Account Manager - Client Servicing

XCalibur Digital Sdn. Bhd.; Selangor; On-site; MYR 150,000 - 200,000; Full time

Job summary

A digital marketing agency in Malaysia is looking for a Client Account Manager. The role involves client onboarding, monitoring campaign performance, and managing contract renewals. The ideal candidate should be immediately available, possess 1-3 years of experience in a client-facing role, and have agency experience. Responsibilities include internal meeting preparation, client meeting coordination, lead monitoring, and upselling opportunities. The agency fosters a dynamic environment with a focus on client relationships.

Qualifications

• Immediately available with previous agency experience.
• 1-3 years in a client-facing role.

Responsibilities

• Conduct internal meetings and prepare minutes of meetings (MoM).
• Coordinate onboarding meetings with clients and prepare documents.
• Monitor campaign performance and lead generation.
• Manage contract renewals and upselling opportunities.

Skills

Client management

Communication skills

Organizational skills

Problem-solving

Job description

1. Client Onboarding

1.1 Internal Meeting & Preparation

• After acquiring a new client, the Business Development team holds an internal meeting to review the client’s brief, deliverables, and team roles.

• Account Manager (AM) responsibilities:

  • Prepare Internal Meeting MoM within 24 working hours and share with all relevant team members.

  • Track all pre-onboarding preparations as listed in the MoM.

  • Ensure all MoM tasks are completed within 72 working hours.

  • Bring all necessary materials for the client onboarding meeting.

1.2 Onboarding Meeting

• A meeting with the client to discuss campaign objectives, work scope, materials needed, and introduce team members.

• AM responsibilities:

  • Prepare Onboarding MoM within 24 working hours.

  • Prepare the Scope of Work (SoW) within 48 hours, including objectives, deliverables, and timelines. Send to client for signature before execution.

  • Follow up with internal & external stakeholders to ensure all collaterals are ready within 2 weeks.

  • Arrange follow-up onboarding meetings if clarifications or changes are needed.

1.3 Campaign Launch

• AM responsibilities:

  • Ensure SoW is signed and payment is received before launch.

  • Confirm launch date with client.

  • Ensure execution readiness within 24 hours of payment and finalised materials.

  • Coordinate with internal teams to execute the launch.

  • Email client upon launch and obtain acknowledgement.

  • Implement changes based on client feedback within a 24-hour turnaround.

2. Campaign Management & Monitoring

2.1 Online Branding & High-Quality Leads

• AM responsibilities:

  • Daily check on campaign ads and featured listings on the website.

  • Update content or links as per client request; notify clients with updated links.

  • Monitor and record leads from both clients and potential clients.

  • Send leads every Friday or as needed.

  • Provide monthly performance reports.

2.2 Content Marketing

• Coordinate the production of content deliverables and ensure deadlines are met.

• Ensure effective content distribution and promotion.

• Remind clients to provide required materials.

• Provide monthly performance reports.

2.3 Digital Marketing

• Monitor daily ad budget usage and ensure full utilisation without overspending.

• Track and evaluate lead performance and sources.

• Send weekly Monday status reports on lead generation and request client feedback.

• Provide monthly performance reports.

3. Contract Renewal

• Track contract periods and deliverables for all clients.

• Send reminders about unutilised deliverables by the first week of each month.

• Ensure client profiles on the websites are always updated.

4. Upselling Opportunities

• Identify and propose opportunities to enhance clients’ digital campaigns.

• Present upsell opportunities during monthly WIP meetings and include them in reports.

• Achieve upselling KPIs assigned to each client.

Job Requirements

• Immediately Available

• Agency Experience

• 1-3 years experience