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Client Services Manager – Malaysia

CARMA is a global provider of integrated media intelligence solutions. We deliver what matters using an unrivalled mix of cutting-edge technologies and experienced media measurement and analysis experts.

With 19 international offices and staff in 50 countries, CARMA conducts research of media coverage in all key geographies in over 80 languages. We are globally active, but also have local experience so whilst most of our clients are international, we are equally adept and offering market specific solutions.  Our on-the-ground staff speak the local language, know local customs, and can help you achieve a greater understanding of any market.

CARMA has been providing services to the communications industry for more than 30 years over which time it has grown into one of the most geographically diverse and most dynamic media monitoring and analysis companies in the world.

Responsibilities

Key responsibilities of the role include:

 

Client Servicing

  • Build and strengthen client relationships to achieve long-term partnerships
  • Achieve individual upsell and cross-sell targets as well as team client retention target
  • Negotiate and close renewal business with C-Level Executives and decision makers, enabling you to meet or exceed your quota
  • Execute onboarding and training for all new clients
  • Handle inquires and requests from client and address their needs
  • Proactively identify any problems that may impact the client and work with different internal departments to resolve or prevent such issues.
  • Liase with different departments within the company to ensure all client deliverables are met
  • Conduct consistent reviews to track account health, while discovering new areas of improvement
  • Mentor new team members as our organization grows

 

Business Development

  • Maintain accurate client records, keeping track of any contract updates and renewals on CRM platform
  • Identify upsell, cross-sell and renewal opportunities and communicate with sales teams regularly
  • Work with sales, marketing andother internal teams to develop strategic plans and ensure KPIs are being met

Product Knowledge

  • Fully understand the company’s full suite of products and services
  • Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to clients
  • Understand the Global operational structure and implement processes in line with it

Qualifications

  • Strong written and verbal communication skills
  • Strong written and verbal communication skills
  • Ability to multitask and juggle several responsibilities simultaneously
  • Excellent organizational skills and attention to detail
  • Solution-oriented and able to think outside the box to solve client problems
  • Reliable and self-motivated

Experience

  • Minimum 4 years of relevant Client Services, Account Management, or Business Development, preferably in the media, consultancy, tech, PR & communications or market research industry.
  • Dealt with complex or escalated client situation and able to resolve and manage these situation successfully
  • Proven track record of meeting or exceeding KPIs and building strong client relationships

Contact

Please send your CV to jeremiah.rodrigues@carma.com