Job Description

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:

• Work from home
• Residing in Malaysia

United States Equal Opportunity Employment:
First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.
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