Customer Success Executive
Bandar Puchong Jaya, Selangor, MalaysiaJob Description
About the Role
The Customer Success Executive primary role is to manage customer accounts within Malaysia. They will manage a portfolio of Employee Assistance Programs (EAP) and Wellbeing Services for corporate clients within Malaysia. This role emphasizes client retention, customer experience, risk management, portfolio growth, and account administration.
Location: Onsite, to be based in Malaysia
Hours: The role is a permanent five (5) day a week role; 11am to 7pm MYT
With with 1 Saturday a month; 10:30am to 6:30pm MYT
Flexibility: The successful candidate must be flexible to work outside of standard hours to accommodate the global nature of the business and collaborate effectively with international teams across multiple time zones.
Key Responsibilities
1). Client Retention and Business Development
Manage a portfolio of Malaysia-based corporate clients, overseeing program launches, ongoing program management, and relationship building to ensure excellent customer service and a seamless customer experience
Serve as the primary point of contact for clients, coordinating with internal teams and global providers to deliver high-quality services
Utilize data to measure and demonstrate the impact and value of programs, preparing and delivering insightful client reports
2). Risk Management
Proactively identify and mitigate client-related risks, implementing strategic interventions to maintain service quality and client satisfaction
Maintain up-to-date client information and records on relevant systems.
Handle any crisis management situations, ensuring effective communication and timely response to clients and relevant stakeholders.
3). Portfolio Growth
Drive portfolio expansion by identifying and initiating commercial opportunities, such as adding services, territories, or headcounts to existing client accounts.
Upsell additional services, including Learning & Development offerings, to enhance value for clients.
Manage projects, including health and HR fairs, where the Employee Assistance Program (EAP) or other wellbeing aspects may need representation
4). Administration and Account Management
Ensure accurate and up-to-date maintenance of client information in company systems.
Collaborate with the Finance team to facilitate timely invoicing and assist in managing outstanding accounts.
Support account management tasks, including preparing quotations, invoices, and tracking client communications
5). General Support and Team Collaboration
Participate in projects as needed, such as report writing, consulting, and responding to client inquiries.
Work closely with the business development team to support contract negotiations, renewals, and other sales initiatives.
Rotate responsibilities on the toll-free customer support line, ensuring prompt and effective client assistance. (Applicable to Clinical Psychologist/Counsellors)
Provide support to the inquiry team as needed
Requirements and Qualifications
Bachelor’s degree in Business Administration, Human Resources, Psychology, Mass
Communication, Health Sciences or a related field
A Master’s degree in Clinical Psychology or Counseling is highly advantageous
Languages: Fluency in English, Bahasa Malaysia, and Mandarin is preferred
Minimum 1 year of experience in customer success, account management, or a related client-facing role. Experience with 2 years will be given preference
Strong interpersonal and communication skills, with a focus on relationship management
Ability to manage multiple accounts simultaneously, with strong organizational and prioritization skills
Experience in data reporting, risk management, and project coordination
Demonstrated ability to identify growth opportunities within existing client portfolios
This list of responsibilities is not exhaustive; additional account management tasks may be assigned as needed
About the Role
The Customer Success Executive primary role is to manage customer accounts within Malaysia. They will manage a portfolio of Employee Assistance Programs (EAP) and Wellbeing Services for corporate clients within Malaysia. This role emphasizes client retention, customer experience, risk management, portfolio growth, and account administration.
Location: Onsite, to be based in Malaysia
Hours: The role is a permanent five (5) day a week role; 11am to 7pm MYT
With with 1 Saturday a month; 10:30am to 6:30pm MYT
Flexibility: The successful candidate must be flexible to work outside of standard hours to accommodate the global nature of the business and collaborate effectively with international teams across multiple time zones.
Key Responsibilities
1). Client Retention and Business Development
Manage a portfolio of Malaysia-based corporate clients, overseeing program launches, ongoing program management, and relationship building to ensure excellent customer service and a seamless customer experience
Serve as the primary point of contact for clients, coordinating with internal teams and global providers to deliver high-quality services
Utilize data to measure and demonstrate the impact and value of programs, preparing and delivering insightful client reports
2). Risk Management
Proactively identify and mitigate client-related risks, implementing strategic interventions to maintain service quality and client satisfaction
Maintain up-to-date client information and records on relevant systems.
