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Client Success Manager

3 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia ThoughtFull™ World Full time

What you will do:

  • Build strong rapport with key client stakeholders and own the entire client lifecycle from successful onboarding to ongoing relationship management and renewal.
  • Oversee and increase client adoption, retention, and product engagement, while maintaining high levels of client satisfaction and trust.
  • Proactively monitor client data/insights to optimise client experience and identify crosssell opportunities.
  • Be an expert on ThoughtFull's services, products and deliver training demonstrations.
  • Drive the renewal process for clients and deliver incremental contractual value for business growth.
  • Plan and deliver activation programs to drive awareness and engagement based on client needs.
  • Collaborate crossfunctionally across Business Development, Product, Operations and Clinical Team to redefine and improve our Client Success strategy and process flow.

Requirements:

About You:

  • Minimum of 4 years of experience in client success, account management, business development, or change management.
  • Strong business acumen and detailoriented with excellent time management skills, i.e., the ability to plan, prioritise, and deliver several projects at once.
  • Ability to utilise quantitative and qualitative data analysis to drive key success metrics such as client engagement and utilisation.
  • Knowledge of sales fundamentals, including but not limited to prospecting skills, pitching, negotiating, and business financial acumen.
  • Selfdriven with a continuous hunger to learn and expand your skillsets beyond the jobscope and identify new ways of working.
  • Ability to articulate and adapt your communication style and approach to match the needs of different clients.
  • Comfortable working in an environment of rapid growth, constant change, and unknowns.
  • Have a passion for mental health, techforgood, and generally improving people's lives.
  • Preferably have experience in working with HR professionals (e.g.
Talent & Retention, Employee Benefits, Total Rewards, Employee Wellness).

  • Bonus: Background in Industrial/Organisational Psychology.