Hybrid Client Success Lead

at ThoughtFull - Employee Mental Wellbeing

• Job title: Client Success Lead
• Job type: Full Time
• Experience level: Senior
• Salary: MYR 9,000 - MYR 14,000 per month
• Degree requirement: Bachelor's Degree
• Tech skills: Flux
• Location requirements: Hybrid, Kuala Lumpur, Malaysia

About the role

• Client Success Lead managing team performance and client relations for a digital mental health company. Focusing on client success and account management while working in a hybrid environment.

Responsibilities

• As a team lead, you will be accountable for driving team performance and achieving set goals.
• Balance hands-on work where you are directly responsible for outcomes vs. people management responsibilities where you will help guide, delegate, and empower team members to drive projects that have cross-functional as well as client impact.
• Build and manage a high-performance team that delivers quality servicing and care to the clients we serve.
• Able to create new and/or enhance existing process flows that help optimize and drive outcomes at scale.
• Proactively seeks to implement better ways of working that will promote efficiency and efficacy of time spent working.
• Fast learner and able to demonstrate strong product knowledge in order to serve our clients better.
• Participate proactively to drive product improvements and delivery.
• Develop and deliver activation programs and/or engagement and communications plans at scale (including collaboration with internal teams) to drive education, increase engagement levels and create meaningful quantified impact based on client’s needs.
• Understand, analyze, synthesize micro-level data and insights to make data-driven decisions that can drive the growth and retention of the client book.
• Demonstrate solid account management skills: build rapport with key client stakeholders and able to own the entire client lifecycle from successful onboarding, launch to ongoing relationship and/or engagement initiatives management, quarterly business reviews and driving business growth through renewals by increasing an account’s annual recurring revenue and in parallel, reduce risk of churn.
• Enhance client satisfaction and trust by boosting adoption, retention, and engagement through proactive monitoring and analysis of client data, providing valuable recommendations, and identifying opportunities for upselling and cross-selling.

Requirements

• Relevant work experience of 8-12 years in client success, account management, change management or strategic Human Resources where you have demonstrated the ability to manage multiple projects/portfolios with either high recognised revenue or large/diverse set of stakeholders. Team lead experience ideal.
• At least 2 years experience working in or with insurers, brokers, and/or healthcare payors.
• Displays a strong professional conduct, excellent stakeholder management (from rank-and-file to C-suite) and written and verbal communication skills tailored to fit audience.
• Strong business acumen and detail-oriented with excellent time management skills, i.e., the ability to plan, prioritise, and deliver several initiatives at any given time.
• Ability to utilise quantitative and qualitative data analysis to derive insights and drive key success metrics such as client engagement and utilisation.
• Proactive, a fast learner, resourceful with a high regard for discipline and commitment to your work.
• Continuously thinks of ways to make processes and your (and the team’s) work more efficient and leaner while achieving impact with clients.
• Comfortable working, navigating and taking ownership in an environment of rapid growth, change and states of flux, and ambiguity.
• Experience or exposure working with HR professionals (e.g. Talent Management, Benefits & Compensation, Employee Engagement and Culture) is an added advantage.
• Background in Finance/Banking, Insurance, Broker, Industrial and Organisational Psychology added advantage.
• Note: Please note that this role is open to candidates who are currently based locally. Unfortunately, we’re not able to offer visa sponsorship at this time.