Handle any crisis management situations, ensuring effective communication and timely response to clients and relevant stakeholders.
3). Portfolio Growth
Drive portfolio expansion by identifying and initiating commercial opportunities, such as adding services, territories, or headcounts to existing client accounts.
Upsell additional services, including Learning & Development offerings, to enhance value for clients.
Manage projects, including health and HR fairs, where the Employee Assistance Program (EAP) or other wellbeing aspects may need representation
4). Administration and Account Management
Ensure accurate and up-to-date maintenance of client information in company systems.
Collaborate with the Finance team to facilitate timely invoicing and assist in managing outstanding accounts.
Support account management tasks, including preparing quotations, invoices, and tracking client communications
5). General Support and Team Collaboration
Participate in projects as needed, such as report writing, consulting, and responding to client inquiries.
Work closely with the business development team to support contract negotiations, renewals, and other sales initiatives.
Rotate responsibilities on the toll-free customer support line, ensuring prompt and effective client assistance. (Applicable to Clinical Psychologist/Counsellors)
Provide support to the inquiry team as needed
Requirements and Qualifications
Bachelor’s degree in Business Administration, Human Resources, Psychology, Mass
Communication, Health Sciences or a related field
A Master’s degree in Clinical Psychology or Counseling is highly advantageous
Languages: Fluency in English, Bahasa Malaysia, and Mandarin is preferred
Minimum 1 year of experience in customer success, account management, or a related client-facing role. Experience with 2 years will be given preference
Strong interpersonal and communication skills, with a focus on relationship management
Ability to manage multiple accounts simultaneously, with strong organizational and prioritization skills
Experience in data reporting, risk management, and project coordination
Demonstrated ability to identify growth opportunities within existing client portfolios
This list of responsibilities is not exhaustive; additional account management tasks may be assigned as needed
Job Description
About the Role
The Customer Success Executive primary role is to manage customer accounts within Malaysia. They will manage a portfolio of Employee Assistance Programs (EAP) and Wellbeing Services for corporate clients within Malaysia. This role emphasizes client retention, customer experience, risk management, portfolio growth, and account administration.
Location: Onsite, to be based in Malaysia
Hours: The role is a permanent five (5) day a week role; 11am to 7pm MYT
With with 1 Saturday a month; 10:30am to 6:30pm MYT
Flexibility: The successful candidate must be flexible to work outside of standard hours to accommodate the global nature of the business and collaborate effectively with international teams across multiple time zones.
Key Responsibilities
1). Client Retention and Business Development
Manage a portfolio of Malaysia-based corporate clients, overseeing program launches, ongoing program management, and relationship building to ensure excellent customer service and a seamless customer experience
Serve as the primary point of contact for clients, coordinating with internal teams and global providers to deliver high-quality services
Utilize data to measure and demonstrate the impact and value of programs, preparing and delivering insightful client reports
2). Risk Management
Proactively identify and mitigate client-related risks, implementing strategic interventions to maintain service quality and client satisfaction
Maintain up-to-date client information and records on relevant systems.
Handle any crisis management situations, ensuring effective communication and timely response to clients and relevant stakeholders.
3). Portfolio Growth
Drive portfolio expansion by identifying and initiating commercial opportunities, such as adding services, territories, or headcounts to existing client accounts.
Upsell additional services, including Learning & Development offerings, to enhance value for clients.
Manage projects, including health and HR fairs, where the Employee Assistance Program (EAP) or other wellbeing aspects may need representation
4). Administration and Account Management
Ensure accurate and up-to-date maintenance of client information in company systems.
Collaborate with the Finance team to facilitate timely invoicing and assist in managing outstanding accounts.
Support account management tasks, including preparing quotations, invoices, and tracking client communications
5). General Support and Team Collaboration
Participate in projects as needed, such as report writing, consulting, and responding to client inquiries.
