Client Services Manager - MY

idr; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

IDR in Malaysia is seeking a proactive Client Services Associate to be the primary contact for assigned clients, managing end-to-end project execution and ensuring quality and satisfaction.

You will collaborate with leading management consulting firms and global clients across APAC, support account growth, and coordinate cross-functional teams to deliver high-impact insights in a fast-paced, global environment.

Qualifications

• Bachelor's degree or equivalent required.
• 3–6 years of experience in client services, account management, project management, or related client-facing role.
• Excellent verbal and written communication skills in English; proficiency in other regional languages is a plus.

Responsibilities

• Client Relationship, Project Leadership & Account Growth – serve as the primary contact for clients and manage end-to-end project delivery.
• Client Communication, Issue Escalation & Quality Assurance – provide updates, manage expectations, escalate risks, and validate expert submissions.
• Cross-Functional Collaboration – partner with internal operations to address inquiries and ensure timely execution.
• Consultation & Call Coordination – schedule and coordinate expert consultations and client calls across time zones.
• Competitive Landscape Awareness – understand IDR's positioning across key industries and regional markets.
• Data Management – maintain accurate updates to internal systems in line with company standards and data protection.

Skills

Communication skills

Education

Bachelor's degree or equivalent

Job description

About IDR

Founded in 2020, IDR is a global expert network delivering fast, reliable, and cost-effective insights through a vetted pool of experts. With over 250 employees across eight global offices, IDR operates 24/7 and is trusted by leading brands worldwide.

The Role

We are seeking a proactive Client Services Associate to join our team in Malaysia. In this role, you will serve as the primary point of contact for assigned clients, managing end-to-end project execution while ensuring quality, efficiency, and client satisfaction. You will also play a key role in building strong client relationships and supporting account growth.

You will work closely with some of the world's leading management consulting firms, Fortune 100/500 corporations, and financial institutions, supporting high-impact research projects across cutting-edge industries, emerging technologies, and strategic business topics.

This position offers exposure to a fast-paced, global environment and the opportunity to collaborate cross-functionally while contributing directly to the growth of our regional presence and client success across APAC.

Key Responsibilities

• Client Relationship, Project Leadership & Account Growth
  • Serve as the primary point of contact for assigned clients, ensuring seamless communication, successful project delivery, and supporting strategies to expand and grow key accounts.
  • Lead and manage a portfolio of concurrent research projects from initiation to completion, taking ownership of end-to-end execution, timelines, stakeholder coordination, and overall client satisfaction.
• Client Communication, Issue Escalation & Quality Assurance
  • Provide regular client updates, manage expectations, proactively escalates risks or issues to ensure successful outcomes, and conduct thorough quality checks on expert submissions before delivery.
  • Drive project momentum by coordinating closely with experts, clients, and internal teams to ensure timely delivery of high-quality insights and exceptional client experience.
• Cross-Functional Collaboration
  • Partner closely with internal operations teams to address project-related inquiries and ensure timely execution.
• Consultation & Call Coordination
  • Schedule and coordinate expert consultations and client call across multiple time zones.
• Competitive Landscape Awareness
  • Develop a strong understanding of IDR's competitive positioning across key industries and regional markets.
• Data Management
  • Maintain accurate and timely updates to internal systems in accordance with company standards and applicable data protection requirements.
• Information Security & Compliance
  • Adhere to information security policies, confidentiality obligations, and all applicable Malaysian employment and data privacy regulations at all times.

Education

Bachelor's degree or equivalent required.

Experience

3-6 years of experience in client services, account management, project management, consulting support, or a related client-facing role.

Excellent verbal and written communication skills in English are required. Proficiency in additional languages such as Bahasa Malaysia, Mandarin, or other regional languages is a plus.

Strong attention to detail and ability to manage sensitive and confidential information with discretion.

Preferred Skills & Competencies

• Prior internship or work experience in a client-facing or fast-paced professional environment.
• Ability to adapt quickly, prioritize tasks effectively, and work independently in a dynamic environment.
• Creative, resourceful, and comfortable thinking outside the box to solve challenges.
• Collaborative mindset with a strong drive to deliver excellence and exceed client expectations.

What Do We Offer?

• Work Location: Onsite
• Working Hours: 9:00 AM - 6:00 PM (Monday to Friday)
• Job Type: Full-time
• Office Location: Menara Worldwide, 198 Jalan Bukit Bintang, 55100 Kuala Lumpur

Why Join Us in Malaysia?

Be an early team member and play a key role in supporting IDR's growth across the APAC region.

Competitive compensation package, including performance-based incentives aligned with company and individual achievements.

Be part of a creative and fast-paced workplace guided by the values of transparency, quality, teamwork, ownership, and continuous improvement.

Work in a collaborative, dynamic, and diverse environment with exposure to international clients and global teams.

Gain direct exposure to strategic projects with top-tier consulting firms, global corporations, and financial institutions across a variety of industries and emerging market trends.

Opportunities for professional development, internal mobility, and long-term career growth within a rapidly expanding organization.

EEO & Compliance Statement

IDR is an Equal Opportunity Employer and is committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, religion, gender, age, disability, nationality, or any other characteristic protected under applicable Malaysian laws.

Applicants must be legally authorized to work in Malaysia. Successful candidates will be required to comply with company policies relating to confidentiality, information security, and the handling of non-public or sensitive information in all expert and client interactions.

Employment & Legal Compliance Disclaimer

For legal and compliance purposes in Malaysia, your employment contract may be issued either directly through the company's local entity or through an authorized Employer of Record (EOR) partner in accordance with Malaysian employment laws and statutory requirements.

This ensures that payroll, taxes, statutory contributions (including EPF, SOCSO, and EIS where applicable), employee benefits, and local labor law obligations are administered compliantly.

This arrangement does not impact on your day-to-day work, reporting structure, or integration with the local and global teams.