Client Care Manager

Job Title: Client Care Manager

Reports To: Chief Business & Growth Officer

Location: Malaysia

Employment Type: Full-time

1. Job Overview

As a key member of the Business Support Team, you will be responsible for managing and expanding client relationships across China, Singapore, and Malaysia. By proactively engaging with clients, understanding their business needs, and recommending tailored solutions, you will deliver exceptional service while fostering long-term trust. In parallel, you will identify new business opportunities, maintain a strong sales pipeline, and contribute to sustainable revenue growth. Working closely with cross-functional teams, you will integrate client feedback and market insights into strategic initiatives to enhance customer satisfaction, renewal rates, and new business development.

2. Core Responsibilities

(A) Client Relationship Management & Satisfaction

• Act as the primary contact for cross-regional clients, ensuring timely, professional, and solution-oriented support.
• Build strong, long-term partnerships by understanding client needs, addressing pain points, and delivering service excellence.
• Implement tiered client management, with a focus on high-value clients, providing tailored engagement and support.

(B) Business Development & Sales Growth

• Identify new business opportunities through in-depth analysis of existing client portfolios and proactive development of new accounts.
• Drive new business transactions, maintain a robust sales pipeline, and support the achievement of company sales targets.
• Monitor renewal trends, engage clients proactively on contract renewals, and enhance renewal rates and revenues.

(C) Issue Resolution & Risk Management

• Manage escalated client concerns with professionalism, ensuring expectations are addressed and risks of client attrition are minimized.
• Conduct risk assessments, identify potential challenges in client partnerships, and mobilize internal resources to resolve them.
• Lead cross-regional customer satisfaction surveys, collect structured feedback, and propose actionable service improvements.

(D) Cross-Team Collaboration & Process Optimization

• Partner with internal cross-regional and cross-functional teams (BD, Professional Service Team) to ensure seamless client service delivery.
• Support the development and optimization of client care processes, systems, and workflows to boost efficiency and service quality.
• Maintain accurate and comprehensive client records to ensure data integrity and provide insights for internal decision-making.

(E) Ad-hoc Responsibilities

• Perform other client care–related tasks as assigned by the Chief Business & Growth Officer.

3. Job Requirements

(A) Education

• Bachelor's degree in Customer Service, Business Administration, Marketing, or a related field preferred.
• Candidates with SPM/Certificate/Diploma and substantial client service experience will also be considered.

(B) Experience

• Minimum 3 years' experience in client service or relationship management.
• Experience with cross-regional client accounts or within multinational companies is an advantage.

(C) Skills & Knowledge

• Strong knowledge of client relationship management practices and service processes, adaptable to cross-border contexts.
• Basic accounting knowledge preferred, to support better understanding of client operations.
• Proficiency in Microsoft Office and CRM systems.

(D) Competencies

• Excellent communication and interpersonal skills, able to engage effectively across cultures.
• Strong customer service mindset—proactive, detail-oriented, approachable, and responsive.
• Demonstrated problem-solving, logical reasoning, and quick learning abilities; able to handle complex issues independently.
• Strong organizational and time management skills; capable of managing multiple priorities to meet deadlines.
• Collaborative team player with the ability to work independently when required.

(E) Language Skills

• Fluent in written and spoken English, with the ability to draft business documents and conduct effective cross-border communication.
• Proficiency in Chinese (written and spoken) is a strong advantage for supporting clients in China and Singapore.