Verity Intelligence Hiring! Full Time Key Account & Customer Success Lead in Selangor, Earn up to MYR 4,000 - Ricebowl

• Min 3 Years of experience in BPO, Data & Compliance, IT Service Delivery, Account Management, Customer Success

The Role is like a Key Account & Customer Success Lead is responsible for managing assigned key client accounts while ensuring smooth and timely service delivery.

This role acts as the key link between our clients and internal team, ensuring client requests are handled professionally, expectations are managed clearly, and verification reports are delivered accurately and within the agreed turnaround time.

The role also leads a team of 4–5 Verification Executives by monitoring their workload, performance and quality of work, providing coaching and ensuring the team consistently meets its KPIs.

We are looking for someone who is passionate about managing client relationships, comfortable working with data and KPIs, pleasant and professional in communication, and confident in leading a small team.

Key Responsibilities

1. Key Account & Client Management

• Manage and maintain good working relationships with assigned key clients.

• Act as the main point of contact for client enquiries, requests, feedback and follow-ups.

• Respond to client communications through email, calls, WhatsApp and other agreed channels within the required SLA.

• Understand client requirements and ensure their expectations are clearly communicated to the internal team.

• Provide timely updates to clients on case progress, pending matters and expected completion timelines.

• Build trust with clients through consistent, professional and reliable communication.

• Proactively follow up on potential issues before they become client complaints or escalations.

• Maintain proper records of important client communications, requirements and follow-up actions.

2. Customer Success & Client Experience

• Ensure clients receive a positive and consistent service experience.

• Understand recurring client concerns and identify opportunities to improve the overall service experience.

• Handle client complaints and escalations calmly, professionally and with a solution-oriented approach.

• Investigate the root cause of service issues and coordinate with the relevant internal teams on corrective actions.

• Follow up with clients after issues are resolved to ensure proper closure.

• Ensure client-specific SOPs, requirements and process changes are properly understood and implemented by the team.

• Share regular progress updates, reports and other required information with clients in a timely manner.

3. Team Leadership & Daily Coordination

• Lead, guide and support a team of 4–5 Verification Executives.

• Allocate daily verification volume fairly and effectively based on workload and priorities.

• Monitor team workload, productivity, pending cases and turnaround time.

• Ensure team members consistently meet their assigned KPIs and service standards.

• Conduct regular one-to-one discussions, coaching and performance follow-ups.

• Identify performance gaps and work with team members on practical improvement plans.

• Recognise good performance and encourage a positive and supportive team environment.

• Ensure team members understand and follow the latest SOPs, client requirements and operational updates.

• Escalate manpower, performance or operational issues to the Assistant Head of Department when necessary.

4. Service Delivery & Quality

• Ensure verification reports are completed accurately and delivered within the agreed turnaround time.

• Monitor pending, overdue and high-priority cases and take appropriate action.

• Review team output and identify recurring quality or process issues.

• Work closely with the QA and Database teams to resolve operational and quality-related issues.

• Ensure all work is carried out in accordance with company SOPs, PDPA and ISMS requirements.

• Ensure client-specific instructions are followed consistently.

• Support improvements to verification processes to reduce errors, delays and unnecessary rework.

5. Data, KPI & Performance Monitoring

• Monitor team and client-related KPIs on a regular basis.

• Track key indicators such as:

1. Turnaround Time

2. SLA Compliance

3. Pending / Overdue Cases

4. Productivity

5. Quality / Accuracy

6. Client Complaints and Escalations

• Use data and reports to identify trends, performance gaps and potential service issues.

• Prepare regular internal and client performance updates when required.

• Highlight important trends or risks to the Assistant Head of Department together with recommended actions.

• Use data to support decisions rather than relying solely on assumptions or observations.

6. Internal Coordination

• Work closely with the Database, QA and other internal teams to ensure smooth service delivery.

• Communicate client requirements and feedback clearly to relevant internal stakeholders.

• Follow up on internal issues that may affect client delivery or turnaround time.

• Escalate critical issues promptly with sufficient information and, where possible, a proposed solution.

• Participate in internal discussions and improvement initiatives relating to client experience and service delivery.

• Medical benefits
• Monthly employee engagement activities
• Upskilling and career development opportunities
• Annual Leave
• Medical and Hospitalisation Leave
• SOCSO
• EPF
• EIS
• 5 Working Days