Key Account & Customer Success Lead

Verity Intelligence Sdn Bhd; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Verity Intelligence is seeking a Key Account & Customer Success Lead in Malaysia to manage key client relationships and oversee a team of 4–5 Verification Executives. You will be the main liaison between clients and internal teams, ensuring timely service, clear expectations, and high-quality verification reports.

You will lead a small team, monitor workload and KPIs, and coach members to consistently meet service standards.

Qualifications

• Manage and maintain good relationships with assigned key clients.
• Communicate effectively to manage client expectations and feedback.
• Coach and lead a 4–5 person team to meet KPIs and service standards.

Responsibilities

• Manage and maintain good working relationships with assigned key clients.
• Act as main point of contact for client inquiries and follow-ups.
• Respond to client communications within the required SLA via email, calls, WhatsApp, etc.
• Coordinate with internal teams to ensure client requirements are understood and met.
• Lead 4–5 Verification Executives, monitor workload and KPIs, and provide coaching.
• Ensure verification reports are completed accurately and delivered on time.
• Provide regular progress updates and assist with root-cause analysis for issues.

Skills

Key account management

Team leadership

Customer success

SLA & KPI management

Communication

Tools

CRM software

Job description

The Role is like a Key Account & Customer Success Lead is responsible for managing assigned key client accounts while ensuring smooth and timely service delivery.

This role acts as the key link between our clients and internal team, ensuring client requests are handled professionally, expectations are managed clearly, and verification reports are delivered accurately and within the agreed turnaround time.

The role also leads a team of 4–5 Verification Executives by monitoring their workload, performance and quality of work, providing coaching and ensuring the team consistently meets its KPIs.

We are looking for someone who is passionate about managing client relationships, comfortable working with data and KPIs, pleasant and professional in communication, and confident in leading a small team.

Key Responsibilities

1. Key Account & Client Management

Manage and maintain good working relationships with assigned key clients.

Act as the main point of contact for client enquiries, requests, feedback and follow-ups.

Respond to client communications through email, calls, WhatsApp and other agreed channels within the required SLA.

Understand client requirements and ensure their expectations are clearly communicated to the internal team.

Provide timely updates to clients on case progress, pending matters and expected completion timelines.

Build trust with clients through consistent, professional and reliable communication.

Proactively follow up on potential issues before they become client complaints or escalations.

Maintain proper records of important client communications, requirements and follow-up actions.

2. Customer Success & Client Experience

Ensure clients receive a positive and consistent service experience.

Understand recurring client concerns and identify opportunities to improve the overall service experience.

Handle client complaints and escalations calmly, professionally and with a solution-oriented approach.

Investigate the root cause of service issues and coordinate with the relevant internal teams on corrective actions.

Follow up with clients after issues are resolved to ensure proper closure.

Ensure client-specific SOPs, requirements and process changes are properly understood and implemented by the team.

Share regular progress updates, reports and other required information with clients in a timely manner.

3. Team Leadership & Daily Coordination

Lead, guide and support a team of 4–5 Verification Executives.

Allocate daily verification volume fairly and effectively based on workload and priorities.

Monitor team workload, productivity, pending cases and turnaround time.

Ensure team members consistently meet their assigned KPIs and service standards.

Conduct regular one-to-one discussions, coaching and performance follow-ups.

Identify performance gaps and work with team members on practical improvement plans.

Recognise good performance and encourage a positive and supportive team environment.

Ensure team members understand and follow the latest SOPs, client requirements and operational updates.

Escalate manpower, performance or operational issues to the Assistant Head of Department when necessary.

4. Service Delivery & Quality

Ensure verification reports are completed accurately and delivered within the agreed turnaround time.

Monitor pending, overdue and high-priority cases and take appropriate action.

Review team output and identify recurring quality or process issues.

Work closely with the QA and Database teams to resolve operational and quality-related issues.

Ensure all work is carried out in accordance with company SOPs, PDPA and ISMS requirements.

Ensure client-specific instructions are followed consistently.

Support improvements to verification processes to reduce errors, delays and unnecessary rework.

5. Data, KPI & Performance Monitoring

Monitor team and client-related KPIs on a regular basis.

Track key indicators such as:

SLA Compliance

Productivity

Quality / Accuracy

Client Complaints and Escalations

Use data and reports to identify trends, performance gaps and potential service issues.

Prepare regular internal and client performance updates when required.

Highlight important trends or risks to the Assistant Head of Department together with recommended actions.

Use data to support decisions rather than relying solely on assumptions or observations.

6. Internal Coordination

Work closely with the Database, QA and other internal teams to ensure smooth service delivery.

Communicate client requirements and feedback clearly to relevant internal stakeholders.

Follow up on internal issues that may affect client delivery or turnaround time.

Escalate critical issues promptly with sufficient information and, where possible, a proposed solution.

Participate in internal discussions and improvement initiatives relating to client experience and service delivery.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Human Resources & Recruitment 51-100 employees

About Verity Intelligence:

Verity Intelligence is Malaysia’s leading Employment Background Check company since 2010 and has won many awards in Malaysia and Singapore.

Our Founder and Managing Director Mark Leow was nominated Top Nominee for the coveted Ernst & Young – Entrepreneur of The Year – Technology Category in 2019.

Trusted by almost every Financial Institution and MNC’s in Malaysia we have helped them screen a couple of hundred thousand candidates yearly saving them millions in potentially risky hires.

We’re always on the lookout for hungry and determined individuals with fire in the belly to hit the ground running. If you think you have what it takes, feel free to reach out to us.

Working Hour: 8am – 5pm (5 Days)

Website: https://www.verityintel.com/

About Verity Intelligence:

Verity Intelligence is Malaysia’s leading Employment Background Check company since 2010 and has won many awards in Malaysia and Singapore.

Our Founder and Managing Director Mark Leow was nominated Top Nominee for the coveted Ernst & Young – Entrepreneur of The Year – Technology Category in 2019.

Trusted by almost every Financial Institution and MNC’s in Malaysia we have helped them screen a couple of hundred thousand candidates yearly saving them millions in potentially risky hires.

We’re always on the lookout for hungry and determined individuals with fire in the belly to hit the ground running. If you think you have what it takes, feel free to reach out to us.