Executive, Client Key Account Management

Zuellig Pharma; Shah Alam; On-site; MYR 60,000 - 90,000; Full time

Job summary

Zuellig Pharma is seeking a proactive account operations professional to serve as the central contact for client partnerships, coordinating with internal teams to deliver on commitments and monitor SLAs. You will support onboarding and monthly performance reporting while driving continuous improvement across portfolios.

The role emphasizes cross-functional collaboration, onboarding of new portfolios, and the ability to manage multiple tasks while maintaining accurate client records and

Qualifications

• Bachelor’s degree in Business, Supply Chain, Healthcare Management, Life Sciences, or related field.
• 2–5 years of experience in Key Account Management, Client Success, Operations, or Project Coordination.
• Experience in healthcare or pharmaceutical operations is preferred; ERP familiarity (SAP) is a strong advantage.

Responsibilities

• Account support: be the day-to-day contact for client inquiries and build strong relationships with client teams.
• Cross-functional coordination with internal departments to meet client commitments and SLAs.
• SLA and performance monitoring to identify gaps and prevent disruptions.
• Investigate issues, coordinate swift resolutions with internal teams, and log trends.
• Prepare monthly performance reports and assist in drafting review materials.

Skills

Communication

Interpersonal skills

Analytical skills

Time management

Multi-tasking

Education

Bachelor’s degree in Business/related field

Tools

SAP

Excel

PowerPoint

Job description

Zuellig Pharma is a leading healthcare solutions company in Asia, and our purpose is to make healthcare more accessible to the communities we serve. We provide world-class distribution, digital, and commercial services to support the growing healthcare needs in this region. The company was started a hundred years ago and has grown to become a multibillion-dollar business covering 17 markets with over 12,000 employees. Our people serve more than 200,000 medical facilities and work with over 450 clients, including the top 20 pharmaceutical companies in the world.

Purpose Of The Role

• Primary Operational Bridge: Serve as the central operational coordinator and key day-to-day contact for strategic client partnerships, ensuring exceptional service delivery and client satisfaction.
• Cross-Functional Orchestration: Partner with internal matrix teams (including Operations, Supply Chain, Finance, Quality, and IT) to facilitate seamless communication and ensure client commitments are executed successfully.
• Performance & SLA Safeguard: Monitor operational KPIs, maintain issue logs, and track performance metrics to proactively identify and resolve service gaps.
• Governance Support: Assist in managing client relationship lifecycles by coordinating onboarding activities, preparing performance reports, and facilitating key operational review meetings

What You'll Do

• Account Support: Serve as the day-to-day contact for client operational inquiries, building positive relationships with client commercial and operational teams.
• Cross-Functional Coordination: Collaborate with internal departments (Supply Chain, CS, Quality, Finance, IT) to ensure client service commitments and SLAs are met.
• SLA & Performance Monitoring: Track operational performance metrics and proactively highlight potential gaps to prevent service disruptions.
• Issue & Escalation Management: Investigate client operational issues, coordinate swift resolutions with internal teams, and maintain logs to identify recurring trends.
• Client Governance & Reporting: Prepare monthly operational performance reports and assist in drafting presentation materials for reviews.
• Meeting Facilitation: Coordinate monthly operational review meetings with clients, document detailed minutes, and track agreed-upon action plans to closure.
• Client Onboarding Support: Assist the Key Account Management team during client onboarding, implementation phases, and new portfolio transitions.
• Continuous Improvement: Gather partner feedback, identify operational friction points, and support process optimization to elevate the overall client experience.
• Administrative Excellence: Maintain accurate and up-to-date client records, operational documentation, and contract files.
• Ad-hoc Projects: Support strategic initiatives and ad-hoc projects led by the Key Account Management team.

What Will Make You Successful

• Education & Professional Experience: Bachelor’s degree in Business, Supply Chain, Healthcare Management, Life Sciences, or a related field, coupled with 2-5 years of experience in Key Account Management, Client Success, Operations, or Project Coordination.
• Industry & Domain Knowledge: Prior experience in healthcare, pharmaceuticals, medical devices, or healthcare services is highly preferred. Familiarity with logistics, healthcare distribution operations, and ERP systems (such as SAP) is a strong advantage.
• Client-First Mindset & Coordination: Exceptional communication and interpersonal skills with a proven ability to manage multiple priorities and collaborate effectively across complex, cross-functional teams.
• Analytical & Reporting Skills: Proficiency in Microsoft Excel, PowerPoint, and reporting tools to create KPI dashboards, trace SLA trends, and present operational reviews.
• Action-Oriented Problem Solving: Strong organizational skills, sharp attention to detail, and a proactive attitude toward resolving issues and tracking tasks to completion.
• Must-Have: (Maximum 4 points)

What We Offer

• We are committed to fostering an inclusive environment where our employees can learn, grow, and achieve shared success.
• We champion diversity, equity, and inclusion, ensuring every individual feels valued, respected, and treated fairly.
• As a leading multi-market healthcare solutions provider, we empower our employees to gain comprehensive knowledge and expertise in the dynamic healthcare industry across the region.
• Enjoy the flexibility to effectively balance your work and personal life while taking charge of your career journey through our empowering growth opportunities.
• Our Total Rewards program is designed to support your overall well-being in every aspect.