Customer Success Analyst (Account Management)

TL;DR

Customer Success Analyst (Account Management): Managing client relationships and service delivery for the Asia region with an accent on case management, contract renewals, and client advocacy. Focus on resolving complex delivery issues through internal collaboration and ensuring SLA compliance across a diverse client portfolio.

Location: Remote (Must be residing in Malaysia)

Company

A global leader in removing barriers and providing background screening and workforce solutions.

What you will do

• Serve as the primary point of contact and advocate for clients in Asia, ensuring high satisfaction and retention.
• Handle standard client contract management and facilitate pricing and renewal discussions.
• Take full ownership of case management, including package configuration, user management, and SOP updates.
• Collaborate with internal stakeholders (Global Customer Care, IT, Operations) to resolve delivery issues and escalations.
• Monitor account trends and analytics to provide proactive notifications regarding system or process changes.
• Guide clients through platform migrations, providing transition planning and system navigation training.

Requirements

• Bachelor’s Degree or higher in any field.
• 3–4 years of professional working experience.
• Strong communication skills in English, Cantonese, and Mandarin (verbal and written).
• Must be residing in Malaysia.
• Proficiency in MS Office (Excel, PowerPoint, Outlook).
• Strong analytical and problem-solving skills with the ability to work independently.