Work closely with the business development team to support contract negotiations, renewals, and other sales initiatives.
Rotate responsibilities on the toll-free customer support line, ensuring prompt and effective client assistance. (Applicable to Clinical Psychologist/Counsellors)
Provide support to the inquiry team as needed
Requirements and Qualifications
Bachelor’s degree in Business Administration, Human Resources, Psychology, Mass
Communication, Health Sciences or a related field
A Master’s degree in Clinical Psychology or Counseling is highly advantageous
Languages: Fluency in English, Bahasa Malaysia, and Mandarin is preferred
Minimum 1 year of experience in customer success, account management, or a related client-facing role. Experience with 2 years will be given preference
Strong interpersonal and communication skills, with a focus on relationship management
Ability to manage multiple accounts simultaneously, with strong organizational and prioritization skills
Experience in data reporting, risk management, and project coordination
Demonstrated ability to identify growth opportunities within existing client portfolios
This list of responsibilities is not exhaustive; additional account management tasks may be assigned as needed
About the Role
The Customer Success Executive primary role is to manage customer accounts within Malaysia. They will manage a portfolio of Employee Assistance Programs (EAP) and Wellbeing Services for corporate clients within Malaysia. This role emphasizes client retention, customer experience, risk management, portfolio growth, and account administration.
Location: Onsite, to be based in Malaysia
Hours: The role is a permanent five (5) day a week role; 11am to 7pm MYT
With with 1 Saturday a month; 10:30am to 6:30pm MYT
Flexibility: The successful candidate must be flexible to work outside of standard hours to accommodate the global nature of the business and collaborate effectively with international teams across multiple time zones.
Key Responsibilities
1). Client Retention and Business Development
Manage a portfolio of Malaysia-based corporate clients, overseeing program launches, ongoing program management, and relationship building to ensure excellent customer service and a seamless customer experience
Serve as the primary point of contact for clients, coordinating with internal teams and global providers to deliver high-quality services
Utilize data to measure and demonstrate the impact and value of programs, preparing and delivering insightful client reports
2). Risk Management
Proactively identify and mitigate client-related risks, implementing strategic interventions to maintain service quality and client satisfaction
Maintain up-to-date client information and records on relevant systems.
Handle any crisis management situations, ensuring effective communication and timely response to clients and relevant stakeholders.
3). Portfolio Growth
Drive portfolio expansion by identifying and initiating commercial opportunities, such as adding services, territories, or headcounts to existing client accounts.
Upsell additional services, including Learning & Development offerings, to enhance value for clients.
Manage projects, including health and HR fairs, where the Employee Assistance Program (EAP) or other wellbeing aspects may need representation
4). Administration and Account Management
Ensure accurate and up-to-date maintenance of client information in company systems.
Collaborate with the Finance team to facilitate timely invoicing and assist in managing outstanding accounts.
Support account management tasks, including preparing quotations, invoices, and tracking client communications
5). General Support and Team Collaboration
Participate in projects as needed, such as report writing, consulting, and responding to client inquiries.
Work closely with the business development team to support contract negotiations, renewals, and other sales initiatives.
Rotate responsibilities on the toll-free customer support line, ensuring prompt and effective client assistance. (Applicable to Clinical Psychologist/Counsellors)
Provide support to the inquiry team as needed
Requirements and Qualifications
Bachelor’s degree in Business Administration, Human Resources, Psychology, Mass
Communication, Health Sciences or a related field
A Master’s degree in Clinical Psychology or Counseling is highly advantageous
Languages: Fluency in English, Bahasa Malaysia, and Mandarin is preferred
Minimum 1 year of experience in customer success, account management, or a related client-facing role. Experience with 2 years will be given preference
Strong interpersonal and communication skills, with a focus on relationship management
Ability to manage multiple accounts simultaneously, with strong organizational and prioritization skills
Experience in data reporting, risk management, and project coordination
Demonstrated ability to identify growth opportunities within existing client portfolios
This list of responsibilities is not exhaustive; additional account management tasks may be assigned as needed
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