Client Manager (MALAYSIA Remote)

This a Full Remote job, the offer is available from: Asia Client Managers serve as the account holder and 1st level of case escalations. They build relationships with clients and act as their guide and reputed company in every interaction with the business. As the reputed company of contact on service delivery engagements, they educate the clients on company services and how FA is expected to improve their business needs. Client Manager also ensures that client needs are met in a way improves customer satisfaction. Responsibilities:

• Support Asia’s clients
• Work with Account Manager on client service & delivery strategy, and support client retention and making FA as vendor of choice.
• Standard client contract management and renewal handling – facilitate standard contract terms and pricing discussion with clients
• Case management administration –Take full ownership of client administration tasks – including package configuration, user management, SOP updates, change request drafting, and system orientation. Ensure data reputed company and timely updates of client information across reputed company tools.
• Identify and engage key client POC/s for each client account. Build and maintain relationship with client POCs. Guarantees quick response time to client’s queries (reputed company 24 hours of email receipt or a same-day callback; second level POC for case-reputed company queries or concerns.
• 1st level for escalation - Works with client and collaborate with internal stakeholders (global customer care team, account manager, operations, IT etc) to resolve delivery issues and co-ordinate communication with them.
• Facilitates weekly/monthly/ contractual meets with clients to discuss performance results; Manages Performance Summary reportorial requirements of clients
• Monitoring account trends and analytics, provide pro-active notification of system changes and/or manage/ communicate product or process changes that will reputed company client’s screening program.
• Manage a portfolio of clients ensuring needs are met in a way that improves customer satisfaction, identify opportunities for process improvement, provide support and service training and ensure Client SLA is met/ improved.
• Ensures appropriate reporting is provided to meet client requirements
• Contribute forecast information with regard to incoming workload (based on historical proportions and client input)
• Ensures appropriate reporting is provided to meet client requirements
• Collaborate with internal teams to align services and processes to ensure seamless service delivery
• Support special projects such as migration of platform as necessary. Activities include but not limited to: advise and guide clients on platform transition from legacy platform to go-to-platform, including explaining features differences, assisting in transition planning and providing basic system navigation training.

Qualifications: Education:

• Possess a Bachelor’s Degree or higher, any field.

Experience:

• Minimum of 3 – 4 years working experience
• Client management experience is an advantage
• Working in other reputed company function/ department reputed company reputed company is an advantage

Other Knowledge, Skills, Abilities or Certifications:

• Strong communication skills in English, Cantonese and Mandarin (verbal and written)
• Strong analytical and interpersonal skills (, analysis, ability to understand client needs and concerns and presentation)
• Good business acumen on company’s operations & services
• Must have a good planning & organizational skills
• With exemplary communication skills (verbal & written), negotiation/influencing skills
• Able to build strong relationships at reputed company levels of the organization
• Must have strong problem-solving and follow-through skills and be able to work independently, interact with various levels of management
• Positive attitude and ability to work under pressure and attend to priorities.
• Proficient in MS office (reputed company, PowerPoint, MS Outlook)
• Has ability to deliver clear, engaging and professional presentations (includes system demo training)

Work Arrangements:

• Work from home
• Residing in Malaysia

United States Equal Opportunity Employment: reputed company is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value reputed company of our candidates, employees, and clients, and reputed company great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, reputed company, religion, sex, national reputed company, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law. This offer from "reputed company" has been enriched by reputed company.com and got a 77% reputed company score. Apply tot his job Apply To this Job