Based in Shenzhen-Client Success Director

Medic Paths Ltd; Hong Kong; On-site; HKD 1,165,000 - 2,331,000; Full time

Benefits offered by this job

On-site work

Job summary

Medic Paths Ltd. seeks a Client Success Director to lead the client success function in Shenzhen, overseeing the delivery of study abroad services, academic planning, and university applications. The role requires strong leadership, client-facing expertise, and proactive risk management.

You will drive team performance, coordinate cross-functional teams, and maintain premium service standards for high-end clients in a fast-growing consultancy.

Qualifications

• Experience leading a client success/team management function.
• Strong ability to coordinate multiple student projects and deadlines.
• Proven coaching and communication skills for high-end clients.
• Ownership mindset with proactive risk identification.
• Track record in managing client success teams and risk control.
• Preference for candidates based in Shenzhen or willing to relocate on-site.

Responsibilities

• Take ownership of client success team management, work allocation, performance appraisal, and training.
• Oversee end-to-end delivery for medical programme applications, including planning and university applications.
• Manage client complaints, disputes, and refund risks with proactive controls.
• Lead conversion improvement by guiding the team to leverage placement resources.
• Build a unified system for student progress tracking and service records.
• Coordinate with sales, application, and academic teams to meet deadlines.

Skills

Team coordination

Multi-project management

Coaching communication

Client relationship

Risk awareness

Team leadership

Job description

Based in Shenzhen-Client Success Director

Medic Paths is a fast-growing specialist consulting firm focused exclusively on global medical school admissions. We deliver end-to-end study abroad solutions, including institutional matching, application roadmap planning, interview coaching and academic development. We empower aspiring medical students to secure offers from top-tier medical schools across the UK, US, Canada, Australia and other premium study destinations.

Key Responsibilities

1. Team Management & System Building: Take full ownership of client success team management, work allocation, performance appraisal and new hire training. Build standardized service SOPs, unify service workflows, delivery standards and communication guidelines for the whole team to improve overall professionalism and productivity.

2. Business Oversight & Risk Control: Oversee end-to-end delivery for all students applying for medical programmes, including academic planning, placement arrangements, shadowing opportunities and university applications. Manage customer complaints, disputes and refund risks holistically, establish proactive risk control systems to reduce overall after-service losses of the team.

3. Team Enablement & Conversion Improvement: Review gaps in the team’s client follow-up process, identify business opportunities, guide the team to leverage key placement resources, drive client conversion and signing, and boost overall performance and customer reputation.

4. Data Management & Continuous Improvement: Build a unified system for student progress tracking, service records and business data. Manage progress updates and milestone control across the team. Conduct regular business reviews, iterate service workflows and prevent mass operational errors.

5. High-value Client Relationship Management: Lead in-depth communication and relationship management for key high-net-worth clients. Set response standards for enquiries across all channels to ensure response timeliness and premium customer experience.

6. Cross-department Collaboration: Coordinate resources with sales, application and academic teams. Strictly monitor all application deadlines to avoid team-level business risks and ensure zero critical delivery failures.

Job Requirements

1. Fluent and proficient in English with neutral British/American accent. Cantonese is not mandatory, but considered a strong plus.

2. Excellent team coordination and multi-project management skills, logical thinking, capable of managing multiple student projects efficiently.

3. Approachable, skilled at building trust with high-end clients, with advanced coaching communication mindset and able to empower the team’s communication capability.

4. Strong sense of responsibility, result-oriented, ownership mindset, meticulous, proactive in identifying business risks and issues.

5. Must have experience managing a client success team, with proven, practical track records in business management and risk control.

6. Candidates based in Shenzhen are preferred, or those willing to relocate to Shenzhen and work on-site at the office.

Preferred Qualifications

1. Management experience in premium overseas education / study abroad consulting industry, familiar with A-Level, IB curriculum and UK UCAS undergraduate application system.

2. Multi-year experience managing high-end client success teams, proficient in online video meetings and long-term relationship management with overseas high-net-worth clients.

3. Familiar with overseas undergraduate medical application, medical placement and shadowing processes.

4. Management experience at leading competing study-abroad institutions is highly preferred.