Account Manager
Job Summary
The Account Manager is responsible for client servicing, onboarding, and campaign management from launch to performance monitoring. They act as the primary liaison between clients and internal teams to ensure deliverables and objectives are met. Additionally, the role involves managing contract renewals and identifying upselling opportunities for digital campaigns.
Responsibilities
- Manage client onboarding, internal meetings, and documentation (MoM, SoW)
- Oversee campaign launches and execute changes based on feedback
- Monitor online branding, content marketing, and digital marketing performance
- Track contract periods, send renewal reminders, and drive upselling
Required Skills
- Client Servicing & Account Management
- Digital Campaign Monitoring
- Agency Experience Preferred
- Malaysian Nationality
Job Details
Client Onboarding
1.1 Internal Meeting and Preparing Collaterals
Following the acquisition of a new client by the company, the Business Development Manager/Executive will conduct an internal meeting to discuss the campaign details, break down the client’s brief, and work with team members to determine roles and responsibilities.
- Prepare the Minutes of Meeting (MoM) document within 24 working hours of the internal meeting.
- Keep track of preparations based on the MoM and ensure tasks and deliverables are completed within 72 working hours.
- Bring all necessary presentation materials to the client onboarding meeting.
1.2 Onboarding Meeting
- Prepare MoM within 24 working hours of the onboarding meeting.
- Prepare the Scope of Work (SoW) document stipulating objectives, deliverables, and timelines within 48 hours of the meeting for client signature.
- Follow up with stakeholders to ensure deliverables within the Onboarding MoM are prepared within 2 weeks of the meeting.
- Set up follow-up onboarding meetings if clarification or changes are required.
1.3 Client Campaign Launch
- Confirm that the SoW document is signed and payment has been made before launching the campaign.
- Obtain client acknowledgement for the campaign launch date.
- Ensure execution preparations are made within 24 hours of payment and finalized materials.
- Liaise with internal teams to execute the launch and email the client to report on it.
- Work with internal members to make changes based on client feedback with a 24-hour turnaround time.
2. Campaign Management & Monitoring
- Regularly monitor services to ensure SoW deliverables are met and campaign performance is maintained or exceeded.
2.1 Online Branding and High Quality Leads
- Ensure digital advertising and featured listing settings appear correctly daily.
- Update site content and links in response to client requests in a timely manner and inform clients via email with updated links.
- Monitor and send accumulated leads to clients every Friday or as needed.
- Provide a monthly Performance Report to the client.
2.2 Content Marketing
- Work with stakeholders to ensure smooth production of content marketing deliverables with minimal delays.
- Ensure effective distribution and promotion of content.
- Send reminders to clients for materials and utilization of services.
- Provide a monthly Performance Report to the client.
2.3 Digital Marketing
- Check daily budget utilization to prevent overspending.
- Liaise with clients and teams for campaign optimization.
- Track, review, and report lead status, quality, quantity, and source every Monday.
- Provide a monthly Performance Report to the client.
3. Contract Renewal
- Track contract periods and deliverables for clients.
- Send timely reminders regarding unutilised deliverables by the first week of every month.
- Ensure client profiles are up-to-date on the websites.
4. Upselling to Current Campaigns
- Identify opportunities for clients to improve their digital campaigns and present them during monthly WIP meetings and in reports.
- Achieve set KPIs for upselling.
Requirements:
- Agency Experience Preferred
- Malaysians