Our client is a digital asset focus financial technology company, very established in Asia. They possess state-of-the art infrastructure that enables options for payments, asset management and access to products that can help enhance financial inclusion.They are currently seeking a high calibre professional to join our team at KLCC as the Client Success Lead.Responsibilities:
Take the led in driving the Client Experience Model to recover service issues, build NPS x complaint insights and actions with scale, speed and depth.
Need to mobilize prioritized client journeys' enhancements to pre-empt complaint and deepen ownership with stakeholders & journey owners (sales & compliance) to drive excellent client experience across businesses
To drive strategic initiatives and CX projects that align with the long-term vision of business and client growth priorities.
Develop and lead a team of high performing CSMs and admins that embrace a culture of FD; excellence, partnership, innovation, and change.
Bring thought leadership by representing company at industry events and bring back best practices to shape the organization.
Build key client relationships to understand the unique needs and industry trends in the crypto and fintech community.
Need to collaborate with different teams to develop and execute retention and growth strategies to achieve ambitious growth goalsRequirements:
Minimum 5+ years of leadership experience, knowledge of APAC region Fintech and Crypto environment and possess track record of creating a culture of operational excellence and consistency, performance excellence, and delivering against growth goals.
Seasoned mentor and coach equipped to develop managers and identify talent.
Proven ability to deliver results through development of key sales and revenue metrics
Highly strategic and able to prioritize aligning functional priorities to the company's commercial objectives.
Solid knowledge of client success, fintech and crypto markets, and wealth management workflows to shape retention strategies.
High level of commercial acumen and an understanding of FinTech GTM tactics a benefit.
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Your application will include the following questions: Which of the following statements best describes your right to work in Malaysia? How many years' experience do you have as a Client Services Role? What's your expected monthly basic salary? How many years' experience do you have as a client services manager? How many years' experience do you have as a manager / team lead? Do you have experience in a role which requires relationship management experience?
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