Manager/Senior Manager Client Success

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.

Job Description:

THE OBJECTIVE

The Manager/Senior Manager Client Success, also called a major account manager, key account manager, or 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 the Director, Corporate and with the Client Success team based in Singapore.

THE WORK

1. Client Relationship Management (40%)
   • Implement Annual Client Needs Assessment + Account Action Plan + Personal Action Plan
   • Manage 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, responsible for the overall client experience
   • Possess a client-centric attitude, good networking skills, empathy, and cultural sensitivity
2. 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
   • Create value by addressing client objectives and unmet needs in creative ways
   • Plan and deliver effective, impactful presentations suited to the audience
   • Up-sell MCI services and solutions during project lifecycle
   • Prepare for negotiations and handle objections, taking a consultative approach
   • Quantify value and increase MCI’s revenue and market share
   • Oversee proposal and budget creation for pitches and RFPs
3. Leadership and Performance Management (20%)
   • Manage multi-functional/geographical/virtual teams
   • Take an entrepreneurial approach and apply excellent financial planning skills
   • Delegate & empower team members
   • Monitor health of all relationships between MCI and clients
   • De-escalate disagreements and orchestrate resolutions
4. Strategic Planning & Execution (10%)
   • Achieve competitive advantage through carefully planned account action plans
   • Take ownership to increase long-term client value
   • Know when to move forward or ease back on an opportunity
   • Resolve short-term challenges without being absorbed by day-to-day pressures
   • Translate client strategies into meaningful action plans
5. Leveraging Organizational Priorities (10%)
   • Use extensive industry and market knowledge to serve the client
   • Articulate knowledge of MCI products to demonstrate their added value
   • 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 across all product practices.

THE GOOD TO HAVE

• Well-rounded individuals with business or marketing degrees
• 5 years of experience in meetings and events and/or hotel and hospitality industry
• Superb verbal, written communication and presentation skills
• Able to conduct research and analyze findings
• Great client mindset and proactive disposition
• Proficient in Microsoft Office applications

BENEFIT SUMMARY
MCI Group Asia Pacific Singapore offers benefits including:
• Annual Leave & Birthday Leave
• Employer paid business Travel Insurance, Medical Unlimited Whitecoat, Dental or Vision allowance
• Employer-paid Group Hospital & Surgical, Outpatient Clinical, Outpatient Specialist & Personal Accident
• Comprehensive internal L&D portal and opportunities for external courses

Potential candidates must be authorized to work in Singapore for any employer without sponsorship.

MCI is where you can bring your true self to work and be proud of what you do. Join us and make a difference