Manager/Senior Manager, Client Success

MCI Group Asia Pacific Pte Ltd; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading events management company in Singapore is looking for a Manager/Senior Manager Client Success to oversee relationships with global accounts. The ideal candidate will have 5-8 years in the meetings and events industry along with strong leadership and communication skills. This role is crucial for managing client satisfaction and driving sales growth through effective strategic planning and relationship management.

Benefits

Annual Leave & Birthday Leave

Employer paid business Travel Insurance

Comprehensive internal L&D portal

Qualifications

• 5 - 8 years of experience in meetings, events, or hospitality.
• Excellent verbal and written communication skills.
• Ability to analyze research findings and develop concept plans.

Responsibilities

• Manage strategic client relationships and ensure client satisfaction.
• Develop and execute account action plans.
• Lead multi-functional teams and manage performance.
• Identify business opportunities and drive sales.

Skills

Client Relationship Management

Strategic Sales & Value Creation

Leadership and Performance Management

Presentation Skills

Business Analysis

Education

Bachelor's degree in Business or Marketing

Tools

Microsoft Office

Job description

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 Global 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 Global Account Director and with the operations 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 ncrease 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 have an understanding of 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
• Take an entrepreneurial approach and apply excellent financial planning skills to allocate resources based on strategies and related objectives
• 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 - 8 years of experience in meetings and events and/or hotel and hospitality industry
• Superb verbal, written communication and presentation skills are essential
• Able to conduct research, drawing information from a variety of sources and channels
• Able to analyse research findings and develop concept plans & possess Digital Mindset.
• Great client mindset and proactive disposition
• Proficient in Microsoft Office application

BENEFIT SUMMARY

• 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.