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Client Services Manager: Due Diligence

1 month ago

Penang, Malaysia The Search Group Full time

The Search Group is a Risk and Research consultancy firm with a global footprint, and an enhanced presence in both Europe and East Asia. Our global clients rely upon us for due diligence, business intelligence, and specialist research products. We are also available to assist clients develop their ethics and governance programs - covering regulatory and financial crime compliance, ESG and business conduct. TSG is growing quickly hence is looking for motivated and committed people to join our local and global teams across operations, product and service delivery, client management, and sales & marketing.

Job Summary

We are seeking a driven and results focused Client Services Manager to join our Client Services Team. The Client Services Manager is responsible for supporting and developing long-term relationships with a portfolio of clients, connecting with key business executives and stakeholders, and assisting with the management of cases internally. This individual is the liaise between clients and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to clients' needs. The successful candidate will have exceptional communication, computer, and problem-solving skills.

Role and Responsibilities

  • Primary point of contact for portfolio of clients and focus on building long term relationships with client base.
  • Manage contract renewals and cross-selling / upselling due diligence products and services across portfolio of clients.
  • Drive revenue and sales opportunities in existing and new accounts.
  • Develop a trusted advisor relationship with key accounts, client stakeholders and executive sponsors.
  • Ensure timely and successful delivery of our products according to client needs and objectives.
  • Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.
  • Responsible for working with the Business Development team to onboard and integrate new clients and developing existing client relationships.
  • Manage the case management and case intake from assigned client accounts. Oversee the delivery of our products to ensure reports are delivered within agreed timeframes, providing superior client experience.
  • Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • Monitor and analyze client's usage of products.
  • Liaise between the client and internal teams and disseminate client's feedback and activity internally in a timely manner.
  • Channel and relay client feedback internally and escalate issues to the CEO and Head of Operations as and when appropriate.
  • Collaborate with internal parties across all business functions, especially in driving rapid resolution on client support issues and building improvements to prevent future escalations and ensure client satisfaction.
  • Remain knowledgeable of market and industry trends, competitors, and all aspects of TSG's market.
  • Be the face and voice of Client Success both internally and externally; carry the banner of excellence and owning client success, including communications such as internal executive presentations and briefings.

Qualifications, Skills & Education Requirements

  • University degree in business or related field, preferred with at least 3-5 years' experience in a client facing role, preferably in compliance / professional business solutions environment.
  • Experience in delivering client focused solutions based on client needs.
  • Ability to plan and prioritize work activities: using time efficiently, identifying and planning for additional resources/information that may be needed for client service and support.
  • Highly developed communication skills and ability to build stable relationships with internal / external stakeholders.
  • Ability to prioritize among competing tasks.
  • Technical Skills – Ability to understand client requirements and issues; becomes and remains proficient in all programs and systems necessary to effectively execute excellent client service.
  • Manages difficult and/or challenging client situations; responds promptly to client needs; solicits client feedback to improve service; responds to requests for service assistance; meets commitments; puts clients first – through behaviors, decisions and choices made in client's best interest.
  • Excellent written and oral communication in English. Knowledge of an additional language will be an advantage.
  • Can-do attitude and problem-solving skills.
  • Ability to demonstrate proficiency in a wide range of tools including MS Office Suite, CRM software and SharePoint.

Please submit your CV or Resume in English. This is a remote WFH position.

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