Customer Success Executive

The Customer Success Executive primary role is to manage customer accounts within Malaysia. They will manage a portfolio of Employee Assistance Programs (EAP) and Wellbeing Services for corporate clients within Malaysia. This role emphasizes client retention, customer experience, risk management, portfolio growth, and account administration.

Key Responsibilities

• Client Retention and Business Development
• Manage a portfolio of Malaysia-based corporate clients, overseeing program launches, ongoing program management, and relationship building to ensure excellent customer service and a seamless customer experience
• Serve as the primary point of contact for clients, coordinating with internal teams and global providers to deliver high-quality services
• Utilize data to measure and demonstrate the impact and value of programs, preparing and delivering insightful client reports
• Risk Management
• Proactively identify and mitigate client-related risks, implementing strategic interventions to maintain service quality and client satisfaction
• Maintain up-to-date client information and records on relevant systems.
• Handle any crisis management situations, ensuring effective communication and timely response to clients and relevant stakeholders.
• Portfolio Growth
• Drive portfolio expansion by identifying and initiating commercial opportunities, such as adding services, territories, or headcounts to existing client accounts.
• Upsell additional services, including Learning & Development offerings, to enhance value for clients.
• Manage projects, including health and HR fairs, where the Employee Assistance Program (EAP) or other wellbeing aspects may need representation
• Administration and Account Management
• Ensure accurate and up-to-date maintenance of client information in company systems.
• Collaborate with the Finance team to facilitate timely invoicing and assist in managing outstanding accounts.
• Support account management tasks, including preparing quotations, invoices, and tracking client communications
• General Support and Team Collaboration
• Participate in projects as needed, such as report writing, consulting, and responding to client inquiries.
• Work closely with the business development team to support contract negotiations, renewals, and other sales initiatives.
• Rotate responsibilities on the toll-free customer support line, ensuring prompt and effective client assistance. (Applicable to Clinical Psychologist/Counsellors)
• Provide support to the inquiry team as needed
  

Requirements And Qualifications

• Bachelor’s degree in Business Administration, Human Resources, Psychology, Mass
• Communication, Health Sciences or a related field
• A Master’s degree in Clinical Psychology or Counseling is highly advantageous
• Languages: Fluency in English, Bahasa Malaysia, and Mandarin is preferred
• Minimum 1 year of experience in customer success, account management, or a related client-facing role. Experience with 2 years will be given preference
• Strong interpersonal and communication skills, with a focus on relationship management
• Ability to manage multiple accounts simultaneously, with strong organizational and prioritization skills
• Experience in data reporting, risk management, and project coordination
• Demonstrated ability to identify growth opportunities within existing client portfolios
• This list of responsibilities is not exhaustive; additional account management tasks may be assigned as needed