Client Support Executive

Isentia is the Asia-Pacific region's leading media intelligence company; empowering clients to understand their brand and reputation. Our clients are diverse, ranging from globally renowned brands right through to government bodies and not-for-profit organizations.
Isentia is part of the Access Intelligence group.  Access Intelligence is a tech innovator, delivering high-quality SaaS products that address the fundamental business needs of clients in the marketing and communications industries. We combine AI technologies with human expertise to analyze data and create insights to understand what impacts an organization and its key audiences – from customers to stakeholders, politicians to influencers, and the media. The working hours for this role is from 7am to 7pm.
What You'll Do: As an Account Executive in the Client Success team, you will provide service delivery and first-line support (via Live Chat & Email) to all SMB clients across Australia and New Zealand. You'll monitor live news that is breaking on social media channels, broadcast and online news, and alert clients with a sense of urgency to relevant media issues on time. Working closely with the Director of Client Success, you will provide efficient, timely, and accurate advice to client issues and problems.  You will be solution-focused and always seek to ensure that every client receives exceptional client service. Attend and record Parliamentary Doorstops and press conferences at Parliament House. What You'll Bring: Client-Service Focus: Previous experience in a client/customer/account support/service role, with a strong focus on delivering exceptional service. Communication Skills: Strong communication skills coupled with detailed problem-solving abilities and a customer-first mentality. Adaptability: Ability to thrive in a fast-paced environment and adapt quickly to meet the evolving needs of clients and the organization. IT Skills: Excellent IT skills, including proficiency in Word, Excel, and G-Suite, with the ability to adapt quickly to new technologies. CRM experience (e.g., Salesforce) is highly desirable. Industry Experience: Experience in PR, media, or marketing is highly desirable, but not essential. News and Current Affairs: A strong interest in news, current affairs, and social media, coupled with a dedication to delivering outstanding client service