CX Account Manager

SOCOE SDN. BHD.; Kuching; On-site; MYR 60,000 - 80,000; Full time

Job summary

SOCOE SDN. BHD. in Malaysia seeks an experienced CX Account Manager to be the trusted contact for a portfolio of premium clients.

You will understand their business, build strong relationships, and proactively resolve issues to prevent disruptions. This is a service role focused on client success, not sales. You will communicate clearly with senior executives, own problems, and turn client needs into effective technical setups using available tools.

Qualifications

• At least 2 years in customer experience or client service on premium/B2B accounts.
• Confident and polished with senior executives in difficult conversations.
• Keep clients informed proactively; own issues and drive fixes.
• Turn client needs into effective technical setups with available tools.
• Finish what you start and maintain high personal standards.
• Curious, eager to learn, and receptive to feedback.
• Team player who supports colleagues and celebrates wins.
• Comfortable with help desk and task management tools; analyze trends and risks.

Skills

Customer experience

Key account management

Executive communication

Problem solving

Data analysis

Team player

Education

Business/IT degree

Tools

Help desk tools

Task management tools

Job description

Our top-tier clients run important parts of their business on SOCOE. When something needs attention, they shouldn't have to explain themselves twice, chase for an update, or wonder who's looking after them.

That's where you come in. As a CX Account Manager, you'll be the named, trusted contact for a portfolio of our most important clients. You'll know their business, their people and their setup inside out. You'll solve problems before they turn into disruptions, and make sure every client feels genuinely looked after.

This is a service role, not a sales one; a service leveraging on the following Core Values:

How we work: our 4 H's

Our values shape how we show up for clients and for each other every day. In this role, they look like this:

• Honour: we treat everyone with dignity, truth and respect. You'll update clients before they have to chase you, own mistakes openly and focus on fixing them, and have honest conversations with clients and colleagues at every level.
• Humility: we stay teachable, curious and open to growth. You'll admit what you don't know and go and find out, ask for feedback without waiting for a review, and share what you learn with the team.
• Hunger: we pursue excellence with consistency and ownership. You'll finish what you start, even when it's hard, hold yourself to a standard and not just a deadline, and bring a proposed solution whenever you spot a problem.
• Harmony: we win together and protect unity. You'll work across teams to get clients what they need, help teammates when they're stretched, and raise any issue directly and early.

A bit about you

You have at least 2 years in customer experience or client service, including at least 1 years managing key accounts or supporting premium, VIP or enterprise B2B clients.

You're confident and polished with senior executives, and you stay calm and professional in difficult conversations.

You keep people informed before they have to ask, and when something goes wrong, you own it and focus on the fix.

You're a natural problem-solver who can turn a client's business needs into the right technical setup, and you come with solutions, not just problems.

You finish what you start and hold yourself to a high standard, even when nobody is checking.

You're curious and always learning, and you see feedback as a gift.

You're a team player who celebrates other people's wins and steps in when a colleague is stretched.

You're comfortable with help desk and task management tools, and you like using data to spot trends and risks.

You're fluent in English and Bahasa Melayu, spoken and written.

Some extra skills that are great (but not essential)

• Experience with technology services, SaaS or regulated processing services
• Experience designing and running client training or onboarding programmes
• A diploma or degree in business, IT or a related field

If our 4 H's sound like you, and you're excited about giving top-tier clients a service they'd recommend, we'd love to hear from you.