Client Manager

Job description

Telum Media is a media intelligence platform built for PR and communications professionals across Asia-Pacific and the Middle East. Our database and tools help PR teams find and connect with the right journalists, spot media opportunities, and prove the impact of their campaigns — making the day-to-day work of media relations faster and more strategic. Founded in Singapore in 2013, we're a growing team supporting agencies and in-house comms professionals throughout the region. About the role We're looking for a Client Manager to own our Singapore client base and help protect and grow accounts across the Group. You'll be the main point of contact for a portfolio of clients — understanding their communications goals, making sure they're getting real value from Telum, and driving renewals and upgrades through strong relationships and sharp use of client data. This is a client-facing, relationship-driven role for someone who's equally comfortable on a call with a client and digging into usage data to spot a retention risk before it becomes a problem. What you'll do - Own a portfolio of Singapore clients, running a regular programme of purposeful check-ins to drive maximum retention against target. - Lead onboarding for new clients, connecting Telum's capabilities to their specific objectives and measures of success. - Identify clients' needs, communications objectives, and desired outcomes, and make sure they understand the full value Telum's features can deliver. - Use client usage data and feedback to spot adoption gaps, retention risks, and growth opportunities. - Build renewal readiness and lead renewal/upgrade conversations backed by a clear value case and commercial judgement. - Own an ongoing client training programme, running outcome-focused sessions to improve product adoption. - Keep the CRM and client/PR database in excellent shape — activity, risks, outcomes, next steps, and PR/corporate information. - Ensure timely, purposeful communication with clients across channels, with clear follow-up. - Partner closely with the Client Management Lead, the Group Head of Clients, and Sales colleagues to stay aligned on account health and strategy. - Work with the Customer Support team to resolve issues affecting client confidence or retention, occasionally handling front-line customer service yourself to stay close to the client experience. - Step in to cover clients at short notice in case of colleague leave or departure, in coordination with the Client Management Lead. - Mentor and help train up newer members of the Client Management team, including Client Managers and Associate Client Managers. - Build long-term relationships with key clients and across the PR industry more broadly to support retention and account growth. - Pass qualified leads and expansion opportunities to Sales and Marketing where there's a genuine client need and a clear value case. - Stay on top of PR and communications industry trends to keep client conversations relevant and consultative. What you'll bring - Experience in client management, account management, or customer success — ideally with renewal/upgrade or commercial targets. - Hands-on experience with CRM platforms and disciplined account management practices. - Excellent communication, presentation, and negotiation skills, with a consultative approach to value messaging. - Ability to build genuine, long-term relationships with clients. - A knack for using client data and insight to identify risks, opportunities, and recommended actions. - Strong project management skills and an organised approach to work, with real attention to detail. - Problem-solving aptitude and confidence managing challenging client situations. - A customer-oriented mindset with strong commercial judgement. - Creativity and innovation — you find lateral ways to pre-empt retention issues and spot growth opportunities. - Confidence with public speaking and delivering client training. - Drive to excel and go beyond, with a strong work ethic in a fast-paced environment. - Ability to collaborate well across teams. - In-depth understanding of the PR and communications market is a strong plus. Good to know - You'll spend roughly 70% of your time on Singapore clients, with the remainder supporting client management priorities across the Group. - Expect some local travel to meet clients face-to-face where it strengthens the relationship. - You'll be measured on clear, tangible outcomes: retention rate, renewal/upgrade revenue, and evidence of client value delivered.