Hire, lead, mentor and develop a team of high-performing client managers supporting clients in multiple markets in Asia.
Ensure the team is always well equipped with knowledge, tools and resources to support client programs effectively.
Drive teams proactive client engagement to improve clients onboarding speed, client reporting and service delivery with the aim to encourage high usage of screening services,
Establish success metrics, KPIs and reporting to measure teams performance and client satisfaction outcomes.
Foster culture of excellence, commercial and result-focused, team work, collaboration and client-centricity.

Build and maintain relationship with key clients
Lead initiative to continuously improve clients onboarding speed, client reporting and service delivery
Serve as a strategic trusted commercial partner to Customer Success and Sales to support the overall client engagement strategy and achieve revenue goals. Participate in high-value client business reviews, presenting program SLA performance and recommendation for continuous improvement.
Act as next-level escalation POC for the team, managing escalations and work with clients and ensuring timely resolution of client issues
Strategic partner to Global Customer Care, Customer Success, New Sales, Operations, Onboarding and Product to support commercial goals (Renewal, Upsell opportunities, account alignment, process improvement, client system migration, any other strategic or special initiative as required to drive business outcomes)

High level update to clients on process initiatives/SLA Management provided by client managers
High level action planning with client feedback
Data-driven decision maker with strong analytical skills to identify trends and surface risk/opportunity

Bachelors degree required; MBA or equivalent is a plus.
10+ years of experience in Customer Success, Account Management, or Client Services, with at least 5+ years in a leadership role managing regional or global teams of B2B client-engagement team.
Strong track record in managing enterprise B2B client relationships, preferably within HRTech, SaaS, or professional services industries.
Deep understanding of HR, talent acquisition, and compliance-driven environments.
Proven ability to influence senior C-suite stakeholders and drive business resolution outcomes.
Exceptional leadership, communication, and stakeholder management skills.
Experience working in a global MNC and navigating complex, matrixed organizations.
Experience managing team working in home based environment effectively

Other Knowledge, Skills, Abilities or Certifications:

Resource planning, prioritizing & goal setting
Strong problem solving and follow through skills
Relationship & resource management skills
Strong analytical and presentation skills (adept in data mining, analysis and presentation)
Good business acumen on companys operations & services
Collaborative spirit - A strong ability to work effectively with various internal departments to achieve client success
Proficient in MS Office, CRM system like Salesforce
Fluency in Cantonese is a plus

All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.

Alternatively, you may wish to email your resume in a detailed Word format to debbie@peopleprofilers.com

We regret that only shortlisted candidates will be notified

People Profilers Pte Ltd, 20 Cecil Street, #08-09 PLUS Building, Singapore 049705

Tel: 6950 9748

Originally posted on Himalayas

Associate Director, Client Management (Remote Position, US MNC)

Job Description