Client Manager

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.