Client Success Lead

4 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia ThoughtFull World Pte. Ltd. Full time
About ThoughtFull World Pte. Ltd.

ThoughtFull is a digital mental health company that provides 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.

The Role of the Client Success Lead
  • Main Responsibilities:
  • Drive team performance and achieve set goals as a team lead.
  • Balance hands-on work with people management responsibilities, guiding, delegating, and empowering team members to drive projects.
  • Build and manage a high-performance team delivering quality servicing and care to clients.
  1. Outcomes You Will Drive:
  2. People
    • As a team lead, you will be accountable for driving team performance and achieving set goals.
    • Balance hands-on work where you are directly responsible for outcomes vs. people management responsibilities where you will help guide, delegate, and empower team members to drive projects that have cross-functional as well as client impact.
    • Build and manage a high-performance team that delivers quality servicing and care to the clients we serve.
  3. Process
    • Able to create new and/or enhance existing process flows that help optimize and drive outcomes at scale.
    • Proactively seeks to implement better ways of working that will promote efficiency and efficacy of time spent working.
  4. Product
    • Fast learner and able to demonstrate strong product knowledge in order to serve our clients better.
    • Participate proactively to drive product improvements and delivery.
    • Develop and deliver activation programs and/or engagement and communications plans at scale (including collaboration with internal teams) to drive education, increase engagement levels and create meaningful quantified impact based on client's needs.
  5. Performance
    • Understand, analyze, synthesize micro-level data and insights to make data-driven decisions that can drive the growth and retention of the client book.
    • Demonstrate solid account management skills: build rapport with key client stakeholders and able to own the entire client lifecycle from successful onboarding, launch to ongoing relationship and/or engagement initiatives management, quarterly business reviews and driving business growth through renewals by increasing an account's annual recurring revenue and in parallel, reduce risk of churn.
    • Enhance client satisfaction and trust by boosting adoption, retention, and engagement through proactive monitoring and analysis of client data, providing valuable recommendations, and identifying opportunities for upselling and cross-selling.
About You:
  • Requirements:
  • Relevant work experience of 5-7 years in client success, account management, change management or strategic Human Resources where you have demonstrated the ability to manage multiple projects/portfolios with either high recognised revenue or large/diverse set of stakeholders. Team lead experience ideal.
  • At least 2 years experience working in or with insurers, brokers, and/or healthcare payors.
  • Displays a strong professional conduct, excellent stakeholder management (from rank-and-file to C-suite) and written and verbal communication skills tailored to fit audience.
  • Strong business acumen and detail-oriented with excellent time management skills, i.e., the ability to plan, prioritise, and deliver several initiatives at any given time.
  • Ability to utilise quantitative and qualitative data analysis to derive insights and drive key success metrics such as client engagement and utilisation.
  • Proactive, a fast learner, resourceful with a high regard for discipline and commitment to your work.
  • Continuously thinks of ways to make processes and your (and the team's) work more efficient and leaner while achieving impact with clients.
  • Comfortable working, navigating and taking ownership in an environment of rapid growth, change and states of flux, and ambiguity.
  • Experience or exposure working with HR professionals (e.g. Talent Management, Benefits & Compensation, Employee Engagement and Culture) is an added advantage.
  • Background in Industrial and Organisational Psychology added advantage.

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