Associate Director Client Management (HRTech)

TL;DR

Associate Director Client Management (HRTech): Building and leading a regional team of client managers supporting enterprise background screening clients across Asia with an accent on client satisfaction, retention, service adoption, and process improvements. Focus on managing escalations, driving revenue goals through strategic partnerships, and ensuring SLA performance via data-driven decisions and high-value business reviews.

Location: Remote from Malaysia (day shift)

Company

Global leader in background screening with a dynamic international culture focused on innovation and integrity.

What you will do

• Hire, mentor, and develop a high-performing team of client managers across Asian markets, equipping them with tools and resources for effective client support.
• Drive proactive client engagement to accelerate onboarding, improve reporting, service delivery, and usage of screening services.
• Build and maintain key client relationships, lead initiatives for continuous improvement, and participate in business reviews presenting SLA performance.
• Act as escalation point for client issues, ensuring timely resolutions and collaborating with internal teams on strategic initiatives like renewals and upsells.
• Establish KPIs, metrics, and reporting for team performance and client satisfaction; foster a culture of excellence, collaboration, and client-centricity.
• Provide high-level updates on process initiatives and SLA management, using analytical skills to identify trends, risks, and opportunities.

Requirements

• Bachelor’s degree required; 10+ years in Customer Success, Account Management, or Client Services, with 5+ years leading regional/global B2B teams.
• Track record managing enterprise B2B relationships, preferably in HRTech, SaaS, or professional services; deep understanding of HR, talent acquisition, and compliance.
• Proven ability to influence C-suite stakeholders; exceptional leadership, communication, and stakeholder management skills.
• Experience in global MNCs, matrixed organizations, and managing home-based teams; proficient in MS Office and CRM like Salesforce.
• Remote work from Malaysia with day shift; resource planning, problem-solving, analytical, and presentation skills.

Nice to have

• MBA or equivalent.
• Fluency in Cantonese.

Culture & Benefits

• Remote-first approach for work-life harmony and flexibility without compromising productivity.
• Dynamic international culture emphasizing innovation, integrity, and high performance.
• Lead a competitive regional team of customer success professionals.