Senior Account Executive

Isentia - Talent International (RPO)

A global SaaS firm looking for a Senior Account Exec to be based in our KL office

Position Title: Senior Account Executive
 Location: Malaysia
Geographic scope: MY                      
    
                                  
Overall job purpose:
The Senior Account Executive is responsible for achieving client satisfaction, client retention and revenue growth for their designated clients. To achieve these results, the Senior Account Executive will work with a high performing team tasked with providing the best level of support and service to clients. The Senior Account Executive will build ‘trusted advisor’ partner relationships with a view to retention whilst maintaining strong client relationships.
    
 
KEY RESULT AREAS
 
1
     Support client retention and revenue processes
     Good performance defined
     Weighting
    
·       Establishes and maintains strong client relationships, at client transactional and strategic level, by ensuring needs are well understood and serviced.
·       Effective prioritizing of competing client needs and mobilizing Isentia resources/talent to best react to client issues/feedback and approach from competitors.
·       Gain a good working knowledge of the clients’ businesses to identify opportunities to increase revenue. Also, take the opportunity to share sample reports.
·       Assist in client retention activities; help conduct regular account setting reviews, analyse all interactions logged to ensure consistent service delivery
·       Assist in reviewing the old contracts and preparing new ones for service renewal.
·       is updated accordingly once renewal is confirmed. Exp. Insights, translation and operations.
·       Does aggressive follow-ups with clients to ensure that the renewal process is initiated in a timely manner so that accounts can be updated before the contract end date
·       Assist in making sure all of the clients account details are well documented and briefed.
     ·       Achievement of retention targets
·       Timely renewal of contracts
·       Accurate client account settings
·       Regularly updates client listing with accurate information
·       Ensure constant communication with the client is established – minimize surprises
·       Quarterly Review Meetings’ template is updated
    
     
 
2
     Provide an outstanding client experience across your portfolio
     Good performance defined
     Weighting
    
·       Ensure an excellent client experience at all times
·       Pro-active in recommending solutions to issues and setting performance standards; and always demonstrates a positive attitude.
·       Ensures that a comprehensive account structure is set up covering all aspects of content delivery that should answer the client’s questions and fit their requirements.
·       Maintaining relationship with the existing clients, handling related enquiries (e-mail & telephone) and resolve issues in our range of products and services in order to meet clients’ satisfaction. Includes follow up calls to the client to ensure the solution is effective.
·       Perform all client management tasks with a high level of accuracy, including processing irrelevant and missed content
·       Ensure constant engagement with the client across your portfolio.
·       Coordinate any special instructions for clients eg deliveries over public holidays, ad-hoc deliveries or downtimes
·       Ensure that all matters pertaining to regional clients from account setup to client queries are well managed.
     ·       NPS score of +30
·       High customer satisfaction
·       Timely response to all client query as set by service levels
     
    

 
 
3
     Ensuring High Quality and relevancy for Internal & External Reporting
     Good performance defined
     Weighting
    
·       Timely submissions of reports – Reports are submitted on time, as scheduled. 
·       Ensures high Quality and relevancy of report - Report writing is clear, concise and free of typographical errors. This also involves ensuring accurate translation.
·       Provide insight into client’s account settings including missing & irrelevant content
·       Documentation Management (event support and workload support where necessary) – ensuring all records [hard & soft copy] are effectively maintained
·       Documenting all interactions with the client for record keeping purposes via the CRM tool
·       Ensures that CD compilation for clients that request for it are done accurately and delivered on time
     ·         Delivery of accurate reporting.
·         Client use reports as part of their operational process
·         Client’s feedback on the quality of deliverable
·         Good client intelligence and history
      
 
4
     Delivering strategic insight and advice to clients in order to help them achieve their communications objectives.
     Good performance defined
     Weighting
    
·       Ensure all clients are well versed with all Isentia products and keeping them refreshed with developments and or improvements via email or phone.
·       Helps in ensuring all relevant departments within Isentia are aptly briefed on clients needs and changes
     ·         Clients well versed in all Isentia services.
    
 
5
     Ensures compliance with Isentia policies and standards, and ensures compliance will all local statutory requirements.
     Good performance defined
     Weighting
    
·       Complies with all local legislative requirements.
·       Adheres to company policies and procedures and the corporate Code of Conduct.
·       Where appropriate keeps up to date with legislative requirements through membership of industry organisations.
·       Ensures personal adherence to workplace health and safety requirements and either address or brings to management’s attention when others are in breach of these requirements.
·       Acts in an ethical way with company assets and others.
     ·       Understands and complies with all company and legislative requirements. 
·       Can be relied upon to act respectfully and ethically.
      
    
    
Language skills:                  
Excellent written and verbal English and Bahasa Malaysia. Ability to speak in Chinese (Cantonese / Mandarin) or Tamil language will be an added advantage