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Senior Client Services Manager

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia 1stdigital Full time
Client Success Lead

We are seeking a high-calibre professional to lead our Client Success team in Kuala Lumpur. As a Client Success Lead, you will be responsible for delivering a holistic client experience and client relations strategy that drives sustainable engagement, recommendations, retention, and business growth.

Key Responsibilities:
  1. Drive the Listen, Act, and Deliver Client Experience Model to recover service issues, build NPS and complaint insights, and actions with scale, speed, and depth.
  2. Mobilize prioritized client journeys' enhancements to pre-empt complaints and deepen ownership with stakeholders and journey owners.
  3. Drive strategic initiatives and CX projects that align with the long-term vision of business and client growth priorities.
  4. Deliver global Client Experience initiatives across key client interfaces or channels to ensure quality, consistent, and sustainable client experience.
  5. Develop and lead a team of high-performing CSMs and admins that embrace a culture of excellence, partnership, innovation, and change.
  6. Bring thought leadership by representing 1stdigital at industry events and bringing back best practices to shape the organization.
  7. Build key client relationships to understand unique needs and industry trends in the crypto and fintech community.
  8. Establish a CS operating rhythm that tracks, reports, and analyzes effectiveness of the team in achieving Strategic Objectives, Regional CSM KPIs, and monitors client satisfaction/needs.
  9. Collaborate with Regional Sales & Account Management Leaders to develop and execute retention and growth strategies to achieve ambitious growth goals.
  10. Leverage data and client sentiment to drive the voice of the client across the Group (commercial ops, sales, marketing) to improve solution offerings and client satisfaction.
Requirements:
  1. 6+ years of leadership experience, knowledge of APAC region Fintech and Crypto landscape, and a track record of creating a culture of operational excellence and consistency, performance excellence, and delivering against growth goals.
  2. Seasoned mentor and coach equipped to develop managers and identify talent.
  3. Proven ability to deliver results through development of key sales and revenue metrics.
  4. Highly strategic and able to prioritize aligning functional priorities to the company's commercial objectives.
  5. Exceptional and effective communication skills with ability to flex style based on audience and purpose.
  6. Demonstrated knowledge of client success, fintech, and crypto markets, and wealth management workflows to shape retention strategies.
  7. Natural collaborator that can drive client advocacy and influence stakeholders.
  8. Innovator who utilizes data to inform decisions, simplify complex problems, improve the client experience, and client lifecycle.
  9. High level of commercial acumen and an understanding of FinTech GTM tactics a benefit.