Client Experience Specialist

4 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia ThoughtFull™ World Full time
About Us
At ThoughtFull World, we believe that healthy employees make for more engaging and productive work environments. We provide seamless end-to-end mental healthcare for all through insurers and employee benefits. Our vision is to make mental health a priority for everyone, every day.

Job Summary
As a Client Success Manager, you will be responsible for delivering exceptional client experiences, driving business growth, and enhancing client satisfaction. You will build strong relationships with our clients, identify opportunities for upselling and cross-selling, and develop strategies to boost adoption, retention, and engagement.

Key Responsibilities:
  • Build strong rapport with key client stakeholders and own the entire client lifecycle from successful onboarding, launch to ongoing relationship and/or engagement initiatives management.
  • Enhance client satisfaction and trust by boosting adoption, retention, and engagement through proactive monitoring and analysis of client data.
  • Demonstrate expert understanding of ThoughtFull's products, services, and engagement initiatives.
  • Develop and deliver activation programs and/or engagement and communications plans at scale to drive education, increase engagement levels, and create meaningful quantified impact based on client's needs.

Requirements
The ideal candidate should have a minimum of 3 years of experience in client success, account management, change management, or strategic Human Resources in a medium to large organization. They should have demonstrated ability to manage multiple projects/portfolios with either high recognized revenue or large/diverse set of stakeholders. Strong business acumen, detail-oriented, excellent time management skills, and ability to utilize quantitative and qualitative data analysis to derive insights and drive key success metrics such as client engagement and utilisation are also essential.

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