opportunities for meetings and events within Singapore and Asia Pacific region and work with colleagues from MCI offices in this region and around the world to pursue and develop these opportunities.
- Create value by addressing client objectives and unmet needs in creative ways
- Plan and deliver effective, impactful and ‘persuasive’ presentations suited to the characteristics and needs of the audience.
- Up-sell MCI services and solutions specifically but not limited to the Corporate Division, pro-actively during project lifecycle
- Prepare thoroughly for negotiations and handle objections and disagreements, taking a consultative approach to resolve situations
- Able to quantify value and increase MCI’s revenue and market share
- Work on and oversee proposal and budget creation for pitches and RFPs from clients and in the process required to understand event/project budget and operations for different types of events.
- Leadership and Performance Management (20%)
- Manage multi (functional/geographical/virtual) teams and enact (endorse) process
- Delegate & team empowerment responsibility within the team
- Monitor health of all relationships between MCI and clients
- De-escalate disagreements and orchestrate resolutions
- Strategic Planning & Execution (10%)
- Achieve competitive advantage and create future growth through carefully planned and executed account action plans
- Take ownership to increase long-term client value and meet MCI’s organic growth objectives
- Know when to move forward/ ease back on an opportunity to maintain the strength of the relationship
- Resolve shot-term challenges without being absorbed by day-to-day pressures
- Translate client strategies and unmet needs into meaningful action plans, aligned with MCI objectives and business goals.
- Leveraging Organizational Priorities (10%)
- Usage extensive industry and market knowledge to serve the client as trusted advisor
- Articulate knowledge of MCI products and solutions to demonstrate their added value in accordance to the client’s specific situation
- Uphold MCI’s Code of Business Ethics and Sustainability Policy

**THE HIVE**
Reporting to the Director, Client Success both verbal and written daily routine and status updates.Develop rapport with team and within Meeting & Events, and also across all product practices.

**THE GOOD TO HAVE**
Well-rounded individuals with business, marketing degrees prove to be suitable educational backgrounds for this role.
5 years of experience in meetings and ev