Client Success Executive

Our client is a corporate training provider with over 25 years of experience in Human Capital Management and Learning & Development. They specialize in designing and delivering customized training programmes for business leadership, team development, and workplace culture transformation. The company serves 100+ organizations across Malaysia and globally as 'Architects of Workplace Learning.' Culture: Learning-focused, collaborative partnership approach. Values include intentional development at all organizational levels, authenticity, positivity, proactive engagement, and challenging conversations centered on business objectives.

1. Manage Client Accounts & Relationships

• Take ownership of assigned client accounts following the completion of programmes and projects.

• Act as the main contact for ongoing client communication and account-related matters.

• Develop trusted, long-term partnerships by maintaining regular and meaningful engagement with clients.

• Stay informed of clients’ changing business priorities, workforce needs, and learning and development requirements.

• Handle enquiries, concerns, and service issues efficiently while maintaining a professional client experience.

• Build strong client engagement throughout the entire post-programme relationship.

2. Drive Client Engagement & Retention

• Follow up with clients after programme delivery to assess satisfaction and overall experience.

• Arrange post-programme discussions or review sessions where appropriate.

• Collect and analyse client feedback to identify service gaps and improvement opportunities.

• Develop approaches that strengthen client loyalty and support continued engagement.

• Maintain consistent contact with key stakeholders and decision-makers within assigned accounts.

• Identify potential risks to client retention and take appropriate action to address them.

3. Develop Existing Accounts

• Review existing client accounts to uncover opportunities for additional training, coaching, and learning solutions.

• Understand client requirements and recommend relevant programmes or services based on their needs.

• Partner with the Business Development team when introducing additional solutions to existing clients.

• Assist with account renewals, proposals, quotations, and related follow-up activities.

• Contribute to cross-selling and upselling initiatives within the existing client portfolio.

4. Support Post-Programme Activities

• Follow through on outstanding deliverables and commitments after a programme has concluded.

• Monitor agreed action plans, coaching follow-ups, impact assessments, and other post-training activities.

• Coordinate with trainers and consultants to communicate client feedback and discuss potential follow-up recommendations.

• Ensure agreed next steps are properly tracked and completed.

• Keep client-related documents, programme information, and engagement records accurate and current.

5. Account Tracking & Reporting

• Keep CRM records updated with relevant client information, communication history, and account activities.

• Monitor key account indicators such as client satisfaction, retention, renewals, and repeat engagements.

• Prepare periodic reports covering client activity, account status, and client success updates.

• Track upcoming programme dates, contract expiry, renewal requirements, and other important account milestones.

• Maintain organised documentation to support effective account management.

6. Work Across Internal Teams

• Collaborate with Business Development, Training & Consulting, Finance, and Operations teams to deliver a seamless client experience.

• Share client feedback, trends, and insights with relevant teams to support service and programme enhancements.

• Work with internal stakeholders to develop solutions that address recurring or emerging client requirements.

• Escalate significant client concerns when necessary and coordinate with the relevant teams to ensure timely resolution.

• Support other client-related initiatives and assignments as required.

Education & Experience

• Bachelor’s Degree in Business Administration, Human Resource Management, Marketing, Communications, Psychology, Learning & Development, or a related discipline.

• At least 2–3 years of experience in client success, account management, customer relationship management, customer service, or a similar client-facing function.

• Experience managing business accounts or working with corporate clients will be an added advantage.

Skills & Competencies

• Strong interpersonal and relationship management skills, with the ability to establish rapport with clients at different levels.

• Excellent verbal and written communication skills with a professional approach to client interactions.

• Customer-focused with a genuine interest in understanding client needs and supporting their success.

• Strong organisational skills with the ability to manage multiple accounts, priorities, and follow-up activities.

• Effective coordination and stakeholder management capabilities.

• Commercial awareness and the ability to recognise opportunities for account expansion and repeat business.

• Good analytical thinking, problem-solving, and decision-making skills.

• Proactive, self-driven, responsible, and attentive to detail.

• Comfortable working independently while collaborating effectively with cross-functional teams.

• Proficient in Microsoft Office applications and CRM platforms.

Language Requirements

• Strong command of written and spoken English.

• Strong command of written and spoken Bahasa Malaysia.

• Mandarin language skills would be an advantage.