Client Services Manager: Due Diligence (Penang)

Location: Penang, Malaysia

Department: Operations

Job Summary

We are seeking a driven and results focused Client Services Manager to join our Client Services Team. The Client Services Manager is responsible for supporting and developing long-term relationships with a portfolio of clients, connecting with key business executives and stakeholders, and assisting with the management of cases internally. This individual is the liaise between clients and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to clients’ needs. The successful candidate will have exceptional communication, computer, and problem-solving skills

Role and Responsibilities

• Primary point of contact for portfolio of clients and focus on building long term relationships with client base.
• Manage contract renewals and cross-selling / upselling due diligence products and services across portfolio of clients.
• Drive revenue and sales opportunities in existing and new accounts.
• Develop a trusted advisor relationship with key accounts, client stakeholders and executive sponsors.
• Ensure timely and successful delivery of our products according to client needs and objectives.
• Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.
• Responsible for working with the Business Development team to onboard and integrate new clients and developing existing client relationships.
• Manage the case management and case intake from assigned client accounts. Oversee the delivery of our products to ensure reports are delivered within agreed timeframes, providing superior client experience.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Monitor and analyze client’s usage of products.
• Liaise between the client and internal teams and disseminate client’s feedback and activity internally in a timely manner.
• Channel and relay client feedback internally and escalate issues to the CEO and Head of Operations as and when appropriate.
• Collaborate with internal parties across all business functions, especially in driving rapid resolution on client support issues and building improvements to prevent future escalations and ensure client satisfaction.
• Remain knowledgeable of market and industry trends, competitors, and all aspects of TSG’s market.
• Be the face and voice of Client Success both internally and externally; carry the banner of excellence and owning client success, including communications such as internal executive presentations and briefings.

Qualifications, Skills & Education Requirements

• University degree in business or related field, preferred with at least 3-5 years’ experience in a client facing role, preferably in compliance / professional business solutions environment.
• Experience in delivering client focused solutions based on client needs.
• Ability to plan and prioritize work activities: using time efficiently, identifying and planning for additional resources/information that may be needed for client service and support.
• Highly developed communication skills and ability to build stable relationships with internal / external stakeholders.
• Ability to prioritize among competing tasks.
• Technical Skills – Ability to understand client requirements and issues; becomes and remains proficient in all programs and systems necessary to effectively execute excellent client service.
• Manages difficult and/ or challenging client situations; responds promptly to client needs; solicits client feedback to improve service; responds to requests for service assistance; meets commitments; puts clients first – through behaviors, decisions and choices made in client’s best interest.
• Excellent written and oral communication in English. Knowledge of an additional language will be an advantage.
• Can-do attitude and problem-solving skills.
• Ability to demonstrate proficiency in a wide range of tools including MS Office Suite, CRM software and SharePoint.

Please submit your CV or Resume in English. This is a remote WFH position.