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