Client Success Executive

5 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Vertex Mastery Full time 60,000 - 80,000 per year

Job Description – Client Success Executive

Role Summary

The Client Success Executive is the main liaison between Vertex Mastery and our clients, ensuring that every participant's journey is supported with care, clarity, and consistency. Success in this role means clients feel guided, supported, and inspired from onboarding through program completion, resulting in high satisfaction, engagement, and retention.

This role fits into the organization as part of the Product Development & Customer Experience team, directly supporting program delivery and working closely with senior trainers, facilitators, and the operations team to ensure seamless client experiences.

Responsibilities

  • Serve as the primary point of contact for clients, handling communication and relationship management.
  • Guide clients through the onboarding process, ensuring smooth integration into Vertex Mastery programs.
  • Monitor and track client progress, gathering feedback and providing proactive support to improve results.
  • Support workshops, events, and coaching sessions by managing logistics and client interactions.
  • Identify client challenges and escalate or resolve issues in a timely and empathetic manner.
  • Prepare and maintain client engagement reports for management review.
  • Contribute to building a supportive and growth-oriented community for clients.

Qualifications

Skills:

  • Excellent verbal and written communication skills.
  • Strong interpersonal skills with the ability to build trust and rapport.
  • Problem-solving mindset with high attention to detail.
  • Ability to manage multiple client relationships simultaneously.

Experience:

  • Prior experience in customer success, client servicing, or account management is advantageous.
  • Experience in training, events, or coaching industries is a plus.

Other Requirements:

  • Willing to learn.
  • Proficiency in office and communication tools (e.g., Lark).
  • Willingness to support evening/weekend events when required.
  • Growth mindset, adaptability, and alignment with Vertex Mastery's Core Value.

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