Client Success Manager (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 Manager
What you will do:
- Build strong rapport with key client stakeholders and 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.
- Demonstrate expert understanding of ThoughtFull’s products, services, and engagement initiatives (including clear demonstration sessions).
- 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.
- Minimum experience of 3 years in client success, account management, change management or strategic Human Resources in a medium to large organisation (matrix, Software as a Service (SaaS) or management consulting organisation is an added advantage) where you have demonstrated the ability to manage multiple projects/portfolios with either high recognised revenue or large/diverse set of stakeholders.
- 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.
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.
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Join ThoughtFull as a Client Success Manager and be a part of our mission to revolutionize mental health care! At ThoughtFull, we are a forward-thinking digital mental health company backed by Temasek that provides a seamless end-to-end mental healthcare experience for all. In this role, you'll take charge of the client lifecycle—from onboarding and launching to nurturing relationships and spearheading engagement initiatives. Your responsibilities will include enhancing client satisfaction by boosting adoption and retention, analyzing client data, and identifying upselling opportunities. We are looking for someone with at least three years of experience in client success, account management, or strategic HR, who can manage multiple projects while maintaining strong communication with diverse stakeholders, from rank-and-file to C-suite. You’ll also need keen business acumen and the ability to derive insights from data to drive success metrics. You'll be involved in developing activation programs and will collaborate with internal teams to create meaningful impacts based on client needs. If you are proactive, resourceful, and thrive in fast-paced environments, then we want to hear from you! ThoughtFull is all about making mental health a priority, and as a Client Success Manager, you'll play a key role in helping us achieve that audacious dream. If you're committed to making a difference and ready to do your best work, come and join us in changing the conversation around mental health!
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