Customer Success Executive

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