Key Accounts Client Solution Lead, Malaysia

Responsibilities

About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.

At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

About Us
Client Solutions Team (CST) will be a client & campaign management expert, working with advertisers and agencies to design, implement, and optimize campaigns to achieve advertisers' performance objectives. Client Solutions Team is one of the most important partners to our sales team, establishing and strengthening key client relationships with a focus on driving revenue, advertiser education & advertiser satisfaction. Key skills required for any persons to be in this team is to have a great focus on client service, ability to optimize marketing performance results for advertisers, and capability to provide customized training and solutions to advertisers leveraging our unique ad product suite.

Building & Managing High Performing Teams
- Tracking team progress and leaning in when coming up with solutions to support attainment
- Educating teams on brand building, media solutions, market sector and/or verticals to level up their consultative selling skills and troubleshooting
- Driving more self-sufficiency within the CST team by optimising operational efficiencies, supporting task prioritisation and adoption of automation
- Being willing to dive in and support with campaign management and optimization where required
- Leading by example in setting the expectations for the team, while building an open and supportive culture
- Building coaching and progression plans with team members where required

Client Success
- Oversee the performance of the key accounts business - driving day-to-day maintenance of the book of business
- Spot opportunities within the vertical for advertisers within the book of business that line up with their business and marketing goals, as well as minimizing churn and other slowdowns
- Formulate strategic plans to onboard and educate advertisers through scaled initiatives and programs and ultimately growing the existing business partnership
- Aligning with Brand Partnerships teams on account plans and building actionable next steps for execution across the year and collaborate with cross-functional teams to pitch and close opportunities
- Identifying business priorities based on market landscape, advertiser mix, vertical, product adoption and revenue data alongside Brand Partnerships Leads and Client Solutions Country Leads
- Drive and create best practices in the form of playbooks, case studies, workshop content, frameworks etc.
- Proactively lead product update discussions, educate brands and agencies on TikTok's new and existing products, and advise on best practices to drive optimal performance and groundbreaking campaigns

Stakeholder Management
- Engaging and building relationships with senior advertisers
- Establishing collaborative partnerships internally with cross-functional teams
- In collaboration with the sales team, conduct regular business reviews and take a consultative, long-term approach to build productive relationships with advertisers
- Maintaining a birds eye view on priorities and necessities during advertiser business reviews and audits, working with the Client Solutions Managers on coming up with appropriate narratives and solutions
- Fostering and driving detailed and transparent business updates to leadership in a timely cadence

Qualifications

Minimum Qualifications
- Over 5 years of experience in account management/client services roles in digital marketing, product, consulting, communications, or internet technology, with 3+ years of people management experience
- High degree of autonomy and self-direction. Proven track record of building a profitable book of business
- Experience managing performance advertisers with a deep understanding of their challenges is a plus
- Strategic thinker with experience identifying and leading initiatives to drive business performance and operational efficiencies.
- Ability to gather, analyze and present data to identify insights around the state of the business and build actionable next steps to improve performance
- Solid knowledge & experience in tracking, attribution, and measurement logic; experience using some of the major tools like GA, MMPs, pixel implementation, Brand Lift Studies, and basic troubleshooting knowledge
- Hands-on experience with planning, optimising and reporting on full funnel (brand to performance) campaigns

Preferred Qualifications
- Solid understanding of media landscape, brand building and marketing as a whole for regional or global brands. Deep knowledge in Media & Entertainment and Tech preferred, with strong industry connections is a plus
- Creative/Brand Strategy experience is a plus
- Proactive, positive and exemplifies a growth mindset
- Highly organized, confident and self motivated individual that is equally comfortable supporting team members and communicating with senior stakeholders
- Excellent communicator and presenter, with good interpersonal skills
- Flexible team player who navigates a fast-paced and often ambiguous environment well
- Able to travel where required

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.