Main Tasks:
· Client Relationship Management
· Account Growth & Retention
· Coordinate with Internal Teams
· Marketing, Sales Support and Upselling
· Reporting & Account Administration
· Problem Resolution
Activities Relating To Main Tasks:
1. Client Relationship Management
· Serve as the primary point of contact for a portfolio of clients, ensuring their satisfaction and maintaining a positive relationship.
· Act as the liaison between the client and internal teams (e.g., commercial group, project/engineering group, business support group, operation group).
· Understand clients' business needs and objectives, and provide tailored solutions to meet those needs.
· Building relationships with key influencers of clients.
2. Account Growth & Retention
· Identify opportunities for account growth by understanding client needs and proposing new services, products, or solutions.
· Work with clients to resolve any issues or challenges they may face, ensuring the long-term retention of key accounts.
· Monitor IKM’s performance to account and provide strategic guidance to improve customer satisfaction and service delivery.
3. Coordinate with Internal Teams
· Coordinate with commercial team on the submission of proposal or tender to clients, ensuring deadlines are met and expectations are exceeded.
· Collaborate with internal teams (e.g., project engineering group / operation group) to ensure smooth delivery and execution of client requests.
· Ensure all contractual obligations to client are met or exceeded.
· Coordinate all information / inquiries with internal teams to ensure all resources are available to meet demand.
4. Marketing, Sales Support and Upselling
· Identify and pursue opportunities for upselling and cross-selling additional services or products to clients.
· Prepare and deliver presentations, proposals, and quotations to clients, collaborating with the sales team where necessary.
· Negotiate contract terms & conditions and pricing adjustments as required.
· Promote IKM brand awareness to clients, by online media and offline events.
5. Reporting & Account Administration
· Maintain accurate and up-to-date records of client interactions, including contracts, meeting notes, and communications.
· Acquisition and reporting of market survey information, and project forecast.
· Provide weekly account status updates to clients and internal stakeholders, reporting on account health, project progress, and any issues or concerns.
· Monitor client satisfaction through feedback surveys or direct communication, and implement improvements as needed.
· Participate in weekly sales meetings for IKM Testing.
6. Problem Resolution
· Proactively address and resolve any issues or concerns raised by clients in a timely and professional manner.
· Work closely with project or technical teams to ensure that problems are addressed quickly, and solutions are implemented efficiently.