First Advantage
Client Manager - Malaysia-based
36
eNPS Score
- Job Info
- Why First Advantage
Client Managers serve as the account holder and 1st level of case escalations. They build relationships with clients and act as their guide and advocate in every interaction with the business. As the point of contact on service delivery engagements, they educate the clients on company services and how FA is expected to improve their business needs. Client Manager also ensures that client needs are met in a way improves customer satisfaction.
Responsibilities:
• Support Asia’s clients
• Work with Account Manager on client service & delivery strategy, and support client retention and making FA as vendor of choice.
• Standard client contract management and renewal handling – facilitate standard contract terms and pricing discussion with clients
• Case management administration –Take full ownership of client administration tasks – including package configuration, user management, SOP updates, change request drafting, and system orientation. Ensure data integrity and timely updates of client information across all tools.
• Identify and engage key client POC/s for each client account. Build and maintain relationship with client POCs. Guarantees quick response time to client’s queries (within 24 hours of email receipt or a same-day callback; second level POC for case-related queries or concerns.
• 1st level for escalation - Works with client and collaborate with internal stakeholders (global customer care team, account manager, operations, IT etc) to resolve delivery issues and co-ordinate communication with them.
• Facilitates weekly/monthly/ contractual meets with clients to discuss performance results; Manages Performance Summary reportorial requirements of clients
• Monitoring account trends and analytics, provide pro-active notification of system changes and/or manage/ communicate product or process changes that will affect client’s screening program.
• Manage a portfolio of clients ensuring needs are met in a way that improves customer satisfaction, identify opportunities for process improvement, provide support and service training and ensure Client SLA is met/ improved.
• Ensures appropriate reporting is provided to meet client requirements
• Contribute forecast information with regard to incoming workload (based on historical proportions and client input)
• Ensures appropriate reporting is provided to meet client requirements
• Collaborate with internal teams to align services and processes to ensure seamless service delivery
• Support special projects such as migration of platform as necessary. Activities include but not limited to: advise and guide clients on platform transition from legacy platform to go-to-platform, including explaining features differences, assisting in transition planning and providing basic system navigation training.
Qualifications:
Education:
• Possess a Bachelor’s Degree or higher, any field.
Experience:
• Minimum of 3 – 4 years working experience
• Client management experience is an advantage
• Working in other related function/ department within First Advantage is an advantage
Other Knowledge, Skills, Abilities or Certifications:
• Strong communication skills in English, Cantonese and Mandarin (verbal and written)
• Strong analytical and interpersonal skills (, analysis, ability to understand client needs and concerns and presentation)
• Good business acumen on company’s operations & services
• Must have a good planning & organizational skills
• With exemplary communication skills (verbal & written), negotiation/influencing skills
• Able to build strong relationships at all levels of the organization
• Must have strong problem-solving and follow-through skills and be able to work independently, interact with various levels of management
• Positive attitude and ability to work under pressure and attend to priorities.
• Proficient in MS office (Excel, PowerPoint, MS Outlook)
• Has ability to deliver clear, engaging and professional presentations (includes system demo training)
Work Arrangements:
Responsibilities:
• Support Asia’s clients
• Work with Account Manager on client service & delivery strategy, and support client retention and making FA as vendor of choice.
• Standard client contract management and renewal handling – facilitate standard contract terms and pricing discussion with clients
• Case management administration –Take full ownership of client administration tasks – including package configuration, user management, SOP updates, change request drafting, and system orientation. Ensure data integrity and timely updates of client information across all tools.
• Identify and engage key client POC/s for each client account. Build and maintain relationship with client POCs. Guarantees quick response time to client’s queries (within 24 hours of email receipt or a same-day callback; second level POC for case-related queries or concerns.
• 1st level for escalation - Works with client and collaborate with internal stakeholders (global customer care team, account manager, operations, IT etc) to resolve delivery issues and co-ordinate communication with them.
• Facilitates weekly/monthly/ contractual meets with clients to discuss performance results; Manages Performance Summary reportorial requirements of clients
• Monitoring account trends and analytics, provide pro-active notification of system changes and/or manage/ communicate product or process changes that will affect client’s screening program.
• Manage a portfolio of clients ensuring needs are met in a way that improves customer satisfaction, identify opportunities for process improvement, provide support and service training and ensure Client SLA is met/ improved.
• Ensures appropriate reporting is provided to meet client requirements
• Contribute forecast information with regard to incoming workload (based on historical proportions and client input)
• Ensures appropriate reporting is provided to meet client requirements
• Collaborate with internal teams to align services and processes to ensure seamless service delivery
• Support special projects such as migration of platform as necessary. Activities include but not limited to: advise and guide clients on platform transition from legacy platform to go-to-platform, including explaining features differences, assisting in transition planning and providing basic system navigation training.
Qualifications:
Education:
• Possess a Bachelor’s Degree or higher, any field.
Experience:
• Minimum of 3 – 4 years working experience
• Client management experience is an advantage
• Working in other related function/ department within First Advantage is an advantage
Other Knowledge, Skills, Abilities or Certifications:
• Strong communication skills in English, Cantonese and Mandarin (verbal and written)
• Strong analytical and interpersonal skills (, analysis, ability to understand client needs and concerns and presentation)
• Good business acumen on company’s operations & services
• Must have a good planning & organizational skills
• With exemplary communication skills (verbal & written), negotiation/influencing skills
• Able to build strong relationships at all levels of the organization
• Must have strong problem-solving and follow-through skills and be able to work independently, interact with various levels of management
• Positive attitude and ability to work under pressure and attend to priorities.
• Proficient in MS office (Excel, PowerPoint, MS Outlook)
• Has ability to deliver clear, engaging and professional presentations (includes system demo training)
Work Arrangements:
- Work from home
- Residing in Malaysia
Working at First Advantage
Overall Culture Score
4.6/5
CEO Score
Top
5%
Scott Staples
Top 5% of Similar Sized Companies on Comparably
Awards
Reviews from current employees
Our leadership team is focused on making First Advantage the best place to work at.
The transparency and openness was refreshing
The open communication, positive intent and drive to continue to grow together.
Videos
Diversity at First Advantage
Top
25%
Gender Score
As rated by current employees on Comparably
Diversity Score
As rated by current employees on Comparably
Perks and Benefits
- Health & Wellness
- Dental Insurance
- Vision Insurance
- Health Insurance
- Life Insurance
- Paid Time Off
- PTO / Vacation Policy
- Paid Holidays
- Financial Benefits
- 401K / Retirement Plan
- Employee Stock Purchase Plan
- Tuition Reimbursement
- Office Perks
- Work From Home Policy
eNPS
| 53% | Promoters |
|---|---|
| 30% | Passive |
| 17% | Detractors |
First Advantage's Employee Net Promoter Score (eNPS) is 36, as rated by 884 employees. This means 53% of First Advantage employees would encourage their friends to become coworkers today.
3 Cool Reasons to Work at First Advantage
- First Advantage is undergoing a technology transformation and is in a time of significant growth.
- The company is backed by Silver Lake Partners, the global leader in technology investing.
- It's a truly global organization with customers and teams members around the world.