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Client Success Manager

6 months ago

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 cross-sell 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 cross-functionally 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 detail-oriented 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.
- Self-driven with a continuous hunger to learn and expand your skillsets beyond the job-scope 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, tech-for-good, 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.