Client Success Lead (MY)

About ThoughtFull:

ThoughtFull is a Temasek-backed digital mental health company that provides seamless end-to-end mental healthcare for all through insurers and employee benefits. Through our app, ThoughtFullChat (“TFC”), individuals are empowered to proactively engage with their mental wellbeing to better themselves regardless of where their starting point is – from self-driven learning, to our proprietary one-on-one daily bite-sized coaching with mental health professionals on text, video, or in-person – we run the gamut and meet our users where they are most comfortable. After all, healthy employees make for more engaging and productive work environments.

Our vision is to make mental health a priority for everyone, every day. It’s an audacious dream, but with the right people who are courageous enough to Dream Audaciously, Do ThoughtFully, we believe that this dream can be our future reality. If you are committed to doing the best work of your lives to be the change that you want to see in this world, join us!

Job Description of Client Success Lead

The outcomes you will drive:  

• People

• As a team lead, you will be accountable for driving team performance and achieving set goals. 

• Balance hands-on work where you are directly responsible for outcomes vs. people management responsibilities where you will help guide, delegate, and empower team members to drive projects that have cross-functional as well as client impact.

• Build and manage a high-performance team that delivers quality servicing and care to the clients we serve.  

• Process  

• Able to create new and/or enhance existing process flows that help optimize and drive outcomes at scale.  

• Proactively seeks to implement better ways of working that will promote efficiency and efficacy of time spent working.  

• Product.  

• Fast learner and able to demonstrate strong product knowledge in order to serve our clients better.  

• Participate proactively to drive product improvements and delivery.  

• Develop and deliver activation programs and/or engagement and communications plans at scale (including collaboration with internal teams) to drive education, increase engagement levels and create meaningful quantified impact based on client’s needs. 

• Performance

• Understand, analyze, synthesize micro-level data and insights to make data-driven decisions that can drive the growth and retention of the client book. 

• Demonstrate solid account management skills: build rapport with key client stakeholders and able to own the entire client lifecycle from successful onboarding, launch to ongoing relationship and/or engagement initiatives management, quarterly business reviews and driving business growth through renewals by increasing an account’s annual recurring revenue and in parallel, reduce risk of churn. 

• Enhance client satisfaction and trust by boosting adoption, retention, and engagement through proactive monitoring and analysis of client data, providing valuable recommendations, and identifying opportunities for upselling and cross-selling.

About You:

• Relevant work experience of 8-12 years in client success, account management, change management or strategic Human Resources where you have demonstrated the ability to manage multiple projects/portfolios with either high recognised revenue or large/diverse set of stakeholders. Team lead experience ideal.

• At least 2 years experience working in or with insurers, brokers, and/or healthcare payors.  

• Displays a strong professional conduct, excellent stakeholder management (from rank-and-file to C-suite) and written and verbal communication skills tailored to fit audience.  

• Strong business acumen and detail-oriented with excellent time management skills, i.e., the ability to plan, prioritise, and deliver several initiatives at any given time.  

• Ability to utilise quantitative and qualitative data analysis to derive insights and drive key success metrics such as client engagement and utilisation.  

• Proactive, a fast learner, resourceful with a high regard for discipline and commitment to your work.  

• Continuously thinks of ways to make processes and your (and the team’s) work more efficient and leaner while achieving impact with clients.   

• Comfortable working, navigating and taking ownership in an environment of rapid growth, change and states of flux, and ambiguity.  

• Experience or exposure working with HR professionals (e.g. Talent Management, Benefits & Compensation, Employee Engagement and Culture) is an added advantage.  

• Background in Finance/Banking, Insurance, Broker, Industrial and Organisational Psychology added advantage.
• Note: Please note that this role is open to candidates who are currently based locally. Unfortunately, we’re not able to offer visa sponsorship at this time.

Basic Salary Range: MYR9,000 - MYR14,000

Thoughtfull is an equal opportunity employer. We provide equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need, please inform us for accommodation.