Client Success & Retention Lead

ViewQwest; Kuala Lumpur; On-site; MYR 36,000 - 72,000; Full time

Job summary

ViewQwest in Malaysia is seeking a proactive Client Success Executive to manage client relationships, ensure service quality, and support client retention. You will be the primary liaison for clients, coordinate with internal teams, and help deliver timely solutions while maintaining accurate records.

The role requires a diploma or degree in Business Administration or IT, strong communication and coordination skills, and experience in account management or client success within telecoms or ISPs

Qualifications

• Diploma or degree in Business Administration, IT, or a related field.
• Experience in account management, client success, or the telecommunications or ISPs industry is an advantage.
• Strong communication, interpersonal, problem-solving, and coordination skills.
• Ability to manage multiple client accounts and prioritize tasks effectively.
• Client-focused mindset with strong follow-up and organizational skills.
• Proficiency in Microsoft Office and CRM systems.

Responsibilities

• Client Relationship and Account Management: Build and maintain strong relationships with existing clients, acting as the primary point of contact for managing inquiries, service requests, and account matters while maintaining accurate records, coordinating contract renewals, and identifying opportunities for upgrades and additional solutions.
• Client Satisfaction, Retention, and Contract Support: Proactively assess client satisfaction, address concerns, and coordinate with relevant departments on service agreements and contract matters to reduce churn and strengthen long-term loyalty.
• Cross-Department Coordination: Collaborate with internal department including Sales Operation, Service Delivery, Technical Support, & Finance to coordinate installations, upgrades, and service changes, ensuring seamless delivery and timely resolution of client concerns.
• Issue, Escalation, and SLA Management: Monitor client complaints, network outages, and technical support tickets; track service performance against agreed SLAs; and ensure timely follow-up, escalation, resolution, and client updates on incidents and corrective actions.
• Continuous Service Improvement: Identify recurring client issues, analyse feedback, and recommend improvements to service quality, operational efficiency, and overall client experience.
• Reporting and Documentation: Prepare regular client status reports, track outstanding issues, maintain account documentation, and report client feedback to management.

Skills

Client relationship management

Account management

Communication skills

Problem-solving

Coordination

CRM systems

MS Office

Education

Diploma or degree in Business Administration or IT

Tools

CRM software

Job description

ViewQwest in Malaysia is seeking a proactive Client Success Executive to manage client relationships, ensure service quality, and support client retention. You will be the primary liaison for clients, coordinate with internal teams, and help deliver timely solutions while maintaining accurate records.

The role requires a diploma or degree in Business Administration or IT, strong communication and coordination skills, and experience in account management or client success within telecoms or ISPs