Client Success Associate
Kuala Lumpur, Malaysia
Tech & Helpdesk Support
Full Time
The Employer

This company purpose-led digital mental health company in Asia that leverages technology, behavioural science, and evidence-based frameworks to provide affordable and accessible mental wellness solutions to corporate and educational organisations as well as consumers.

This company does this through a subscription-based mobile chat app that connects users to their personal certified mental health professional for daily bite-sized coaching. Through unlimited texting anytime, anywhere, Users are empowered to be their healthiest selves and Professionals are digitally-enabled to build a practice on-the-go; and Education that a consulting arm that works with organisations to analyse and implement mental health programs.

Perks & Benefits
  • Unlimited Healthcare Insurance
  • Hospitalization (Individual) upto RM40K
  • EPF SOCSO
  • Remote Working 5 Days/Week
  • Annual Leaves 15 Days
  • Medical Leaves 14 Days
  • Other Benefits (open for discussion)
Mission and goals

To provide sustainable mental health platform for all

Culture
  • Encourages Commitment and Communication.
  • Work-Life Balance
  • Offer Development Opportunities
  • Recognition for Hard Work and Success
  • Strong Team Spirit
  • Give and Receive Feedback
Responsibility

What you will be driving:

• Renewal/ retention rate of clients

• Net Promoter Score for The Company

• Minimum engagement value

• Increment of contract size


What you will do:

● Own and cultivate meaningful and deep relationships with key client stakeholders.

● Partner with clients to define desired organisational outcomes and develop a joint success plan, focusing on maximising value realisation of The Company’s offerings.

● Support clients in achieving onboarding and activation milestones and in driving product engagement.

● Establish ongoing cadence for account meetings with the client, and orchestrate internal resources to progress towards achieving key milestones.

● Grow relationship with customer from client to advocate, and support internal advocacy efforts on behalf of The Company.

● Develop deep empathy for The Company customers and their end-to-end user journey with our products and services.

● Develop a deep understanding of client needs, requirements and macro market trends.

● Proactively monitor client data and insights to iterate and optimise client experience, identify expansion opportunities and mitigate renewal risk.

● Drive improvements in internal workflows and resources to elevate the quality and efficiency of the Client Success team

● Manage incident and account escalations, engaging and aligning appropriate resources to drive toward resolution.

● Collaborate cross-functionally across The Company’s Business Development, Operations and Clinical Team to drive outcomes and redefine our Client Success model.

Skillset Requirements

● Minimum of 2-3 years of experience in customer success, sales, business development, or consulting

● Ability to build relationships and trust with different client stakeholders

● Self-driven, motivated and entrepreneurial; ability to own outcomes and make things happen

● People-centric, driven by a desire to make a significant positive impact

● An ‘Innovative rain-maker’, you have the ability to proactively identify improvement areas as well as create and drive innovative solutions

● Excellent written and verbal communication skills; can communicate clearly and effectively

● Data-driven and utilise qualitative and quantitative analysis of data and analytical insights to drive decision making